Office phone calls: speaking clearly and politely

Summary

This 90-minute ESL lesson for A1 learners explores Office phone calls: speaking clearly and politely through a real article. Across 10 interactive exercises, you'll develop reading comprehension, vocabulary, grammar, practical communication, speaking skills — all built around authentic English content.

What you'll practise:

• 5 key vocabulary items with definitions and usage notes
• Grammar focus: Using 'can' for requests and ability with examples and practice
• Real-world phrases for taking a message on the phone
• Gap-fill and cloze exercises to test vocabulary in context
• Matching exercise to connect terms with their meanings

Lesson activities (10 exercises)

Each exercise builds on the previous one. Work through them in order for the best learning experience.

1. Warm-up — Discussion questions to activate what you already know about the topic.
2. Comprehension — Answer questions to check your understanding of the main ideas and supporting details.
3. Vocabulary — Learn key words and expressions from the article, with definitions and usage notes.
4. Matching — Connect words, phrases, or concepts to their correct counterparts.
5. Grammar — Study Using 'can' for requests and ability — explanation, examples, and key rules.
6. Fill the gaps — Complete sentences with the correct vocabulary. Drag and drop or type your answers.
7. Practical English — Learn phrases for taking a message on the phone — ready to use in real conversations.
8. Multiple choice — Choose the correct answer from four options — testing comprehension and language use.
9. Discussion — Reflect on the topic and share your opinions using the language you've learned.

Vocabulary

This lesson introduces 5 key terms drawn directly from the article:

• to call back — to telephone someone again later
• to take a message — to write down information for someone who is not available
• the line is busy — the person you are calling is already talking on the phone
• hold on, please — wait for a short time
• wrong number — an incorrect phone number

Grammar

This lesson focuses on Using 'can' for requests and ability.

We use the verb 'can' to ask for something politely on the phone. We also use it to talk about what is possible or what someone is able to do.

Examples from the lesson:

• Can I speak to Mr. Smith, please? — Use 'can' to make a polite request.
• I can call back in one hour. — Use 'can' to say what you are able to do.
• Sorry, she can't come to the phone right now. — Use 'can't' (cannot) for the negative form.

Key rules:

• For questions, use: Can + subject + verb? (e.g., Can you wait?)
• For negative sentences, use: subject + can't + verb. (e.g., I can't hear you.)
• Always use the simple form of the verb after 'can' (e.g., 'can speak', not 'can to speak').

Practical English

Taking a message on the phone

When you answer the phone at work, you need to be polite and clear. Use these phrases when a colleague is not available and you need to take a message for them.

Phrases you'll learn:

• "'Good morning, [Company Name].'" — to answer the phone politely.
• "'I'm sorry, he/she is not here right now.'" — to say someone is not available.
• "'Can I take a message?'" — to offer to help the caller.
• "'Can I take your name, please?'" — to ask for the caller's name.
• "'And your phone number?'" — to ask for the caller's number.