1) This document provides examples of polite phrases to use when you cannot take a call or are unavailable, such as "I'm afraid his/her line is engaged" or "I'm afraid she is in a meeting." 2) It explains that using phrases like "I'm afraid" or "I'm sorry" when giving bad news or making excuses makes you sound polite, professional, and well-educated to native English speakers. 3) Additional useful phrases are presented, such as using "actually" to soften statements or change topics in a polite way.

1. 1.2 Phrases.
Illustration 2: making excuses. Source: Google Images.
One of the most difficult parts of speak is, when you’re not available or when you’re working
on something else, you need to let other people know in a good manner. That’s why, in this
lesson you will learn some of the excuses call centers used daily and some phrases you
could use in a call or simple conversation.
Let’s see some examples bellow:
Examples source: BOOK: English for telephoning express series (2007) David Gordon
Smith.
Well, let’s see now in a video incorrect way to make excuses:
Click to see the video.
Remember it is important to keep your good manners and not make unbelieve excuses to
the.

2. Here there are some useful phrases:
Useful Phrases
When the person isn't available on phone:
 I'm afraid his/her line is engaged.
 I'm afraid Pat isn't available at the moment.
 I'm afraid she is in a meeting.
 Can I take a message?
 Would you like to call back later?
Source: BOOK: English for telephoning express series (2007) David Gordon.
Giving bad news.
Explanation: Is very commonfor native speakers to use “I’m afraid” or I’m sorry when giving
bad news for example when someone is not available,
Example: I’m afraid Mr. Sadie is in a meeting.
I’m sorry, but Mr. Sadie is in a meeting.
This type of phrases or excuses can make you see as a very polite and well educated and
a professional person, this one and the previous seen phrases are useful in the daily work.
Example:
If you do not use, I'm afraid or I'm sorry, the sentence sounds very direct and impolite to
a native speaker.
The word actually is also often used to make a statement politer.
For example, it can be used:
Instead of saying the word no.
A: Does he have your phone number?
B: Actually, I don't think he does.
When we change the subject:
(e.g. when we change from small talk to talking business).
Your holiday sounds fantastic. Listen, Sandra, I actually wanted to speak to Maria.
To say something which is inconvenient or annoying for the other person, in a
polite way.
Can I call you back? I'm actually talking to someone else on the other line.
Careful: actually, is not the same as current(ly)!