Answering the Phone (Message Taking) in Workplace English l English Conversation Practice At Work

Summary

In this video, we follow Emily, a young professional at ABC Company, as she navigates a busy workday answering the phone, taking a message, and following up with a crucial email. Emily demonstrates key workplace skills, such as phone etiquette, message taking, and efficient communication. When a caller urgently needs to speak with Mr. Smith, Emily handles the situation with professionalism by confirming details and ensuring the message is delivered promptly. Her actions highlight the importance of clear communication in the workplace, offering valuable insights into effective office interactions.

Takeaways

• 😀 Answering the phone with a polite greeting sets a professional tone for the conversation.
• 😀 Asking for the caller's identity before transferring the call is important for maintaining control and professionalism.
• 😀 Offering to take a message when the intended recipient is unavailable shows willingness to assist.
• 😀 Collecting the caller's contact information, like their phone number, ensures the message can be relayed accurately.
• 😀 Repeating important details, such as the caller's number, helps avoid miscommunication.
• 😀 Sending a follow-up email ensures that important information is documented and delivered promptly.
• 😀 Acknowledging the urgency of a situation helps prioritize messages and show attentiveness.
• 😀 Following up with a phone call ensures that the recipient receives the message in a timely manner.
• 😀 Providing clear details when relaying a message (e.g., the caller’s name, company, and reason for the call) is essential for clarity.
• 😀 Ending the conversation politely and professionally reinforces a positive impression of customer service.

Q & A

What is the main task that Emily performs in the script?

Emily answers the phone, takes messages, and communicates important information to her colleague, Mr. Smith, in a professional and efficient manner.

How does Emily greet the caller when she answers the phone?

Emily answers the phone by saying, 'Good morning, ABC Company. This is Emily speaking. How may I assist you?'

What is the purpose of the message Emily takes from Ken Jones?

Ken Jones from XYZ Corporation calls to speak with Mr. Smith about the insurance of his cargos and requests a call back as the matter is urgent.

What does Emily do when Mr. Smith is unavailable to take the call?

Emily informs the caller that Mr. Smith is unavailable and offers to take a message for him.

What details does Emily collect from the caller in the message?

Emily collects the caller's name (Ken Jones), the company he represents (XYZ Corporation), the purpose of the call (urgent insurance matter), and his phone number (1234-1234).

How does Emily ensure that Mr. Smith receives the message?

Emily writes down the message, emails Mr. Smith with the information, and also calls him to pass on the urgent message.

What key action does Emily take after speaking with Mr. Smith about the message?

After speaking with Mr. Smith, Emily confirms that she has already emailed him the details, ensuring he is fully informed.

What is the tone of Emily's communication throughout the script?

Emily maintains a professional, polite, and helpful tone throughout her communication with both the caller and her colleague, Mr. Smith.

What does Emily do when she finishes taking the call and message?

After taking the call and message, Emily writes the details down on a notepad, emails Mr. Smith, and calls him to ensure he gets the information.

What are some of the useful phrases Emily uses that can be helpful in a workplace phone conversation?

Some useful phrases Emily uses include: 'Good morning, ABC Company. This is Emily speaking. How may I assist you?', 'One moment, please. I’ll put you through.', 'I’m sorry, Mr. Smith is currently unavailable. May I take a message for him?', and 'Can I have your phone number, please?'