Topic: Telephone etiquette
Lesson: Availability
This is the second week covering telephone etiquette. This time, we are going to learn how to take messages and professionally take calls for other people who are unavailable.
Part 1 – Out of the office
There are times at the office when you receive a call, but the caller is asking for someone else. This is very common when talking to a receptionist and in offices that incorporate open-plan seating where nobody has their own desk. As a class, think of some ideas for what to say as i) a person receiving a call, and ii) a person calling asking for someone who is not available.
Part 2 – Messages and closing the call.
Asking if a caller wants to leave a message is also a signal to the caller that this is the end of the call. There are some other important formulaic phrases. How would you say the provided Japanese phrases in English?
Part 3 – Which phrases are best?
Being honest is not always the best way to respond. On the page there is a series of pictures. You need to choose the best phrases to use with the callers in each situation keeping in mind that you and the person who is absent need to maintain a professional and positive image for yourselves and the company. More than one phrase may be appropriate.