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Learning Objectives

2 minutes reading
✓
Employ advanced modal structures (Would you mind + -ing, Could I possibly...) to soften requests and commands
✓
Manage communication breakdowns (bad connections, misunderstandings) using clarification strategies rather than repetition
✓
Distinguish between standard and high-formality registers when screening calls or taking messages
✓
Formulate polite refusals or delays (e.g., putting someone on hold) without causing offense
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Key for this lesson

Without body language, English speakers rely heavily on modals and length to convey politeness on the phone. Short sentences can sound aggressive.

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Grammar / Communication Explanation

4 minutes reading
The "Mind" Construction

High Politeness

Would you mind + VERB-ing ...?

Used for: Asking favors or permission

Example: "Would you mind holding for a moment?"

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Critical Response Rule

To agree, you must say "No" (i.e., "No, I don't mind"). Answering "Yes" means "Yes, it is a problem."

Softening with "Could" and "May"

Polite Requests

Could/May + Subject + Verb (base)
  • Could implies theoretical possibility (softer than Can)
  • May is used primarily for asking permission (very formal)

"Could I ask who is calling?" (Standard)
"May I take a message?" (Formal)

Key Phrasal Verbs for Phones

📞 Put (someone) through: Connect them
❌ Cut (someone) off: Lose connection
📱 Pick up / Hang up: Answer / End
🔊 Speak up: Talk louder
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Learning Tip

If you need the other person to do something (wait, repeat, email), use Would you mind... or Could you possibly.... If you are offering to do something, use I'll or Let me....

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Context & Usage Examples

5 minutes reading

Professional Contexts

🚪 The Gatekeeper (Reception/Assistant): "I'm afraid Ms. Aris is tied up in a meeting. Would you mind calling back after 3 PM?"
🔍 Clarifying Information: "Sorry, I didn't catch that last figure. Could you possibly repeat the invoice number?"
📶 Technical Difficulties: "You're breaking up a little. Would you mind if I hung up and called you right back?"
😤 Handling an Irritated Caller: "I understand the urgency. Let me put you through to the accounts department immediately."
📅 Scheduling: "I'm calling to reschedule our appointment. Would next Tuesday be convenient for you?"

Everyday Contexts

🏥 Medical Appointments: "I'd like to book a check-up. Do you have any openings this week?"
🕐 Service Inquiries: "Could you tell me what your opening hours are on bank holidays?"
📦 Delivery Issues: "I'm calling about a missed delivery. Would it be possible to leave the package with a neighbor?"
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Correct Examples & Common Mistakes

6 minutes reading
1

The "Would You Mind" Trap

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"Would you mind to wait?"

Incorrect: Using infinitive after "mind"

✓
"Would you mind waiting?"

Correct: The verb mind must always be followed by the gerund (-ing)

2

The Direct Identity Question

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"Who is this?" / "Who are you?"

Considered rude and aggressive in a professional context

✓
"May I ask who is calling?" / "Could I take your name, please?"

Polite and professional alternatives

3

"What?" vs. Clarification

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"What? I didn't hear."

Too blunt and can seem rude

✓
"I'm sorry, could you say that again? The line is a bit bad."

Blaming the phone line is a diplomatic way to ask for repetition without blaming the speaker's pronunciation

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Listening Activity

6 minutes

Context: A phone call between Julian (Project Manager) and a Vendor (TechSupport). There is background noise.

🎵 Audio: Julian calls TechSupport
Ready
0:00 / 0:00
🔊
Speed:

Receptionist: TechSupport Solutions, good morning.

Julian: Good morning. Could you put me through to David Chen in repairs, please?

Receptionist: One moment, please... I'm afraid David is on another line. Would you mind holding, or should I ask him to call you back?

Julian: I'll hold. It's quite urgent.

(Music plays, then clicks)

David: David speaking.

Julian: Hi David, this is Julian from Kintail. I'm calling about the server outage.

David: Hi Julian. Listen, you're breaking up. Are you on a mobile?

Julian: Yes, I'm on the train. Is this better?

David: A little. You want an update on the server?

Julian: Exactly. Could you possibly send me the diagnostic report before the 2 PM meeting? My stakeholders are asking for it.

David: I can do that. I'll email it within the hour.

Julian: Thanks. Oh, and would you mind copying my assistant, Sarah, on that email?

David: Not at all. Consider it done.

Question 1: Why does the receptionist give Julian a choice at the beginning?

💡 Hint: Listen to what the receptionist says about David's availability.

Question 2: What technical problem occurs during the conversation?

💡 Hint: Listen for what David says after Julian introduces himself.

Question 3: What specific action does Julian request using a polite modal structure?

💡 Hint: Listen for "Could you possibly..."

Question 4: How does David respond to the request to copy Sarah? (Analyze the meaning)

💡 Hint: Remember the "Would you mind" response rule from the grammar section.
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Interactive Quiz

4 minutes

Choose the most appropriate option for each professional phone situation:

1

You answer the phone, but the caller speaks too fast. Which is the most professional response?

A Speak slowly, please.
B Would you mind slowing down a little? I want to make sure I get the details right.
C I can't understand you.
2

You need to check a detail in a file. You need the client to wait. You say:

A Wait here.
B I will be back.
C Would you mind holding for a moment while I pull up your file?
3

A caller asks: "Would you mind checking the status of my order?" You are happy to do it. You reply:

A Yes, I would.
B No, not at all. One moment.
C Yes, please.
4

Which phrase correctly fills the gap?
"I'm afraid Mr. Ross is _______ at the moment. Can I take a message?"

A tied up
B closed up
C hung up
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Practice Exercises

7 minutes

Exercise A: Politeness Transformation

Change the Direct Command into a Polite Request using the word in parentheses.

1.

"Wait a minute." (MIND)

💡 Hint: Use "Would you mind" + verb-ing
2.

"What is your name?" (ASK)

💡 Hint: Use "Could I ask" or "May I ask"
3.

"Repeat that." (COULD)

💡 Hint: Use "Could you" + base verb
4.

"I want to speak to HR." (PUT)

💡 Hint: Use the phrasal verb "put through"

Exercise B: The "Bad Line" Toolkit

Complete the sentences with the correct word from the box: [catch, breaking, lose, speak, faint]

1.

"I'm sorry, I didn't _______ that. Could you say it again?"

💡 Hint: This word means "hear" or "understand"
2.

"You are _______ up. I can only hear every other word."

💡 Hint: This phrasal verb describes intermittent audio
3.

"Your voice is very _______; are you far from the microphone?"

💡 Hint: This adjective means "quiet" or "weak"
4.

"Could you _______ up a little? It's noisy here."

💡 Hint: This phrasal verb means "talk louder"
5.

"I think I might _______ you when I go into the tunnel."

💡 Hint: This verb means the connection will be cut

Exercise C: Gap Fill - Dialogue Logic

Select the correct phrase to complete the exchange.
Phrases: [This is he, speaking to, bear with me]

Caller: Good morning. I'd like to speak to Marcus, please.

Marcus: . How can I help you?

Caller: Hi Marcus. I'm calling about the contract.

Marcus: Just a second, let me find the document. Please .

Caller: No problem.

Marcus: ...Okay, I have it. Who exactly am I ?

Caller: It's Sarah from Logistics.

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Speaking Practice

4 minutes
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Preparation for Class

Use these tasks to prepare for speaking practice with your teacher.

💼 Task 1: Controlled - Polite Refusals

You are a receptionist. Respond to the prompts politely, stating the person is unavailable:

  • Prompt: "Can I talk to the CEO?" → "I'm afraid..."
  • Prompt: "Is John there?" → "I'm sorry, he's..."
  • Prompt: "Connect me to Sales." → "Would you mind..."
🤝 Task 2: Guided - The Urgent Message

You call a supplier to change an order quantity (it must be doubled). The person you need (Ms. Green) is not there.

  • Explain to the receptionist who you are.
  • Ask for Ms. Green.
  • When told she is "tied up," leave a detailed, urgent message asking for a callback by 5 PM.

Use: "Could you tell her..." and "It is vital that..."

🎤 Task 3: Free - The Bad Connection

Roleplay with a partner (or record yourself). You are on an important call with a client, but the line is terrible. You need to:

  • Interrupt politely.
  • Explain the technical issue (breaking up/echo).
  • Propose a solution (calling back on a landline or using a different app).
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3 Key Takeaways

1. Grammar: Use Would you mind + -ing for requests. Remember the answer "No" means "Yes, I will do it."
2. Vocabulary: "Tied up" (busy), "Put through" (connect), "Breaking up" (bad audio).
3. Strategy: Never say "What?". Always blame the connection or your own hearing ("I didn't catch that") to be polite.

Signal Words/Phrases

⏳ Bear with me a moment... (While searching for data)
😔 I'm afraid... (Softening bad news/refusal)
❓ Could I ask what this is regarding? (Screening a call)
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