** This lesson begins where the Telephoning Lesson and Activity left off **
Everyone except the very top executives end up taking messages for someone at some time. The basics of the process are easy and fairly routine.
The structure of a typical conversation where you might take a message is like this:
[the first three exchanges are from the structure of the telephoning lesson, the new components of the dialog are in the gray boxes below]
| A: 1. Greeting 2. Name of Company 3. Offer of Assistance |
| A: Good morning, Olympia Shipping. May I help you? |
| B: 1. Response to question [if asked] 2. Request person or department 3. Please |
| B: Yes, good morning. This is Alice Stillman, I need to speak with Sven Jannsen, please. |
| A: 1. Request a moment 2. Give an apology 3. Give information |
| A: One moment please . . . I am sorry, but Mr. Jannsen is out of the office right now, can I take a message? |
| B: 1. Answer the question 2. Leave message OR say you will call back |
| B: Yes, please. Would you tell him that we need to reschedule our meeting for tomorrow? I have a conflicting appointment that I can’t change. |
| A: 1. Confirm that you will give the message 2. Repeat the message 3. Confirm the accuracy of the message |
| A: Of course. I’ll let him know that you have a conflicting appointment tomorrow that you can not change it, is that correct Ms. Stillman? |
| B: Yes, that is correct. |
| A: 1. Ask for the caller’s telephone number |
| A: And may I have you number please, Ms. Stillman? |
| B: Yes, I am at 422-5692, that’s Hanson Furniture Company. |
| A: 1. Confirm the telephone number 2. Ask if anything else is needed |
| A: That’s 422-5692. Is there anything else I can help you with, Ms. Stillman? |
| B: No, thank you. That’s all I needed. Bye bye. |
| A: Good bye, Ms. Stillman. |
Practice the dialog with a partner
| A: Good morning, Olympia Shipping. May I help you? B: Yes, good morning. This is Alice Stillman. I need to speak with Sven Jannsen, please. A: One moment please . . . I am sorry, but Mr. Jannsen is out of the office right now, can I take a message? B: Yes, please. Would you tell him that we need to reschedule our meeting for tomorrow? I have a conflicting appointment that I can’t change. A: Of course. I’ll let him know that you have a conflicting appointment tomorrow that you can not change it, is that correct Ms. Stillman? B: Yes, that is correct. A: And may I have you number please, Ms. Stillman? B: Yes, I am at 422-5692, that’s Hanson Furniture Company. A: That’s 422-5692. Is there anything else I can help you with, Ms. Stillman? B: No, thank you. That’s all I needed. Bye bye. A: Goodbye, Ms. Stillman. |
When you are finished with this lesson go to
the Taking and Leaving Messages Activities
Business English Taking Messages Lesson