YOU:

“Excuse me, sorry to trouble you — I think my luggage may have been mislaid.”

SHARON (exhausted but trying):

“Oh… was it on the 14:30 from Madrid?”

YOU:

“Yes, and it doesn’t seem to have arrived on the carousel. Would it be possible to check if it’s still on the aircraft?”

SHARON:

“There’s a form you can fill in.”

YOU:

“Lovely. Is it online or… paper?” (with quiet doom)

SHARON:

“Paper.”

YOU:

“Of course it is.” (smiling, dying inside)

“Well — thank you for your help.”

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“I wore my ballet flats to the office but switched to stilettos for dinner.”

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Question tag quiz - https://learningbritishaccent.com/question-tag-quiz/

Phrasal Verb Quz - https://learningbritishaccent.com/phrasal-verbs-with-hand/

[Two colleagues trying to confirm meeting details by phone]

Caller: "Hi, it’s Priya – just checking if we’re still on for this afternoon…"

Receiver: "Hi Priya. Sorry, you’re breaking up a bit. Could you say that again?"

Caller: "I just wanted to confirm our meeting at 2:30."

Receiver: "Ah, yes – 2:30. Got it. Are we still meeting at the office?"

Caller: "Sorry, could you repeat that? The signal’s a bit patchy."

Receiver: "No problem – I asked if we’re still meeting at the office."

Caller: "Yes, same place as before. Thanks!"

Receiver: "Perfect – see you then!"

[Client calling from a train station – receptionist struggles to hear clearly]

Caller: "Hi, I’m just calling to check what time my appointment is tomorrow?"

Receptionist: "Of course – sorry, it’s a bit difficult to hear. Are you on speaker?"

Caller: "Yes, I’m at Paddington – it’s a bit noisy!"

Receptionist: "No worries! Could you just confirm your name again?"

Caller: "It’s Meera Shah – M-E-E-R-A."

Receptionist: "Thanks. Yes – you’re booked in at 11:15 with Dr Thomas."

Caller: "Brilliant. See you then!"

Receptionist: "Looking forward to it – and good luck getting out of Paddington!"

Caller: "Thanks – I’ll need it!"

Receptionist: "Bye for now!"

Caller: "Bye!"

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Embedded Questions Quiz : https://learningbritishaccent.com/embedded-questions-quiz/

[At a health clinic – booking a follow-up appointment]

Receptionist: "Good morning, Willow Health Centre, Chloe speaking."

Caller: "Hi, I need to book a follow-up appointment with Dr Patel."

Receptionist: "Of course. Would next Tuesday at 10 o’clock suit you?"

Caller: "Hmm, I’m working that day. Do you have anything later in the week?"

Receptionist: "Let’s see… I have Thursday at 3pm or Friday at 9:15 available."

Caller: "Thursday at 3 would be perfect, thanks."

Receptionist: "Great. So that’s Thursday the 11th at 3pm with Dr Patel. I’ll send over a confirmation by email."

Caller: "Brilliant, thanks very much."

Receptionist: "You’re very welcome. See you then!"

[At a law office – client missed their appointment and is calling to rebook]

Caller: "Hello, this is Angela Martin. I had an appointment with Mr Lewis yesterday but unfortunately I couldn’t make it. I’d like to reschedule if possible."

Receptionist: "Of course, no problem at all. Let me just check his diary… Would Friday at 2pm work for you?"

Caller: "That should be fine, yes."

Receptionist: "Lovely. So I’ve booked you in for Friday the 14th at 2 o’clock with Mr Lewis. Shall I send over a confirmation email?"

Caller: "Yes, please — that would be great."

Receptionist: "All done. You’ll receive an email shortly. We’ll look forward to seeing you then!"

Caller: "Thank you so much!"

Receptionist: "You’re very welcome. Bye for now!"

Caller: "Bye!"

Go to the Quiz: https://learningbritishaccent.com/present-perfect-past-simple-quiz/

Receptionist: "Good afternoon, Customer Services, Rachel speaking."

Caller: "I've been trying to get through for half an hour! This is ridiculous!"

Receptionist: "I'm very sorry you've had trouble reaching us. Let me see how I can help you today."

Caller: "I need to speak to someone about my order — right now!"

Receptionist: "Of course. May I take a few details, and I'll transfer you to the appropriate department immediately?"

Caller: "Fine. It's order number 54321."

Receptionist: "Thank you. I'll pass this straight on to the Orders Team. One moment, please."

Receptionist: "Good morning, IT Support, Megan speaking."

Caller: "Oh, um, hello. I'm not sure if I've called the right number. I need help with my laptop..."

Receptionist: "No problem at all — you're through to IT Support. Let’s see if I can help."

Caller: "It's just... it's not turning on properly, and I don't know what to do."

Receptionist: "I completely understand. Could I take your name and your department, please?"

Caller: "Yes, it's Olivia Patel from Marketing."

Receptionist: "Thank you, Olivia. Let me just check which technician is available, and I’ll get someone to give you a call back shortly."

Caller: "Alright, thanks very much."

Receptionist: "You're very welcome. We'll be in touch as soon as possible."

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[At the office – taking and leaving a message]

Receptionist: "Good afternoon, Marketing Department, Sarah speaking."

Caller: "Oh, hello, could I speak to Laura, please?"

Receptionist: "I'm terribly sorry, Laura’s away from her desk at the moment.

Would you like to leave a message?"

Caller: "Yes, could you ask her to give me a ring when she's back? It's Anna from Premier Solutions."

Receptionist: "Of course — Anna from Premier Solutions. Could you just spell 'Premier' for me, please?"

Caller: "Certainly — that's P-R-E-M-I-E-R."

Receptionist: "Thank you. And could I take a contact number, just in case?"

Caller: "Yes, it's 07983 456 210."

Receptionist: "Perfect, I'll make sure she gets the message."

[At the office – receptionist taking a detailed message]

Receptionist: "Good morning, Finance Department, Emily speaking."

Caller: "Hello, could I speak to Priya Sharma, please?"

Receptionist: "I'm afraid Priya’s in a meeting at the moment. Would you like to leave a message?"

Caller: "Yes, please. Could you ask her to send me the updated invoice?"

Receptionist: "Of course. Could I take your name, please?"

Caller: "Yes, it's Jessica Morgan."

Receptionist: "Thank you, Jessica. And could I take your email address, just in case she needs to send it directly?"

Caller: "Certainly — it's j.morgan at linfield hyphen group dot co dot uk."

Receptionist: "Just to confirm, that's J dot Morgan at Linfield hyphen Group dot co dot uk?"

Caller: "That's right."

Receptionist: "Lovely, I'll pass the message on as soon as Priya is free."

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Try recording yourself playing each role. Play it back and why not compare your version with mine on this week’s podcast episode.

Receptionist: "Good afternoon, Bright Solutions, Sarah speaking."

Caller: "Hi, I’m calling about my invoice."

Receptionist: "Of course—let me just pull up your details. Could I take your reference number?" (↑)

Caller: "It’s INV-4567."

Receptionist: "Thank you. I’ll check this now… Yes, I can see it here. I’ll email a copy straight over." (↓)

Caller: "Great, thanks!"

Receptionist: "You’re welcome. Is there anything else I can help with?" (↑)

Section 2 starts around 6mins into the show.

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