Have you ever heard the phone ring and just know that it's going to be bad news? Well it's often said that when the telephone rings, it usually means there's a problem. So in this lesson we'll be looking at describing problems over the phone. First, let's look at the learning objectives. By the end of this lesson you'll be able to list guidelines for leaving a message, describing a problem. Identify language to describe different problems, and leave a message describing a problem. Okay, we're going to start by listening to some examples of voicemail messages describing problems. For each message you will have to 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. One, did the caller give his number? Two, 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. One, does the caller know Mina? Two, 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. One, did the caller end with a polite phrase? Two, 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 how to leave a voicemail. As you learned in the first week of this course, you should give your name, and if appropriate, your company, your reason for calling, how to contact you, and finally a positive closing. You also learned that the messages should be short and focused. So now, let's look at some specific guidelines for describing a problem in a voicemail message. First, you want to tell the person that there is a problem as soon as you can, but you wouldn't do something like this. Hi Tim, this is Milan. The room is too small. You would probably want to say generally that there is a problem first so that the other person can prepare themselves instead of giving the specific details first. You can use general noun phrases like problem, bad news, or trouble.

Now, because you're giving bad news, you might want to also soften this information. Here are some ways to soften in English. Some of them you've seen before in other lessons. One way is to use expressions like I'm afraid, I'm sorry, and unfortunately, at the start. I'm afraid I have some bad news. I'm sorry, but we have a problem. Unfortunately, we're having some trouble. We can also use some phrases to soften the noun's news, problem, or trouble. Listen to these examples. I have a bit of bad news. We have a slight problem. We're having a little trouble. But sometimes we might not want to soften the language because the problem is really serious and we want the other person to realize this. In this case, we can use these words to emphasize the noun's problem, use, and trouble. 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 saying that there is a problem, we should then say specifically what the problem is. Again, before we do that, we can soften it by using expressions like it appears that, it seems that, it looks like or apparently. Here are some 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 to be over budget. Apparently, the DJ is sick and has to cancel.

After we have explained details of the problem, it's not enough to just end the call. There should also be a specific request. This can be a simple request to contact you or a more specific request. Remember, if your request is something special or if you don't know whether the other person will do it, your language can be indirect. If you want to learn more about or review how to be indirect in English, see our course on networking in this specialization. Here are some examples of specific requests that are routine or normal. 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. And here, the requests are more special so the language is indirect. 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?

Once you've made the request, as you know, you end with a positive sentence. In a situation involving a problem, normally you hope the other person will speak to you in person, so closing sentences like the following are good. Talk to you soon. I hope to speak to you soon. I hope to hear from you soon. Notice that using soon shows that you don't want the other person to wait too long. If you remember, we talked about this in week one. Great. So we have some guidelines for leaving a message describing a problem. Let's go through them again. After the greeting, say that there is a problem. And remember, you might want to soften this. Then explain the problem. Again, you can soften this. Make a specific request. Use direct language if it is a normal request. And a little more indirect language if it is a special request. And then tell the other person to contact you soon.