Taking and Leaving Messages
Useful Expressions
Taking a Message
- How may I be of assistance?
- I’m afraid the line is engaged/busy.
- I’m afraid he/she is in a meeting/not available at the moment.
- I'm sorry, he/she's out of the office today.
- Can I put you on hold?
- Can I take a message?
- Would you like to leave a message?
- Could you give me your number, please?
- I'll make sure he/she gets the message.
Leaving a Message
- May I speak with Mr. Clarke, please?
- I would like to speak with Mr. Clarke, please.
- When do you expect him/her back in the office?
- I need to speak with him/her on an urgent matter.
- May I leave a message?
- Would it be possible to leave a message?
- Please tell him/her that...
- Please ask him/her to call me as soon as he/she gets in.
Dialogue Practice
Read the dialogue aloud with your teacher.
Mr. Smith is calling to inform Mr. Clarke of something important. | |
 Receptionist | Good morning, this is Happy Marketing. How may I be of assistance? |
 Mark Smith | I would like to speak with Mr. Clarke, please. |
 Receptionist | May I ask who's calling? |
 Mark Smith | This is Mr. Smith from the ACE Solutions company. |
 Receptionist | Mr. Smith, I'm afraid the line is engaged at the moment. Can I put you on hold? |
 Mark Smith | I'm afraid I have to go now, and I really needed to talk to him on an urgent matter... |
 Receptionist | Would you like to leave a message, then? |
 Mark Smith | That would be great. Please tell him that we revised the terms of the contract and that we sent the document 2 days ago through e-mail. He needs to check it as soon as possible and then get back to us. If he did not receive the e-mail, please tell him to call my secretary and she will re-send it. |
 Receptionist | Duly noted, Mr. Smith. Could you give me that phone number, please? |
 Mark Smith | Yes, it’s 043-865-4821. |
 Receptionist | Thank you very much, Mr. Smith. I will make sure Mr. Clarke gets your message as soon as possible. |
Check your understanding:
1.
Did Mr. Smith manage to talk to Mr. Clarke?
2.
What did Mr. Smith decide to do?
3.
What did Mr. Smith want to tell Mr. Clarke?
Role Play
Role-play the following situation with your teacher.
Situation
You work as a receptionist and you receive a call from the secretary of a company you collaborate with. They are calling to inform your manager that the date of the opening ceremony for their new shop has been changed. Your manager is in a meeting, so you will have to take a message. Your teacher will act as the secretary. Switch roles afterwards.
Discussion
1.
In your line of work, do you often have to relay messages?
2.
What do you think is the hardest part about taking messages?
3.
What kind of skills must a good receptionist have?
4.
If the person you are calling is not available, do you usually leave a message? Why? Why not?
