Shadowing Practice: Answering the Phone (Message Taking) in Workplace English l English Conversation Practice At Work - Learn English Speaking with Video

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Answering the phone and message taking in workplace.
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We see Emily, a young woman who has recently adapted to her new workplace, starting her normal work day in a busy office.
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Emily walks to her desk and starts checking her emails.
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Suddenly, the phone rings.
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Good morning, ABC Company.
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This is Emily speaking.
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How may I assist you?
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Good morning.
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I'd like to speak to Mr. Smith, please.
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Certainly.
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May I ask who's calling, please?
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This is Ken Jones from XYZ Corporation.
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Thank you.
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One moment please.
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I'll put you through.
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Emily transfers the call to Mr. Smith's office.
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Unfortunately, he doesn't pick up.
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I'm sorry, Mr. Smith is currently unavailable.
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May I take a message for him?
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Sure, please tell him that John from XYZ called and ask him to call me back at his earliest convenience.
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I need to talk to him about the insurance of my cargoes.
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It's urgent.
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I'll be happy to pass along the message.
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Can I have your phone number, please?
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Yes, it's 1234-1234.
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1234-1234.
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Is that right?
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That's right.
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Thank you, Mr. Jones.
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I'll make sure Mr. Smith gets your message.
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Thank you very much.
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You're welcome.
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We put a lot of effort into making these videos, so if you enjoyed watching, please give us a thumbs up.
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It really helps us reach more people and share our content with a wider audience.
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Thank you for your support.
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Emily hangs up the phone and writes down the message on a notepad.
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That's a very urgent message.
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I should email Mr. Smith to let him know.
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Emily opens her email and types out a message to Mr. Smith, letting him know that John Jones from XYZ Corporation called and that it's urgent.
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Now, I'll make sure this message gets to Mr. Smith as soon as possible.
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Emily picks up the phone again and dials Mr. Smith's office number.
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This time, he picks up.
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Hello?
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Good morning, Mr. Smith.
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This is Emily from the front desk.
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I have an urgent message for you from John Jones at XYZ Corporation.
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He called to talk to you about the insurance of his cargos.
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Oh, I see.
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Thank you, Emily.
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Can you please email me the details?
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Yes, I've already sent you an email with all the information.
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Great, thank you so much for letting me know.
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You're welcome, Mr. Smith.
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Have a great day.
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Emily hangs up the phone and smiles, knowing that she handled the call and message-taking professionally and efficiently.
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Before we go, let's review some useful phrases Emily used today.
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Good morning ABC Company.
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This is Emily speaking.
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How may I assist you?
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One moment please.
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I'll put you through.
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I'm sorry, Mr. Smith is currently unavailable.
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May I take a message for him?
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Can I have your phone number please?
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See you next time.

About This Lesson

In this lesson, you will practice essential workplace English skills, particularly focused on answering the phone and taking messages. You will learn how to greet callers, transfer calls, and take detailed messages effectively. This skill set is vital for anyone working in an office environment, helping you communicate professionally and confidently.

Key Vocabulary & Phrases

  • Good morning, ABC Company. This is Emily speaking. - A polite way to answer the phone.
  • How may I assist you? - A courteous inquiry about the caller's needs.
  • One moment, please. I’ll put you through. - A phrase used to inform the caller that you are transferring the call.
  • I’m sorry, Mr. Smith is currently unavailable. - A professional way to inform the caller that the intended recipient is not available.
  • May I take a message for him? - A polite offer to record a message for the person the caller wants to reach.
  • Can I have your phone number, please? - A request for the caller's contact information to relay the message.
  • I've already sent you an email with all the information. - A helpful follow-up to ensure that the recipient is informed promptly.

Practice Tips

When practicing phone conversations, especially as demonstrated in this video, consider using the shadowing technique. Begin by listening to the dialogue carefully, paying attention to the speed and tone of the speakers. You can repeat phrases after hearing them, mimicking the intonation and rhythm, which enhances your shadow speech skills.

Start with short sections of the transcript. Pause after each phrase to repeat it aloud, focusing on clarity and pronunciation. Gradually increase the length of the segments as you become more comfortable. This approach helps reinforce your learning and aids in building confidence when answering calls in real-life situations.

Additionally, consider practicing with a partner or using a shadowing site to make your practice sessions interactive and engaging. Regular practice will improve not only your vocabulary but also your overall communication skills, making you feel more prepared for workplace interactions.

What is the Shadowing Technique?

Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.