Making telephone calls

Making and receiving telephone calls is one of the hardest skills in English. As we can't see the person we're speaking to, we can't use the usual non-linguistic signs (gestures, facial expressions etc) to help us understand the other person.

However, we often use standard phrases during a phone call, and learning these will help you not only understand what the other person is saying, but also direct the telephone conversation so that you can communicate your message successfully and concisely.

Here is a list of useful telephoning phrases. As a suggestion, print them out and keep them by the phone for handy reference.

Introducing yourself
Good morning / Hello. This is (name) from (company).
My name is…

Asking to speak to someone
Could I speak to X please?
I'd like to speak to X please.
Could you put me through to X please?

When you answer the phone
Good morning / Hello. Sarah Jones speaking.
if the caller has asked for you by name, say "Speaking!"

Asking for caller identification
May I say who's calling?
Could I have your name please?
Who's calling please?

Saying why you are calling
I'm calling to… / about ….
I'm phoning about….

Saying that someone is not available
I'm sorry, but (name)…
… isn't here at the moment
… is out of the office
… away from his/her desk
…. is in a meeting
I'm sorry, but the line is engaged / X is on another call.

Offering to take a message
Would you like to leave a message?
Can I take a message?
Can I take your name and number?

Leaving a message
Could you ask X to call me back please?
Can I leave a message for X?

Promising action
I'll give X your message as soon as he / she comes back
I'll pass your message on

Saying goodbye
Thank you for calling.

If you don't understand what the other person is saying
Sorry? / Pardon?
Could you repeat that please?
Sorry, I can't hear you.
Can you spell that please?

See also the articles on call centre communication, using mobile phones and our blog posts on managing phone calls and phrasal verbs in phone calls.