Business English - Answering the Phone | 925 English Lesson 35 | Telephone English

Summary

This video lesson teaches key business English phrases for answering the phone, asking for clarification, and arranging callbacks. Viewers learn how to introduce themselves, such as saying 'This is Tim' or 'Tim here', and how to politely ask for clarification using phrases like 'Sorry, what was that?' or 'Could you repeat that?'. The lesson also covers how to arrange a callback, with expressions like 'Could you have John call me back?'. Real-world examples and practice exercises help reinforce these communication skills, essential for professional phone conversations in the workplace.

Takeaways

• 😀 Identifying yourself on the phone is important. Use 'This is [Your Name]' when answering a business call.
• 😀 To clarify a misunderstanding or something you didn’t hear, you can say: 'Sorry, what was that?' or 'Could you repeat that?'
• 😀 Politeness matters in business communication, especially when requesting clarification or a callback. Start with 'Sorry' for a softer tone.
• 😀 When you need to ask for a callback, use polite phrases such as 'Could you have [Name] call me back?' or 'Would you like me to ask [Name] to return your call?'
• 😀 The phrase 'have [someone] do [something]' is useful when arranging for someone else to take an action, such as making a call back.
• 😀 In situations where the person you're calling is unavailable, simply say: 'Sorry, [Name] is not in the office right now.'
• 😀 Use specific numbers for clarification when needed, like 'Did you say 14 or 40?' to avoid confusion between similar-sounding words.
• 😀 When answering the phone, short expressions like 'Tim here' or 'Tim speaking' are effective for introducing yourself.
• 😀 Offering to call someone back can be a good way to maintain communication, e.g., 'Would you mind if I called you back in 15 minutes?'
• 😀 Clear and professional communication is crucial in business, and using the right expressions makes phone conversations more effective and polite.

Q & A

Why is it important to identify yourself when answering the phone in a business context?

Identifying yourself helps the caller know who they are speaking with, which is essential in a professional setting. It ensures clarity and establishes communication.

What are some common ways to identify yourself on the phone?

Common ways to identify yourself on the phone include saying 'This is [Name] calling from [Company]' or simply 'Hi, this is [Name]' or 'Good morning, [Name] here.'

Why should you avoid using 'this is [Name]' in person?

The phrase 'this is [Name]' is specific to phone conversations. In person, you would simply say 'Hi, I'm [Name],' as the context makes identification clearer without the need for the extra phrase.

What should you do if you don’t catch something during a phone conversation?

If you don't catch something, you can politely ask for clarification by using phrases like 'Sorry, what was that?', 'Could you repeat that last part again?', or 'Sorry, I didn’t catch that.'

How does the word 'sorry' contribute to communication in business phone calls?

'Sorry' adds politeness to requests for clarification, making it sound more respectful and professional, which is important in business communication.

What is the difference between asking 'Did you say 14 or 40?' and simply asking 'What was that?'

'Did you say 14 or 40?' is used when two similar words or numbers are unclear, helping specify which one was intended. 'What was that?' is a more general request for clarification when something is not fully understood.

When arranging a callback, what polite expressions can be used?

Polite expressions for arranging a callback include 'Could you have [Name] call me back?' or 'Would you like me to ask [Name] to return your call?' or 'Please have [Name] call me when they are available.'

How do you politely ask to call someone back if you are unavailable?

You can politely ask to call someone back by saying 'Would you mind if I called you back in 15 minutes?' or 'Would you like me to call you back later?'

What does the expression 'to have someone do something' mean in the context of a phone call?

In the context of a phone call, 'to have someone do something' means you are asking someone to take action on your behalf, such as 'I will have Greg call you back tomorrow.'

Can you provide an example of a dialogue in which someone requests a callback?

Sure! An example dialogue: Bob calls Carly’s office to speak with Jenny. Carly says, 'Sorry, Jenny’s not in the office right now.' Bob then replies, 'Could you have her call me back, please?'