Lesson Topic : Phone Calls

By Eigopass

You will read 3 situations that will help you understand the typical/common conversation you might hear
during phone calls. Your teacher will assign a role to each student. The other students should listen to the
conversation and underline any word they do not understand. Ask your teacher to explain unknown words or
expressions. Situation 1 is a business call.
SITUATION 1: BUSINESS CALL

Secretary:

Thank you for calling Mueller, this is Peter speaking. How can I be of
help to you?

Emma:

Good morning, this is Emma White from Vanderbilt Athletics. May I speak to Mr.
Anderson please?

Secretary:

Im afraid Mr. Anderson is out of the office at the moment. Would you like me
to take a message?

Emma:

Err... actually, this call is rather urgent. We spoke yesterday about a delivery
problem with an order I placed last week. Did he leave any information with you?

Secretary:

Yes, he did. He mentioned that you might be calling, and asked me to reconfirm
your order details.

Emma:

Okay, my order number is: 3266-2828. It was supposed to arrive yesterday.

Secretary:

Alright. Let me pull up your order. Hold on a moment please.

Emma:

Of course.

Secretary:

Thank you for waiting. There was a problem with our website and a couple products
were still available online although we were out of stock. Shipment for your order is
delayed until Friday morning, after we re-stock our online inventory.

Emma:

Oh no is there any way you can ship the order so Ill receive it before Friday? I
need the materials before our football game this Friday.

Secretary:

Mr. Anderson mentioned that we might be able to have your order shipped
directly from our store in New York. May I call you back after confirming with
our New York store?

Emma:

Sure, that would help. I have a meeting until noon, but Ill be available any time
after that.

Secretary:

Alright, may I have your phone number please?

Emma:

You can reach me at 555-987-6543.

Secretary:

Ms. White at 555-987-6543. Ill be sure to call you sometime after noon.
Is there anything else I can help you with?

Emma:

No, thats it. Thank you for your help.

Secretary:

Apologies for the inconvenience. Thank you for calling Mueller. Have a nice day.

Questions???
Homework: Please write a sentence with each word/expression you did not understand.
Give this to Cody at the next lesson.
SITUATION 2: INFORMAL PHONE CALL

Brian:

Hello?

Nate:

Hey, whats up? Its Nate. I heard from Jackson that you were looking for me this
morning.

Brian:

Oh yeah, do you still want to go the baseball game tomorrow?

Nate:

Of course! Will we make it in time for Jacksons party though?

Brian:

We should be able to. Worst case scenario, we can be fashionably late.

Nate:

Im shocked to know the word fashionable exists in your vocabulary.

Brian:

Hey, just because Im usually too lazy to put the effort into looking attractive
doesnt make me unfashionable. I clean up well!

Nate:

Sure sure, whatever you say man. Alright then, Id love to go as long as we can
make it back for the party. Ill come by your place at noon then?

Brian:

Sounds good.

Nate:

Great, Im so psyched for this game! See you tomorrow.

Brian:

Me too. See ya!

Questions???
Homework: Please write a sentence with each word/expression you did not understand.
Give this to Cody at the next lesson.

SITUATION 3: LEAVING A MESSAGE

Answering Machine: Thank you for calling Taylor Black Jewelry. Our hours are 9am-5pm,
Monday-Friday. Please call back during these hours, or leave a message
after the tone.
Sasha:

Hello, this is Sasha Cohen from Floris. I was wondering if its possible to
reschedule our meeting to either Wednesday or Friday, since I need to meet with
the store manager on Thursday. Sorry for the late notice. Please call me back on
my cell, as I will be out of the office tomorrow. Thanks!

ROLE PLAY!
1.
2.

Ask for two volunteers and ask each person to take the role of customer / company staff.
Ask for two volunteers and ask each person to take the role of a manager of a company
calling in to ask to speak with his/her boss. (practice one with the boss in the office / the
other with the boss out of the office)
3.
Ask students what situation they would like to practice and teacher can improvise to role
play with each student.
IMPORTANT VOCABULARY WORDS / EXPRESSIONS:
MAY I SPEAK WITH TOM PLEASE?
MAY I ASK WHO IS SPEAKING?
CAN I GET YOUR NAME AND NUMBER AND HAVE HIM/HER CALL YOU BACK?
WOULD YOU LIKE MR. MS. ____________ TO RETURN YOUR CALL?
WHAT WOULD BE THE BEST WAY TO REACH YOU? EMAIL OR PHONE?
WHEN WOULD BE THE BEST TIME TO REACH YOU?
IM SORRY, MR./MRS. ____________ IS AWAY FROM HIS/HER DESK. COULD I TAKE A MESSAGE?
I THINK MR./MRS. ____________ IS CURRENTLY IN. LET ME PUT YOU THROUGH.

S ITUATION 1: C HECKING
Secretary:
Emma:

IN

Mueller Peter
Vanderbilt Athletics Emma White Anderson

Secretary:
Emma:

Anderson
Anderson

Secretary:
White

Emma: 3266-2828
Secretary:
Emma:

Secretary:

Emma:

Secretary:
Anderson

Emma:

Secretary:

Emma:
555-987-6543
Secretary:
White 555-987-6543

Emma:

Secretary:
Mueller

SITUATION 2: INFORMAL CALL

Brian:

Nate:

Brian:
Nate:

Brian:
Nate:

Brian:

Nate:

Brian:
Nate:

Brian:

Situation 3:

Answering Machine: Taylor Black Jewelry 9

5

Sasha:
Floris Sasha Cohen