English Listening: How to Effectively Describe Problems and Leave Messages Over the Phone

Have you ever heard the phone ring and just knew it was going to bring bad news? It is often said that when the telephone rings, it usually signals a problem. In this lesson, we focus on describing problems over the phone. First, let's review the learning objectives. By the end of this lesson, you will be able to list guidelines for leaving a message, describe a problem, identify language to explain different problems, and leave a message describing an issue.

We'll start by listening to some examples of voicemail messages describing problems. For each message, listen for the answers to two questions. Ready? Let's listen to the first one.

For message one, listen for the answers to these questions: 1. Did the caller give his number? 2. What is the problem?

Hello, Ms. Hamilton. This is Brent Davidson from ET Printing. I'm calling about the brochures you ordered. I'm sorry if we're having a little trouble with them. We don't seem to be able to open the image that you sent. Would you be able to send it again as a PNG file? Please call me at 544-343-03030 if you have questions. Thanks, bye.

For message two, listen for the answers to these questions: 1. Does the caller know Mina? 2. What is the problem?

Hi, Mina, Shanna here. Listen, I have a slight problem with the audio-visual equipment in the summit room. It looks like the microphone doesn't work very well. I think it might need some new batteries. Could you send someone up with two new ones? Thanks.

For message three, listen for the answers to these questions: 1. Did the caller end with a polite phrase? 2. What is the problem?

Hello Tim, this is Emily. I'm calling about the launch party. I'm afraid I have a bit of bad news. Unfortunately, the Rainier View Room isn't available on the 10th. I'd like to discuss some alternatives with you. So could you call me back as soon as possible? My number is 232-455-3231. Again, that's 232-455-3231. Thanks and I hope to hear from you soon.

All three messages are good examples of leaving a voicemail. As covered in week one of this course, you should give your name, your company if appropriate, your reason for calling, how to contact you, and a positive closing. Messages should also be short and focused. Now, let's look at guidelines for describing a problem in a voicemail message. First, indicate that there is a problem as soon as possible, but avoid stating specifics immediately. For example, instead of saying, "Hi Tim, this room is too small," start generally so the other person can prepare. Use general nouns like problem, bad news, or trouble.

When delivering bad news, consider softening the language using expressions like I'm afraid, I'm sorry, or unfortunately. Examples: I'm afraid I have some bad news. I'm sorry, but we have a problem. Unfortunately, we're having some trouble. You can also soften nouns like news, problem, or trouble: I have a bit of bad news. We have a slight problem. We're having a little trouble. If the issue is serious, emphasize it: I'm afraid I have some really bad news. I'm sorry, but we have a major problem. Unfortunately, we're having some serious trouble.

After indicating there is a problem, specify what it is, possibly using softening phrases such as it appears that, it seems that, it looks like, or apparently. Examples: It appears that they never received our reservation. It seems that we won't be able to start setting up until 5 p.m. It looks like we're going over budget. Apparently, the DJ is sick and must cancel.

After explaining the problem, include a specific request. Requests can be simple or more complex. For routine requests, direct language is fine: Can we discuss this as soon as possible? Could you call the company and ask what happened? Please let me know if I should find another location. For special requests, use indirect language: Would it be possible to start later? I wonder if you could send us a replacement. Do you think you could find another DJ for me? For more on being indirect in English, see our course on networking in this specialization.

Finally, close with a positive sentence. In situations with a problem, you usually hope to speak in person, so suitable closings include: Talk to you soon. I hope to speak to you soon. I hope to hear from you soon. Using "soon" signals you don't want the other person to wait too long.

In summary, the guidelines for leaving a message about a problem are: after greeting, state that there is a problem, optionally soften the language, explain the problem (again softening if appropriate), make a specific request (direct for routine, indirect for special), and finally ask the person to contact you soon.