Clarifying & Confirming Details
You repeat back the message to the caller to ensure accuracy, asking clarifying questions if anything is unclear or to confirm specific details like spellings or numbers.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
available
Means someone is free to talk or can be reached right now. Use it when checking if a person is present, like on the phone.
stepped out
A polite way to say someone has left the room or office temporarily. It's common in professional settings to explain absence briefly.
message
Information you pass on to someone else, like a note from a phone call. In this context, it's about taking notes for an unavailable person.
urgent
Means something is very important and needs quick attention. Use it to emphasize the need for a fast response in messages.
spell out
To say the letters of a word one by one, like A-B-C. It's useful for confirming names or details over the phone to avoid mistakes.
confirm
To check or make sure something is correct by repeating it. It's a key step in taking messages to ensure accuracy.
Key Sentences
Important phrases to remember and practice
Hello, Sarah's office. Emily speaking.
This is a standard way to answer a business phone. It identifies the place and the speaker politely. Use it in professional calls to sound formal and clear.
Is Sarah available?
A simple question to check if someone can talk. It's direct and common in phone conversations. The grammar uses 'is' for present availability.
I'm afraid she's stepped out for a moment. Can I take a message for her?
Politely explains absence and offers help. 'I'm afraid' softens bad news. Useful for offering to assist when someone is away, showing good service.
Could you tell her to call me back about the quarterly report? It's quite urgent.
Requests a specific action in a message. 'Could you' is polite for requests. 'Call me back' means return the call. Add 'urgent' to stress importance.
Could you spell out your last name for me, please?
Asks for clarification on spelling to get details right. 'Spell out' is key for accuracy. Use this when names or info might be unclear over the phone.
Okay, so just to confirm, you're James Miller, spelled M-I-L-L-E-R, and you'd like Sarah to call you back at 555-1234 regarding the urgent quarterly report. Is that all correct?
Repeats the message to verify accuracy. 'Just to confirm' introduces checking. This pattern ensures no mistakes; repeat key details like names, numbers, and reasons.
You're welcome. I'll make sure she gets the message as soon as she's back.
A polite response to thanks, promising action. 'You're welcome' is standard after 'thank you.' Use it to reassure the caller that the message will be delivered promptly.