Managing English telephone calls

Take the stress out of making a business phone call with these tips.

Before the call

1. Plan what you are going to say
If you can make a note of what you want to say before the call, then it's less likely you will forget something. This means that during the call, you don't have to concentrate on remembering what to say, but instead you can listen to what the other person is saying.

Planning will also help you to find all the words you need before you make the call.

2. Anticipate questions from the other person
When you are planning what to say, also think about what the other person's questions or problems could be. Be prepared for questions such as:

"Do you have any other information about…"
"Could you send me some sales literature?"
"Could you put all this in writing?"
"Can I get back to you on this?"

During the call

1. Introduce yourself and say why you are calling
"Hello, this is…"
"My name is ….. and I'm calling from (X company) about (the meeting)."
"I'm calling about…"
"I'm calling to ask / find out / invite you …..

2. Don't be surprised if the person you are calling doesn't say what you think they should say
For example, many English speakers do not give their name when they pick up the phone (especially at home). It is up to you, the caller, to identify yourself.

3. Remember to be polite
Put "please" onto the end of requests.
"Could you put me though to the Sales Manager, please?"
"Could you take a message for me, please?"

Say "thank you" at the end of the call if someone has helped you.
"Thank you for your help / time."

Warn your listener if you have a lot to say.
"I'd like to ask you a few questions about your courses. Do you have a couple of minutes?"
"I'm calling about the arrangements for the meeting next week . Is this a good time to call?"

See also the articles on call centre communication, using a mobile phone, making a phone call in English and phrasal verbs in phone calls.