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    Lesson 4 Taking Messages

    Uploaded by

    Bai Donna S. Aliman
    This lesson provides guidance on taking telephone messages. It outlines a typical call structure where a receptionist may need to take a message. The dialog demonstrates politely asking the caller to leave a message when the requested person is unavailable. It shows confirming the message details and obtaining the caller's contact information before ending the call. Practicing the example dialog helps internalize the proper steps to effectively take messages.

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    © All Rights Reserved
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    Lesson 4 Taking Messages

    Uploaded by

    Bai Donna S. Aliman
    40 views1 page
    This lesson provides guidance on taking telephone messages. It outlines a typical call structure where a receptionist may need to take a message. The dialog demonstrates politely asking the caller to leave a message when the requested person is unavailable. It shows confirming the message details and obtaining the caller's contact information before ending the call. Practicing the example dialog helps internalize the proper steps to effectively take messages.

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    © © All Rights Reserved

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    This lesson provides guidance on taking telephone messages. It outlines a typical call structure where a receptionist may need to take a message. The dialog demonstrates politely asking the caller to leave a message when the requested person is unavailable. It shows confirming the message details and obtaining the caller's contact information before ending the call. Practicing the example dialog helps internalize the proper steps to effectively take messages.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    40 views1 page

    Lesson 4 Taking Messages

    Uploaded by

    Bai Donna S. Aliman
    This lesson provides guidance on taking telephone messages. It outlines a typical call structure where a receptionist may need to take a message. The dialog demonstrates politely asking the caller to leave a message when the requested person is unavailable. It shows confirming the message details and obtaining the caller's contact information before ending the call. Practicing the example dialog helps internalize the proper steps to effectively take messages.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    Lesson 5: Taking Messages Lesson

    ** 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.

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