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PASSED Business Assignment (5) - Level 5 Diploma
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- I To I TEFL - Level 5 Advanced Diploma
PASSED Business Assignment (5) - Level 5 Diploma
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Name of the Teacher Date Level of the class Length of lessonAnina 23/05/2023 Advanced 60 minutes
Lesson Type:
Business English (Speaking)
Lesson Topic:
Telephone Language – Taking a message on behalf of a colleague
Lesson Aims: Lesson Outcomes:
By the end of the lesson, students will be better able By the end of the lesson, students will have…
to…
To understand the importance of taking a message Students will be able to discuss the significance of accurately
accurately and professionally. and professionally taking messages.
To learn the language and phrases needed to take a Students will be able to use appropriate language and phrases
message effectively. when taking a message, such as asking for the caller's name and
To develop the skills needed to record and relay messages contact information and confirming the message's details.
accurately. Students will be able to accurately record messages that include
crucial information like the caller's name, contact information,
the occasion for the call, and any special requests.
Students will be able to relay messages to their colleagues in a
clear and accurate manner, ensuring that all important details
are given to the colleagues.
pg. 1 Lesson plan V260423
,Anticipated difficulties: Suggested solutions:
1. Language barriers: Because of the students working in 1. The aim is to have students be comfortable during the lesson
different departments of the company, they might have and not feel “behind”. Provide all students with the same clear
varying levels of proficiency in English, which could make and simple examples of the language and phrases they need to
it more difficult for some than others to understand and use when taking a message and allow time for them to practice
use the language and phrases needed to take a message and ask questions amongst each other. The teacher should
effectively. also encourage students to take notes or write down
important information during the call, which can help them
2. Recording details accurately: The students may struggle to remember the details they need to record.
remember all the important details when taking a
message, such as the caller's name, contact information, 2. The teacher will provide students with a template or checklist
and reason for calling. that outlines the key information they need to record when
taking a message and encourage students to repeat back the
message to the caller, using their own words to confirm that
3. Dealing with difficult or demanding callers: Students may they have understood the message correctly.
encounter callers who are angry, impatient, or difficult to
understand, which could make it challenging to take a 3. The teacher will encourage the students to take a deep breath
message effectively. and remain calm during the call. Reminding them to remain
professional and courteous during interaction with difficult
callers. The teacher will provide students with strategies for
handling difficult or demanding callers, such as using empathy
and active listening to defuse the situation.
pg. 2 Lesson plan V260423
, Target Language Analysis
Phrase Meaning Function Concept Question
May I ask who's calling, please? Asking for the caller's name. Used to request the caller's What is the purpose of this
name to record the information question?
/meɪ aɪ æsk huːz ˈkɔː.lɪŋ pliːz/ accurately. Why is it important to know
who is calling?
Could you spell that for me, please? Asking the caller to spell their Used when the caller's name or When would you use this
name or other information. other information may be question?
/kʊd ju spɛl ðæt fɔːr miː pliːz/ difficult to spell or understand. Why is it important to get
the correct spelling of the
caller's name or other
information?
I’m sorry, she/he is not in the office Greeting the recipient and Initiating the phone call, What is the purpose of
today. Can I take a message? stating the caller's identity, introducing oneself, and politely greeting at the beginning of
followed by a polite request seeking to connect with the the call?
/aɪm ˈsɔːri, ʃiː/hiː ɪz nɒt ɪn ðə ˈɒfɪs tə to speak with a specific desired person. Why is it important to
ˈdeɪ. kæn aɪ teɪk ə ˈmɛsɪʤ?/ person. mention the caller's identity?
Good day, I'm calling from ........, Greeting the recipient and Initiating the phone call, What is the purpose of using
May I please speak to ........? stating the caller's identity, introducing oneself, and politely a greeting at the beginning
followed by a polite request seeking to connect with the of the call?
/ɡʊd deɪ, aɪm ˈkɔːlɪŋ frɒm ........, meɪ to have a conversation with a desired person. Why is it important to
aɪ pliːz spiːk tu ........?/ specific person. mention the caller's identity
and the purpose of the call?
Please hold on a minute while I Requesting the caller to wait Informing the caller about the Why is the caller asked to
transfer your call to the correct briefly as the call is being transfer process and asking for hold on?
department. transferred to the appropriate their patience. What is the purpose of
department. transferring the call to the
/pliːz hoʊld ɒn ə ˈmɪnɪt waɪl aɪ correct department?
trænsˈfɜr jɔːr kɔːl tu ðə kəˈrɛkt dɪ
ˈpɑːrtmənt/
I'll make sure the message gets to Taking responsibility for Providing assurance and What is the speaker
him/her as soon as possible. ensuring the timely delivery of commitment to effectively relay promising to do?
pg. 3 Lesson plan V260423
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