People are busy. When you telephone people, they often aren’t there to take your call, so you need to leave a message. And almost everyone has to answer the telephone and take a message sometimes. Doing so professionally leaves a good impression on your customers, colleagues and boss.

In this business English podcast lesson we will hear a bad example and a good example of taking and leaving a telephone message.

Justin Thomas is with Trivesco, a major shipyard, or maker of ships. He is calling Sylvie Peterson at Daneline, a shipping company. Sylvie is a sales and purchase (S&P) broker. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, the receptionist, answers the phone.

Key Language: Telephoning, Checking Back & Confirming

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Study Notes	Phrases & Practice	BEP 69 INT – Leaving a Message – Quiz BEP 69 INT – Leaving a Message – Gap-fill BEP 69 INT – Leaving a Message – Dialog & Vocabulary BEP 69 INT – Leaving a Message – Language 1 BEP 69 INT – Leaving a Message – Language 2 BEP 69 INT – Leaving a Message – Flashcards

Listening Questions: BEP 69 INT – Telephoning: Leaving a Message

Bad Example
1) Does Amy answer the phone professionally?

No, she just says “hello.” She doesn’t say her name or her company’s name, nor does she ask how she can help.

2) Is Justin prepared?

No, he isn’t. He doesn’t seem to remember who he is calling, nor does he have his telephone number handy.

Good Example
1) How does Amy answer the phone?

Answering the phone professionally has four parts: 1. Greeting; 2. Company name; 3. Answerer’s name; and 4. Offer to help.

2) What is Mark calling about?

Mark is calling to discuss the construction schedule for 2008.

3) How does Amy make sure that she has got Mark’s correct phone number?

She checks back and confirms: “So that’s?. Is that right?”