Business phone call: leaving a clear message
CEFR: A2
Read/Listen first
Yesterday afternoon I called a new client to confirm a meeting, but his extension kept ringing. The receptionist finally answered and explained that he had already left the office. I have tried to reach him several times this week, but the line was always engaged. She offered to put me through to his colleague, yet I really needed to speak to him. I asked if I could leave a clear message and requested that he call me back before he finishes work on Friday. I also said that I would send a short email with the details, so nothing would be forgotten. Because we work in different time zones, I suggested a few possible times for a video call. The receptionist repeated my phone number and read the message back to me. She promised that he would receive it as soon as he returned and that he would contact me to rearrange the meeting.⚡ Learning goals
- Can understand a short professional phone message about a meeting.
- Can leave a clear phone message with key details and a call-back request.
- Can rearrange a meeting time politely on the phone.
✨ Key language
- Could I leave a message? “Could I leave a message for Mr Harris, please?”
- I have tried to reach you several times this week. “I have tried to reach you several times this week.”
- He would receive it as soon as he returned. “She promised he would receive it as soon as he returned.”
⚙️ Rules & Grammar — 4 Structures
1️⃣ Present perfect for repeated attempts
Rule: Use have/has + past participle to talk about repeated actions in an unfinished period of time.Examples: I have tried to reach him several times this week.; She has called three times today.; We have spoken about this before.
Common pitfall + fix: Learners often use the past simple with this week. Use the present perfect instead when the time is not finished.
Choose the best option: I ______ to reach you several times this week.
Tip: Use have + past participle with unfinished time expressions like this week.
Fill with the best answer: I ______ you twice about the meeting this morning.
Tip: Use the present perfect to link the past action to the present situation.
2️⃣ Past simple for completed events
Rule: Use the past simple to describe finished actions at a specific time in the past.Examples: Yesterday afternoon I called a new client.; The receptionist answered after three rings.; He left the office at six o’clock.
Common pitfall + fix: Do not mix past simple and present time expressions. Use a clear past time like yesterday or last week.
Choose the best option: I ______ the client yesterday afternoon.
Tip: Use the past simple with finished times like yesterday or last Friday.
Fill with the best answer: The receptionist finally ______ after three rings.
Tip: Describe completed events in the past with the past simple form.
3️⃣ Would for polite requests and future in the past
Rule: Use would to make polite requests and to talk about future events seen from a past moment.Examples: I would send a short email with the details.; She promised that he would receive the message.; He said he would call me back later.
Common pitfall + fix: Learners sometimes use will after past verbs like promised. Use would instead in this context.
Choose the best option: He said he ______ me back later.
Tip: After a past reporting verb like said, use would to show future in the past.
Fill with the best answer: She promised that he ______ the message.
Tip: Combine would with the base verb to describe a result in the future from a past view.
4️⃣ Time clauses with before and as soon as
Rule: Use time clauses with before and as soon as to connect actions and show which happens first.Examples: Call me back before you finish work on Friday.; He will read the message as soon as he returns.; I always check the time zone before I call a client.
Common pitfall + fix: Learners sometimes use will after before or as soon as. Use the present simple in the time clause instead.
Choose the best option: Please call me back ______ on Friday.
Tip: In time clauses, use the present simple, not will, after before and as soon as.
Fill with the best answer: She will pass on the message ______.
Tip: Use a time clause with as soon as to show the first possible moment for an action.
✍️ Vocabulary
extension
Meaning: an internal phone number used inside a company or office.Synonyms: internal number, direct line, office line.
Chunk/Idiom: His extension keeps ringing but he never answers it.
Example: Please dial my extension if you need to confirm the meeting.
Morphology: noun; countable; takes an article before the noun.
Self-practice: Say your own office extension and spell it aloud.
voicemail
Meaning: an electronic system that records messages when you cannot answer the phone.Synonyms: voice message, recorded message, phone mailbox.
Chunk/Idiom: Please leave a voicemail if I cannot take your call.
Example: I checked my voicemail and found three messages from clients.
Morphology: noun; uncountable in general use; sometimes used in the plural voicemails.
Self-practice: Record a short voicemail greeting with your name and company.
engaged line
Meaning: a phone line that is busy because another person is already using it.Synonyms: busy line, occupied line, unavailable line.
Chunk/Idiom: The line was engaged every time I called this morning.
Example: I waited a few minutes and tried again because the line was engaged.
Morphology: noun phrase; engaged is an adjective before the noun line.
Self-practice: Describe a time when a company’s phone line was engaged for you.
leave a message
Meaning: to give information for someone who is not available to take the call.Synonyms: leave details, give a message, pass on information.
Chunk/Idiom: Could I leave a message for your manager, please?
Example: I decided to leave a message instead of calling again later.
Morphology: verb phrase; leave is the main verb followed by a noun object.
Self-practice: Practise leaving a short message with your name, number, and reason.
call you back
Meaning: to telephone someone again after the first call, usually later the same day.Synonyms: return your call, ring you back, phone you again.
Chunk/Idiom: I will call you back as soon as I finish this meeting.
Example: She promised to call me back before she left the office.
Morphology: phrasal verb; call back with a direct object pronoun in the middle.
Self-practice: Write two sentences where you promise to call someone back.
time zone
Meaning: an area of the world that uses the same official time.Synonyms: local time, regional time, zone time.
Chunk/Idiom: We must check the time zone before we plan the call.
Example: Working with clients in another time zone can be difficult to organise.
Morphology: noun phrase; time is a noun and zone is a noun used as a modifier.
Self-practice: Say which time zone you work in and who you call in other zones.
☁️ Examples (+ audio)
I have tried to reach you several times this week.
Your extension was engaged when I called yesterday.
Could you please return my call before you finish work on Friday?
The receptionist will pass your message on as soon as you return.
✏️ Exercises
Grammar
Which form completes the sentence: I ______ to reach him several times this week.
Tip: Use have + past participle with this week when the time is not finished.
Which verb is correct: I ______ the client yesterday afternoon.
Tip: With a finished time like yesterday, choose the past simple form.
Fill with the best answer:
He ______ the office before I called again.Tip: Use the past simple for a completed action at a known time in the past.
Fill with the best answer:
She promised that he ______ the message.Tip: After promised, use would to express a future result from a past promise.
Vocabulary & Comprehension
When a line is ______, another person is already using the phone.
Tip: Think of the word people use instead of busy line in British English.
Why did the caller suggest a few times for the meeting?
Tip: Look at the sentence about working in different parts of the world.
Fill with the best answer:
Could I ______ for Mr Harris, please?Tip: Use the full polite phrase for giving information when someone is absent.
Fill with the best answer:
If I cannot take your call, please leave a ______.Tip: Think about the electronic system that records phone messages.
✅ Guided practice
Mini-dialogue:
A: Hi, this is Carla from Northstar Consulting. I’m calling about our meeting.B: Hello Carla, thanks for calling. I heard you tried to reach me yesterday.
Carla: Yes, I left a message with your receptionist to rearrange the time.
Why this matters:
Clear phone messages save time for everyone. They help colleagues understand what you need before they call back. This is essential when you work across different time zones.Verb & Adjective Pack:
leave a message — Please leave a message if the line is engaged.call you back — He will call you back before he finishes work.
time zone — We need to choose a time that fits each time zone.
Try & compare:
Fill with the best answer: I have ______ to reach you several times this week.
Tip: Use the present perfect form with have to show recent repeated actions.
Self-correction: Fix the sentence: She promised he receive the message yesterday.
Tip: Use would after promised to show future in the past.
Practice aloud: Listen, repeat, then type the sentence.
Please call me back before you finish work on Friday.
Tip: Listen for the time expression before you finish work on Friday.