Taking Messages & Transferring Calls

Lesson Plan 2: Taking Messages & Transferring Calls

Objective: Students will be able to politely take messages, offer to transfer calls, and put callers on hold.

Materials: Whiteboard, markers, phone props, message pad templates (or draw on paper).

Procedure:

1. Warm-up & Review (10 minutes)

   • Start with a quick role-play: Student A answers, Student B calls and asks for someone.

   • Ask: "What if the person they want to speak to isn't there?" (Brainstorm answers).

   • Introduce the lesson topic: taking messages and transferring calls.

2. Person is Not Available (15 minutes)

   • Introduce phrases for when someone is unavailable:

     • "I'm sorry, Mr./Ms. [Last Name] is not available right now."

     • "He/She is in a meeting/on another call/out of the office."

     • "He/She is not at his/her desk."

   • Introduce phrases for offering to help:

     • "Can I take a message?"

     • "Would you like to leave a message?"

     • "Can I help you?"

   • Practice short exchanges in pairs.

3. Taking a Message & Confirming (15 minutes)

   • Introduce phrases for taking down details:

     • "What's your name, please?"

     • "What's your phone number/email address?"

     • "Could you spell that for me, please?"

     • "Could you please repeat that?"

   • Introduce confirming the message:

     • "Let me just read that back to you." (Read message) "Is that correct?"

   • Activity: "Message Relay." Student A calls, Student B takes a message. Student B then reads it back to confirm.

4. Transferring Calls & Holding (15 minutes)

   • Introduce phrases for transferring:

     • "I can put you through to [Department/Person]."

     • "Please hold, I'll transfer you."

     • "One moment, please."

   • Introduce putting on hold: "Please hold." "Thank you for holding."

   • Model a complete dialogue: Caller asks for someone -> Unavailable -> Offer to transfer/take message -> Transfer/Take message.

   • Role-play: Scenarios involving unavailable colleagues and the need to take messages or transfer.

5. Wrap-up & Review (5 minutes)

   • Review key phrases for unavailability, taking messages, and transferring.

   • Ask: "What do you say if you need to spell something?"

Assessment: Students' ability to take clear, accurate messages and transfer calls politely during role-plays.

Homework (Optional): Imagine you called a company, and the person wasn't there. Write down the message you would leave for them.

Lesson Plan 3: Videocall Etiquette & Troubleshooting

Objective: Students will be able to initiate/end videocalls, manage common technical issues, and interact politely.

Materials: Whiteboard, markers, computer/tablet (or just pretend), pictures of videocall interfaces.

Procedure:

1. Warm-up & Introduction (10 minutes)

   • Ask: "How often do you use videocalls for work or school?" "What are some good things and bad things about videocalls?"

   • Introduce the idea of videocall etiquette and common technical issues.

2. Starting & Greetings on a Videocall (15 minutes)

   • Introduce specific videocall greetings:

     • "Hi everyone, thanks for joining."

     • "Good morning/afternoon."

     • "Can you hear me / see me okay?" (Crucial initial checks)

   • Review quick self-introductions if new people are joining.

   • Discuss non-verbal cues (eye contact with camera, appropriate background).

   • Activity: "Quick Check-in." Students join a simulated videocall (in pairs/small groups), greet each other, and do the sound/visual check.

3. Handling Technical Issues (15 minutes)

   • Introduce common problems and phrases:

     • "I can't hear you." / "You're muted."

     • "Your video is off." / "I can't see you."

     • "Your screen is frozen." / "The connection is bad."

     • "Can you please repeat that? You're breaking up."

   • Introduce simple solutions/requests: "Can you unmute yourself?" "Could you try turning your camera on/off?"

   • Role-play: Pairs simulate a videocall, intentionally introducing a technical problem that the other student must identify and suggest a solution for.

4. Polite Interaction & Ending Videocalls (15 minutes)

   • Introduce polite interruption: "Can I just jump in here for a moment?" "Excuse me, could I add something?"

   • Introduce phrases for ending:

     • "Thanks for the meeting everyone."

     • "It was good to see you all."

     • "I think that's everything for today."

     • "Let's wrap this up."

     • "Have a good day/evening!"

   • Role-play: Full videocall simulation (2-3 minutes) where students greet, discuss a simple topic, handle a "technical glitch," interrupt politely, and then close the call.

5. Wrap-up & Review (5 minutes)

   • Review key videocall phrases (greetings, issues, closings).

   • Ask: "What's the first thing you say when you join a videocall?"