TELEPHONIC CONVERSATION

Having telephone conversations in a second language can be very stressful. If you dont know
what to say, it is very common to feel nervous in any conversation. This is true even when
speaking in your native tongue. One of the main reasons people get nervous is because they
arent prepared and know they might make mistakes during the conversation.
To improve confidence on the phone you must learn what to say. The first thing you should do
to improve your telephone communication ability is to start out small by learning simple
vocabulary and phrases. Start by knowing different greetings. It is so easy when learning
English to try to do too much too soon and then get frustrated with not being able to speak as
you had imagined. You have to start small, gradually developing skills and slowly working up
to something more difficult.
Relax and enjoy yourself as well. Everyone knows learning a language can be frustrating!
Dont worry if you make mistakes. Native speakers of English understand that you wont say
everything the exact same way that they would. You shouldnt feel that you cant make any
mistakes, no one expects you to be perfect.
Telephoning Skills
Learning how to communicate well on the telephone is one of the top priorities for many
students who need to use English at work. Learning the common phrases that are used on the
telephone helps students know what to expect. However, what students often need most is
practice, practice, and more practice. While helpful, practicing a role-play in the classroom is
not always the best way to improve telephoning skills.
Overcome Barriers:
Telephoning requires special skills as there are a number of difficulties that arise when
telephoning that are specific to telephoning. The first and foremost difficulty is not being able
to see the person you are communicating with. This lack of visual communication often
makes students, who can communicate quite successfully in other situations, nervous and
thereby hinders their communicative abilities. Add to this the typical hectic pace of business
communication, and you have a particularly difficult situation.
Breathe:
Before you pick up the phone, take a deep breath. Most of us are what they call shallow
breathers. We take small breathes in and out and therefore, sound tired when we answer the
phone. The goal is to sound like you like your job and you are glad they called. Practice
taking a very big breath and answering the phone at the top of that breathe. You will continue
speaking on the exhale of that breath and the caller will hear energy in your voice!
You can also practice it when you are making a call and start your breath as the phone is
ringing on the other end. Youll be surprised how you feel when you use this technique.
Identify yourself:
Give your full name and function and or the name of your company. Since they have taken the
time to call you, you may answer the phone this way;
Be Sincere:
If we are honest with ourselves, we are all problem solvers in some way. People call us on
the phone to have a problem answered. Whether it is to get driving directions, or hours of
operation or questions about our merchandise, they have a question and want it answered
quickly, intelligently and politely.
Listen attentively:
Put everything down when you answer the phone! Easier said than done, isnt? How many
times have you been in your office answering email, talking on the phone, listening to your
ipod and sipping? Callers dont like to be ignored and by multitasking, we are not focused on
the callers wants and needs.
Visualize the person:
Visualize the person, even if you dont know them so that you remind yourself you are
engaged in a two-way conversation. If you still have trouble listening, start taking notes on
what they are saying. Use a headset if possible, to keep your hands free. By taking notes you
can verify with them as well as yourself, the important points of the conversation and the
action items that needed attention.
Outcome:
If the phone call has been successful, the first 30 seconds established a positive perception
about you through voice, and tone and focus. The last 30 seconds will be when the caller
finalizes their opinion about you. You can make that a positive experience by thanking them
for calling, reviewing the problem you were able to solve and then most importantly, thanking
them for their continued business.
Telephone skills include:
Smiling
Smiles and gestures can easily be heard over the phone, so keeping that smile on your face
helps to create a positive engagement with caller every time you talk to them.
Empathy
If you cant put yourself in a callers shoes especially when you know they are wrong, how
can you understand why they have the feelings they do about the issues they have called in
about? If you cannot come to an understanding of why a caller is calling, its practically
impossible to help them in any positive way.
Problem Solving Skills
Generally, the company you work for will offer the tools to solve any problem a caller may
have, but it is your job to learn how to use them effectively.

Here are some typical phrases that you can use in an English telephone conversation.
Answering the phone
Hello? (informal)
Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
Doctor's office.
Introducing yourself
Hey George. It's Lisa calling. (informal)
Hello, this is Julie Madison calling.
Hi, it's Gerry from the dentist's office here.
This is she.*
Speaking.*
*The person answering says this if the caller does not recognize their voice.
Asking to speak with someone
Is Fred in? (informal)
Is Jackson there, please? (informal)
Can I talk to your sister? (informal)
May I speak with Mr. Green, please?
Would the doctor be in/available?
Connecting someone
Just a sec. I'll get him. (informal)
Hang on one second. (informal)
Please hold and I'll put you through to his office.
One moment please.
All of our operators are busy at this time. Please hold for the next available person.
Making special requests
Could you please repeat that?
Would you mind spelling that for me?
Could you speak up a little please?
Can you speak a little slower please. My English isn't very strong.
Can you call me back? I think we have a bad connection.
Can you please hold for a minute? I have another call.
Taking a message for someone
Sammy's not in. Who's this? (informal)
I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
I'm afraid he's stepped out. Would you like to leave a message?
He's on lunch right now.Who's calling please?
He's busy right now. Can you call again later?
I'll let him know you called.
I'll make sure she gets the message.
Leaving a message with someone
Yes, can you tell him his wife called, please.
No, that's okay, I'll call back later.
Yes, it's James from CompInc. here. When do you expect her back in the office?
Thanks, could you ask him to call Brian when he gets in?
Do you have a pen handy. I don't think he has my number.
Thanks. My number is 222-3456, extension 12.
Confirming information
Okay, I've got it all down.
Let me repeat that just to make sure.
Did you say 555 Charles St.?
You said your name was John, right?
I'll make sure he gets the message.
Listening to an answering machine
Hello. You've reached 222-6789. Please leave a detailed message after the beep. Thank
you.
Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me
a message and I'll get back to you as soon as I can.
Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday.
Please call back during these hours, or leave a message after the tone. If this is an
emergency please call the hospital at 333-7896.
Leaving a message on an answering machine
Hey Mikako. It's Yuka. Call me! (informal)
Hello, this is Ricardo calling for Luke. Could you please return my call as soon as
possible. My number is 334-5689. Thank you.
Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you
know that you're due for a check-up this month. Please give us a ring/buzz whenever
it's convenient.
Finishing a conversation
Well, I guess I better get going. Talk to you soon.
Thanks for calling. Bye for now.
I have to let you go now.
I have another call coming through. I better run.
I'm afraid that's my other line.
I'll talk to you again soon. Bye.

EXAMPLES
A: "Hello? This is Steve."
B: "Hi Steve, this is Mary from ABC Company. I'm returning your call."
A: "Hi Mary. How are you doing?"
B: "I'm doing great thanks."
A: "Thanks for returning my call. I couldn't figure out why the ending balance on
fiscal year 2003 didn't match the beginning balance on of 2004."
B: "When I checked, it was matching. How much is the difference?"
A: "The amount is exactly $42,000."
B: "Oh. I know what the problem is. We opened another bank account at the end of
fiscal year 2003. I might not have included the new bank statements when I sent over
the information."
A: "That makes sense. I'm just glad it wasn't out of my miscalculation. Can you send
over the statements? I should be done by end of day since everything looks good."
B: "Sure. I'll fax them to you immediately. Is 555-123-4567 the number I should fax it
to?"
A: "Yes. That is the correct number."
B: "I'll do it right now."
A: "Thank you for your help."
B: "I should have sent them over to you the first time. I apologize for that."
A: "No problem."
B: "Thank you."
A: "Thank you. Bye."