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Classroom slides
Show these on a projector or TV. Use the arrow keys, or tap the right side of a slide to go forward and the left side to go back. Press ▶ to play the recording, F for full screen and P to play the slide's audio.
Everyday English · Lesson 9 · Starter · A1
Making an appointment by phone
Call to book, change or cancel an appointment.
Welcome, !
Warm-up · talk with a partner
Do you like phone calls in English? What makes them hard?
Key phrase 1 of 8
Hi, I'd like to make an appointment, please.
Start the call.
Key phrase 2 of 8
Do you have anything on Thursday?
Ask about a day.
Key phrase 3 of 8
Is 2:30 OK?
Suggest a time.
Key phrase 4 of 8
Can I have your full name and date of birth?
Receptionists often ask this.
Key phrase 5 of 8
I need to cancel my appointment.
Cancel.
Key phrase 6 of 8
Could I move it to next week?
Change the time.
Key phrase 7 of 8
Sorry, the line is bad.
If you can't hear well.
Key phrase 8 of 8
Thanks, see you then.
End the call.
Conversation
Receptionist and Raj
Listen to the whole conversation first. Then we go line by line.
Conversation · line 1 of 10
Receptionist
Good morning, Riverside Dental. How can I help?
Conversation · line 2 of 10
Receptionist: Good morning, Riverside Dental. How can I help?
Raj
Hi, I'd like to make an appointment, please.
Conversation · line 3 of 10
Raj: Hi, I'd like to make an appointment, please.
Receptionist
Sure. Do you have a time in mind?
Conversation · line 4 of 10
Receptionist: Sure. Do you have a time in mind?
Raj
Do you have anything on Thursday afternoon?
Conversation · line 5 of 10
Raj: Do you have anything on Thursday afternoon?
Receptionist
We have 2:30 or 4:15.
Conversation · line 6 of 10
Receptionist: We have 2:30 or 4:15.
Raj
2:30 is great.
Conversation · line 7 of 10
Raj: 2:30 is great.
Receptionist
Can I have your full name and date of birth?
Conversation · line 8 of 10
Receptionist: Can I have your full name and date of birth?
Raj
Raj Kumar, 12 May 1990.
Conversation · line 9 of 10
Raj: Raj Kumar, 12 May 1990.
Receptionist
Lovely. See you Thursday at 2:30.
Conversation · line 10 of 10
Receptionist: Lovely. See you Thursday at 2:30.
Raj
Thanks, see you then.
Your turn · role-play
Work with a partner
Student A is Receptionist. Student B is Raj. Read the conversation together, then swap. Then try it again with your own details.
Your turn · say it 1 of 3
Hi, I'd like to make an appointment, please.
Say it to your partner, then listen to theirs.
Your turn · say it 2 of 3
Do you have anything on Thursday?
Say it to your partner, then listen to theirs.
Your turn · say it 3 of 3
Could I move it to next week?
Say it to your partner, then listen to theirs.
Quiz · question 1 of 5
How do you start a call to book?
- A I'd like to make an appointment, please.
- B Give me a time.
- C I am appointment.
✓ A: Polite and clear.
Quiz · question 2 of 5
'Could I move it to next week?' means you want to…
- A cancel it
- B change the time
- C confirm it
✓ B: Move = change to another time.
Quiz · question 3 of 5
What do receptionists often ask to find your record?
- A Your job
- B Your full name and date of birth
- C Your favourite colour
✓ B: Have this ready before you call.
Quiz · question 4 of 5
How do you end the call?
- A Thanks, see you then.
- B Do you have anything?
- C Is 2:30 OK?
✓ A: A friendly way to finish.
Quiz · question 5 of 5
The line is bad. What do you say?
- A Sorry, the line is bad. Could you repeat that?
- B Goodbye.
- C I'm busy.
✓ A: Ask them to repeat if you can't hear.
Good to know in Australia 🇦🇺
Many clinics and services also let you book online, but calling is often faster. If you can't speak on the phone, ask for an interpreter: the Translating and Interpreting Service (TIS National) can help on 131 450.
Well done, !
Practise at home
The same lesson, free, no sign-up:
englishcoaching.au/
Free lessons at englishcoaching.au
· englishcoaching.au
Teacher notes
Level: Starter · A1 · Time: about 60 minutes · You need: this page on a screen with sound, and one printed worksheet per learner.
Warm-up (5 minutes)
Show the warm-up slide and ask: "Do you like phone calls in English? What makes them hard?" Learners talk in pairs for two minutes, then a few share with the class.
Three steps
- Key phrases (15 minutes). Show each phrase, press ▶ and let learners listen once, then repeat together, then one by one. Check meaning with the note on the slide: "When would you say this?"
- The conversation (15 minutes). Play the whole conversation once with worksheets face down. Then go line by line while learners fill the gaps in part B of the worksheet. Check answers, then learners read it in pairs.
- Your turn and the quiz (20 minutes). Learners say the "Your turn" sentences with their own details, do the role-play below, then answer the quiz slides in pairs before you press "Show answer". Finish with part D of the worksheet (their own sentences).
Pair work
Student A is Receptionist and student B is Raj. Pairs read the conversation, swap roles, then turn the worksheet over and do it again from memory, changing the details (names, times, places, prices). Stronger pairs add two lines of their own; newer learners can keep the worksheet in front of them.
Using the audio
- Every phrase and conversation line is recorded with natural AI voices: Receptionist is read by Mel and Raj by Josh. Press ▶ on a slide or press P.
- Play each phrase twice: once to listen, once for the class to repeat. On the conversation slides, pause after each line so learners can repeat it.
- Test the sound before class. If the internet is slow, open the slides a few minutes early and play the first phrase once.
Good to know in Australia
Many clinics and services also let you book online, but calling is often faster. If you can't speak on the phone, ask for an interpreter: the Translating and Interpreting Service (TIS National) can help on 131 450.
After class
- Learners can do the full lesson at home, free and with no sign-up: Making an appointment by phone. The last slide has a QR code to it.
- Running a course? Print certificates of participation when your group finishes a level.
Printable worksheet
One A4 worksheet per learner: the key phrases and the conversation with gaps, the quiz, and space for their own sentences. The answer key prints on a separate page.
Name: Date:
Everyday English · Lesson 9: Making an appointment by phone
Call to book, change or cancel an appointment.
A. Key phrases: fill the gaps
Word bank: anything · appointment · birth · line · move · then
- Hi, I'd like to make an , please. (Start the call)
- Do you have on Thursday? (Ask about a day)
- Is 2:30 OK? (Suggest a time)
- Can I have your full name and date of ? (Receptionists often ask this)
- I need to cancel my . (Cancel)
- Could I it to next week? (Change the time)
- Sorry, the is bad. (If you can't hear well)
- Thanks, see you . (End the call)
B. Listen to the conversation and fill the gaps
- Receptionist: Good , Riverside Dental. How can I help?
- Raj: Hi, I'd like to make an appointment, .
- Receptionist: Sure. Do you have a in mind?
- Raj: Do you have anything on Thursday ?
- Receptionist: We 2:30 or 4:15.
- Raj: 2:30 is .
- Receptionist: Can I have your name and date of birth?
- Raj: Raj Kumar, 12 May 1990.
- Receptionist: Lovely. See Thursday at 2:30.
- Raj: Thanks, you then.
C. Quick quiz: circle the best answer
How do you start a call to book?
a) I'd like to make an appointment, please.b) Give me a time.c) I am appointment.
'Could I move it to next week?' means you want to…
a) cancel itb) change the timec) confirm it
What do receptionists often ask to find your record?
a) Your jobb) Your full name and date of birthc) Your favourite colour
How do you end the call?
a) Thanks, see you then.b) Do you have anything?c) Is 2:30 OK?
The line is bad. What do you say?
a) Sorry, the line is bad. Could you repeat that?b) Goodbye.c) I'm busy.
D. My sentences
Finish these with your own details. Then write two more sentences you can use this week.
- Hi, I'd like to make an appointment, please.
- Do you have anything on Thursday?
- Could I move it to next week?
Free lesson with audio: englishcoaching.au/learn-english/everyday-english/making-an-appointment-by-phone/ · Free to use with your learners. Please keep the englishcoaching link on printed copies.
Answer key · Lesson 9: Making an appointment by phone
A. Key phrases
- Hi, I'd like to make an appointment, please.
- Do you have anything on Thursday?
- Is 2:30 OK?
- Can I have your full name and date of birth?
- I need to cancel my appointment.
- Could I move it to next week?
- Sorry, the line is bad.
- Thanks, see you then.
B. Conversation gaps
- morning
- please
- time
- afternoon
- have
- great
- full
- –
- you
- see
C. Quiz
- a) I'd like to make an appointment, please.
- b) change the time
- b) Your full name and date of birth
- a) Thanks, see you then.
- a) Sorry, the line is bad. Could you repeat that?
englishcoaching.au/learn-english/everyday-english/making-an-appointment-by-phone/
Free to use with your learners. Please keep the englishcoaching link on printed copies.
Frequently asked questions
How do I teach making an appointment by phone to adult English learners?
Start with a warm-up question, present the 8 key phrases with the recorded audio, play the conversation line by line, let learners role-play it with their own details, and finish with the quiz. The teacher notes on this page give timings for a 60-minute class.
What level is this lesson?
Starter level, about CEFR A1. It is lesson 9 of 42 in our free Everyday English course, so you can follow the course week by week or pick the topics your learners need.
Do learners need an account?
No. Learners can do the same lesson at home for free, with no sign-up, at /learn-english/everyday-english/making-an-appointment-by-phone/. Their progress is saved only on their own device.
Can I print the worksheet?
Yes. Press 'Print the worksheet' to print it or save it as a PDF on A4 paper. It has the key phrases and the conversation with gaps, the quiz, space for learners' own sentences and an answer key on a separate page.
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