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I’m sorry, he/she’s not available … . Check time available
Sorry he/she’s away/ not in/ in a How much time do you
meeting/ in Milan. need?
How much time do you
Leaving and taking messages have?
Could you give him/her a message? Objectives
Can I leave him/her a message? Who do you want to speak
Please tell him/her …… . to?
Please ask him/her to call me at … . In case of non-availability
Can I take a message? have an alternative strategy:
Would you like to leave a message?  call back/ be called back
If you give me your number, I’ll ask – when?
him/her to call you later.  leave a message
 speak to someone else
Offering to help in other ways  write or fax information
Can anyone else help you?
Can I help you perhaps? Do you want to:
Would you like to speak to his  find out information?
assistant?  Give information?
Shall I ask him to call you back?
Introduction
Asking for repetition Do you need to refer to:
Excuse me. / Sorry, I didn’t catch (your  a previous call?
name/ your number/ your company  a letter, order, invoice
name/ etc.) or fax?
Excuse me. / Sorry, could you repeat  someone else (who)?
your (name, number, etc.)  an event (what? when?)
Excuse me. / Sorry, I didn’t hear that. Prediction
Excuse me. / Sorry, I didn’t understand What do you expect the
that. other person to say/ ask
Could you spell (that/ your name), you? How will you
please. respond?

Acknowledging repetition Language
Okay, I’ve got that now. Key phrases
I understand. Pronunciation
I see, thank you. Spelling
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