Name of the Teacher Date Level of the class Length of lesson

Busisiwe Nkambule 06/06/2023 Advanced 60 minutes

Lesson Type: Business English

Telephone language
Lesson Topic:
Taking/leaving messages

Lesson Aims: Lesson Outcomes:

By the end of the lesson, students will be better able By the end of the lesson, students will have…
To speaking proper business English when answering The capability to use the new phrases they’ll learn
phone calls and taking or leaving massages. through the different speaking activities that will take
place in this lesson.

Anticipated difficulties: Suggested solutions:

1. Students may not be motivated and eager to 1. Teacher will find activities to keep the students
learn as they’re doing these lesson because of motivated and explain that these lesson will also
their boss. help them develop their career.

2. Students may use the phrases incorrectly 2. Make sure to explain the meaning of the phrases

pg. 1 Lesson plan V260423

 and be sure they all understood
3. Students may not be comfortable with each
other as they work in different departments 3. At the warmer stage introduce fun activities where
and it may be impossible to interact outside of they’ll engage in groups and soothe off any
classroom due to work and personal reasons as awkward feelings
they are adults.
4. The use of phonetics will be applied
4. Pronunciation, students may have difficulties
5. Role play activities will be implemented where
pronouncing some words/phrases since most
every student will participate
of Japanese sounds ends with vowels
5. Students maybe reluctant so speak

Target Language Analysis

Include an analysis of the target language you will present in order for your learners to complete the ‘real-life’
task you have chosen.
● Choose your set phrases (8-12 is appropriate)
● Analyse them in a paragraph or table
● Include meaning, function/use, features of pronunciation (speaking) or spelling and punctuation (writing),
plus anything else you think is interesting

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Phrase 1: Taking a call
Answering a phone call
When answering a phone at your job you must always greet the caller professionally.
1. Good morning/Good afternoon/Good day. company name, [your name] speaking, how may i help you?
Example; Good morning, ABC Traders, Busisiwe speaking. How may i help you?
2. Company name,[ your name] speaking.
Example; ABC Traders, Busisiwe speaking.
This quickly tells the caller who you are, and then lets them explain why they’re calling.
CCQ
A student will go a different room and call another one to answer the phone, the teacher will also pay attention
to the tone of the student when answering the call. They'll take turns in doing so.

Phrase 2: Hang-up
Cutting a phone call
Phrasal verb ( hang )
Function: end a call
Example; Thank you once again for your feedback, I'll hang-up now.
CCQ
1.Give an example using hang-up in an informal way.
2.Past tense of hang-up is hung-up, provide an appropriate example.
“he hung up after realizing the line connection is bad”

Phrase 3: Take a message

To write down or memorize a message for someone who isn’t available
Phrasal verb ( take )
Function- taking a message

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Example; Miss Nkambule is in a meeting right now, can i take a message for her?
CCQ
State whether these are formal or informal
1.I’m afraid she’s stepped out. Would you like to leave a message?
2.John is not in. I can tell him you called if you like.
3.Can i take a message?
4.Would you like to leave a message?
5.No, that’s okay I'll call him later.

Phrase 4: Make a request

Asking someone something
Verb ( make )
Function-Making a request
Example; Could you please repeat that?
CCQ
How would you ask someone to speak fast over the telephone to be a little slow?
-Can you speak a little slower, please. My English isn’t very good, I'm afraid
Other examples when making a request
>Can you call again? We seem to have bad connection.
>Would you mind if i call you back in an hour? Im in a meeting right now.
>Could you speak up a little please?

Phrase 5: How may i help you?

An offer for assistance, often from a sales person to a customer
Function- to assist e.g. with information
Pronunciation- hàû meı áí help ÿú

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Example; ABC Traders customer service, how may i help you?
CCQ
What other similar phrases can be used politely

Phrase 6: Put through

To connect them to someone else they want to talk to
Function- to connect someone
Pronunciation- pùt thrúú
Example; If you hold on a moment, I'll put you through to our team leader.
CCQ
>Let me put you through to the managers office
>Mr. Kim, our supplier is on the line, I'll put her through

Phrase 7: Hold the line

To keep a telephone line opened/to be put on hold/do not hang up
Phrasal verb ( hold )
Function- to wait
Example; Please hold the line while i found out for you.
CCQ
>You can also say “stay on the line”
>Is it to ask you to wait while he/she connects you with someone?-yes
>Is to ask you to come and literally hold the phone while i connect the phone?-no

Phrase 8: To break up
To experience problems with the connection
Verb ( break )

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Function – can’t hear properly
Example- I can’t hear you, you’re breaking up.
CCQ
>I'll send you the information via email because you’re breaking up
>Sorry you are breaking up, i couldn’t hear, would you please repeat that.

Phrase 9: May i speak to....

Requesting permission to speak to a certain person { may be allowed or denied}
Phrasal verb ( speak )
Function-make a request
Example; This is Daniel from Rentech, may i speak to Mr Kim please?
CCQ
What is the difference between “may i speak to” and “can i speak to”

Phrase 10: Leaving a message

To leave information about someone you weren’t able to talk to
Verb (leave)
Function-to leave a message
Example; can i leave a message?
CCQ
>Could you tell Mr Kim the meeting is scheduled for tomorrow at 10 a.m.
>Can you please tell Mr Kim to call Daniel on 073 401...... to confirm the order

Phrase 11: Let me transfer you to [persons name]

To direct him/her to the right person who will help the caller
Function-to redirect a call

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Example;let me transfer you to Mr Smith’s extension
CCQ
>get on the phone- to begin to talk to someone on the phone
Mr Smith just got on the phone with our manager, I'll transfer your call to his extension shortly

Phrase 12:Could you please clarify what you mean?

To simply ask the caller what they mean when you don’t understand.

> Be on the phone- answer the phone

>break up-to lose connection
>get back to me as soon as possible- call me back urgently
>hang on a sec.- wait on the phone
>I'll let you go now-ending the phone call

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Stage Stage Time Interac Teacher’s Procedure Students will...
Name Aim tion
Pattern
warmer To make 5 T-S Ask students to form 3  Students will mingle
the minute groups, 4 students in each and tell each other
students s S-S group and then write 2 about their statements
shift statements about and guess which one is
their themselves, 1 true and one true/false
focus false  At the end they’ll share
and with the whole class
attentio about their findings
n into

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 the
classroo
m and
become
familiar
and
comfort
able
with
each
other
Presenta This will 15 T-S The teacher will presents  Students will ask
tion help minute the functional telephones questions where they
provide s S-S phrases needed when don’t understand
student answering calls, taking or  Students will do the
s with leaving messages for or on teacher’s CCQ’s on
telepho behalf of other colleagues. the photocopies to
ne The teacher will teach see if they are
languag students the meaning of progressing
e skills the phrases, how it is
and pronounced and their
opportu functions. The teacher will
nities to hand out photocopies that
learn written the phrases. The
words teacher will give example
indepen sentences and also ask
dently, students concept checking
underst question along the way.
and the For example the phrase
meanin could you please clarify
g and what you mean, explain to
function the students that you say
s of this in situations where
telepho you’re not sure what the
ne caller means to avoid

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 languag telling the wrong or
e misinterpreted message to
phrase. your colleague. The
This will teacher will then teach then
help the its pronunciation, saying it
student out loud, exaggerating the
s be sounds and through drilling
able to and the phrases. The
identify teacher shall repeat this
spoken with the rest of the
telepho phrases.
ne
languag
e and
how it
can
also be
used as
action
words.
Produc
e
proper
sentenc
e and
questio
n
intonati
ons

Speaking Will 15 T-S Please hold. I'll connect Students will role-play this
activity/ro help minute you to the right dialogue
le play student s department. Student B: marketing
s gain Students practice their department hello, how may i
skills to reason for calling over and help you?
fluently over again. Student A: This is Kazuki

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 speak Give student A { from the from finance, i am looking for
when finance departments} a last months sales report.
answeri reason to call student B Student B: Would you please
ng the {marketing department}. hold on while i transfer you
phone. Student B takes the call, to the sales department
Improve but then transfer/connects extension.
commu the call to student C Student C: Takara from sale
nication {finance department} hello.
and Student A: This is Kazuki
languag from finance, could you
e skills, please, put me through to
be able the person in charge
to use Student C:Let me get on the
idiomati phone our team leader for
c and you....
polite Student C: I am sorry to keep
express you waiting, Mr Kim is on
ions another call.
Student A: Can i leave a
message?
Student C: yes, please.
Student A: Please tell Mr Kim
to send me last months sales
report as soon as possible.

Listening The 10 T-S The student will be Students will listen to the
activity student minute presented with audio to audio two times then write
s will s listen of a telephone call down the important phrases
have an from a call center they heard
idea on conversation Once they are done the
how to https://youtu.be/ teacher will once again play
appropr wxh4HLeIV7s it for them and correct them
iately where they were wrong
use the

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 phrases
and
also
how to
act
professi
onal
during a
phone
call at
work

Role play This will 10 S-S Students will be presented Students will do an activity
help minute with a telephone where they’ll be a given a
give the s conversation, both formal phone conversation with
student and informal. The students missing phrases.
sa will then be paired in 2 and
practica go through the
l conversation say it out loud
exampl as if they are talking over
e of the phone.
what to
do
when
leaving
or
taking
messag
es. It
will also
help
improve
their
busines
s
languag

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 e and
telepho
ne skills
and
know
the
differen
ce
betwee
n formal
and
informal
telepho
ne
languag
e

Cooler To end 5 T-S The whisper challenge Students will silently mouth
the minute S-S words/phrases to others and
lesson s Homework; students will they’ll have to guess what
on good write down a telephone they’re saying
note conversation where he/she
will be calling a team
leader from another
department but someone
else answers the phone
and you’ll have to leave a
message.

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Lesson Rationale (700-1000 words):
You should cover: why you have structured the lesson in the way that you have, what each activity will contribute towards the learning aims
and how this will be achieved, other activities that you considered including and why you chose not to use them, what you would do if any of
your activities didn’t work in the way you have planned

The reason is that it is simple and it will be easier for students to understand it. It’s a clear step by step lesson that will help contribute to
successful learning outcomes for students when it comes to Telephone language. Different materials and activities are use to keep the learners
motivated, interested and focused in the lesson. It will also challenge them and make them learn form each other. The lesson plan also coincide
with the assessment with the learning goal and helps assure that the needed instructional materials are available. Different learning materials
are used in each stage to help the students successfully meet the outcomes such as the ability to accurately use telephone phrases in the lesson
in a speaking activity. These includes video clips, role play and worksheets activities.

In the warmer stage i decided to use the game of true and false where student will write statement about themselves where some will be true
and others be false and then their partners will guess which one is true or false and then reveal to the whole class on what they leanerd about
their classmates. The reason i chose this warmer is because it will help students be familiar with each other as it might be hard at the workplace
since they work in different departments. Them being familiar with each other it will help a lot in class when are expected to do pair or group
work as they won’t have that awkwardness anymore. It will also help be easier for students to ask questions to other students and the teacher.

The speaking and role play activity will encourage the students to think more critically about complex and controversial scenarios and to see
situations from a different perspective while it also motivates in a fun and engaging way. Students will role-play with a plan in mind to develop
their professional communication and language skills.

For presentation and listening activity on target language, i choose 12 different target functional set phrases for telephone language that are
used where students will be answering and making phone calls. The teacher will work through their meaning, functions pronunciation where
possible of the targeted phrases using through drilling and eliciting the phases. Connecting movements with target words will help the students
to remember the meanings. The teacher will also ask question to see if the students are understanding and also allow them to ask questions
where they get lost. I chose activities such as the YouTube audio clip and worksheets to increase the chances of them learning faster and have
it engraved in the minds with the new information. It will also helps structure the lesson and improve engagement among students. The
worksheet will help build and test on what students have learned on the stages and the audio will help then realize on how it is applied in real

pg. 14 Lesson plan V260423

work situations. They will also develop practical skills. The audio will help them take note on the importance of the tone.

Role playing activities will encourage the students to think more critical about complex and controversial scenarios and to see situations from a
different perspective while it also motivates in a fun and engaging way. Students will role-play in order to develop their professional
communication and language skills so that they do not use phrases incorrectly or not in a professional way. This will also help the teacher
determine the level of the student in leaving or taking messages on behalf of a colleague.

As a cooler in used the whispering game where students will mouth out words silently and the other one will guess what they are saying so
that the lesson can end on a much fun and positive note.

I would have liked to include an activity where students will practice taking or leaving messages by literally using actual phones, whereby a
different student will move to another room a call the other acting like they want to talk to someone but it would have been difficult as other
students would not the means to do so such as airtime and also the fact that we have limited time.

If the activities do not work as planned, I'll try to change the learning style and use a different approach. I would also put the activies in a more
simpler way and a back up activity. Finding out what the students like to enjoy more in their personal time or what their company do and use it
for activities.

pg. 15 Lesson plan V260423

Bibliography (if needed):
All images from google
Research from studocu https://www.studocu.com/en-za/document/university-of-the-free-state/english-for-
teachers/johannes-thokozani-hadebe

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Materials (include all physical copies of the materials you plan to use in your lesson, referenced):
1. YouTube video from Hipronary school, https://hipronery.wordpress.com/2017/
Video link- https://youtu.be/wxh4HLeI7s

2. Pictures from google Linguahouse website

https://www.linguahouse.com/en-GB/esl-lessonplan/topic/telephoning

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3. ISLcollective.com
https://en.islcollective.com/download/pdf/english-esl-worksheets/speaking-practice-play-miming-drama-
activity-or-improve-game-phoning-telephoning-52315

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