Half of business English happens when you cannot see the other person's face. Short, clear lines matter more on a call than anywhere else.
1. Answering the Phone
Rita: Good morning, Bright Logistics. Rita speaking.
Caller: Hello. Could I speak to Mr. Okafor?
Rita: May I ask who's calling?
Caller: It's Ana Ruiz, from Delta.
Rita: One moment, please. I'll put you through.
Caller: Thank you.
2. When the Person Is Not Available
Rita: I'm afraid he's in a meeting.
Ana: When will he be free?
Rita: After three, I think.
Ana: Could you ask him to call me back?
Rita: Of course. Does he have your number?
Ana: He does. Thank you.
3. Taking a Message
Tom: Would you like to leave a message?
Ana: Yes, please. The contract arrived.
Tom: The contract arrived. Anything else?
Ana: Ask him to sign it today.
Tom: I'll pass that on.
Ana: Thank you very much.
4. Joining a Call Late
Elena: Hi, everyone. Can you hear me?
Tom: We can hear you. Go ahead.
Elena: Sorry I'm late. My last call ran over.
Tom: No problem. We just started.
Elena: What did I miss?
Tom: We're on the budget slide.
5. Sound and Screen Problems
Marc: Sorry, you're breaking up.
Lin: Is that better?
Marc: A little. Can you turn your camera off?
Lin: Done. How's the sound now?
Marc: Much better. Carry on.
Lin: Sorry about that.
6. Asking Someone to Wait
Ken: Can you hold for a second?
Priya: Sure, no problem.
Ken: Thanks. I'm just finding the file.
Priya: Take your time.
Ken: Here it is. Sorry to keep you.
Priya: Not at all.
7. Leaving a Message
Omar: Hi, this is Omar Haddad from Meridian.
Lin: I'm afraid Sam's away from his desk.
Omar: I'm calling about Thursday's delivery.
Lin: I'll leave him a message.
Omar: Could you ask him to call me back? My number is 555 0142.
Lin: Got it. Speak soon.
8. Ending a Call
Lin: I think that's everything.
Marc: Agreed. Thanks for your time.
Lin: I'll send you the notes.
Marc: Perfect. Speak next week.
Lin: Have a good afternoon.
Marc: You too. Bye.
Words to know
| speaking | used on the phone to say who you are Rita speaking. |
| put through | to connect a caller to another person I'll put you through. |
| hold | to wait on the phone Can you hold for a second? |
| break up | to become unclear on a call Sorry, you're breaking up. |
| pass on | to give a message to someone else I'll pass that on. |
| run over | to finish later than planned My last call ran over. |
| call back | to telephone someone again Could you ask him to call me back? |
| carry on | to continue Much better. Carry on. |
Quick practice
Complete each sentence with an expression from the lessons.
1. A: Good morning, Bright Logistics. Rita ________.
B: Could I speak to Mr. Okafor?
2. A: May I ask who's ________?
B: It's Ana Ruiz, from Delta.
3. A: Would you like to leave a ________?
B: Yes, please. The contract arrived.
4. A: Sorry I'm late. My last call ________ over.
B: No problem. We just started.
5. A: Sorry, you're ________ up.
B: Is that better?
6. A: Can you ________ for a second?
B: Sure, no problem.
Show the answers
1. speaking 2. calling 3. message 4. ran 5. breaking 6. hold
Common mistakes
Not: (on the phone) I am Rita.
Say: Rita speaking.
On the phone, English uses speaking or this is Rita, never I am.
Not: Wait.
Say: Can you hold for a second?
A bare wait is an order. Turn it into a question and the caller will not mind.
Not: I don't listen you.
Say: I can't hear you.
Hear is about sound reaching you; listen is about paying attention. And it is hear you, with no to.
Your turn
Imagine your phone rings right now. Say these five things aloud, one after another.
- Answer with your company name and your own name.
- Ask who is calling and offer to put them through.
- Take a message with two details, then repeat it back.
- Say the sound is bad and suggest one way to fix it.
- End the call and say what you will send afterwards.
Quick review
Say your own phone greeting out loud ten times, using your real company name. It should come out without thinking, because on a real call you have about two seconds before the silence gets awkward. Then practise the voicemail: name, company, reason, number, thank you — in that order, in under fifteen seconds.