Telephone English | Answering a Phone Call | Business English Telephone Conversation

Summary

This episode of Business English Pod focuses on the essential skills for handling business telephone calls effectively. The host emphasizes the importance of professionalism, clarity, and preparation when answering calls. Through contrasting examples of a poor and a good phone conversation, listeners learn how to maintain a positive tone, introduce themselves and their company, and offer help. The episode also includes practical tips for creating a pleasant and efficient phone interaction, highlighting the importance of active listening and staying organized while on the line.

Takeaways

• 😀 Tone of voice is crucial in business calls; it should be pleasant and positive to make a good impression.
• 😀 Always introduce yourself and your company clearly at the start of the call to avoid confusion.
• 😀 Be prepared for the call, whether you're the caller or the person answering; have necessary materials ready.
• 😀 Listening is a key part of any business conversation—actively listen to what the caller says and respond accordingly.
• 😀 Professionalism should be maintained throughout the conversation, from the greeting to handling the message.
• 😀 A four-part telephone greeting is essential: Greeting, Company name, Your name, and an Offer of help.
• 😀 When answering the phone, avoid using informal greetings like just ‘Hello.’ Use a full greeting like ‘Good morning’ or ‘How can I help you?’
• 😀 Be careful with how you put someone on hold; always ask if they mind holding and listen for their response.
• 😀 If you don’t have the information or tools needed (e.g., a pen), let the caller know and be ready to find a solution.
• 😀 Avoid asking the caller for their details multiple times or making them repeat information. Take notes efficiently.
• 😀 Always ask if the caller wants to leave a message instead of waiting for them to ask first.

Q & A

What are the key elements of a professional telephone greeting?

The key elements of a professional telephone greeting are a greeting, the company name, the speaker's name, and an offer of help. This creates a clear, professional impression from the beginning.

How does Amy's response in the bad example fail to meet professional standards?

Amy's response is lacking in several areas: she doesn't introduce herself or the company, her tone is not pleasant, and she doesn't offer help or ask if she can take a message.

Why is it important to identify the company and your name when answering a business call?

It’s important to clearly identify the company and your name to help the caller know they’ve reached the right place, create a professional image, and avoid confusion.

What should you do if you're not prepared for a business call?

If you're not prepared, it's important to ask for a moment to gather your thoughts, ensure clarity, and make sure you have the necessary information to handle the call professionally.

What could have been done differently in the bad example for a more professional interaction?

Amy should have answered with a full greeting, introduced herself and her company, and offered to take a message. Justin should have been prepared with his information and clear about his purpose for the call.

Why is it important to have a pleasant and positive tone on the phone?

A pleasant and positive tone helps establish a good rapport with the caller, making them feel comfortable and valued, which is important for creating a professional and welcoming environment.

What does the script suggest about the role of listening during a business call?

Listening is essential in a business call as it shows respect for the caller, helps to understand their needs, and allows you to respond appropriately and effectively.

How does Mark’s interaction in the good example differ from Justin's in the bad example?

Mark’s interaction is professional, including a proper greeting, clear self-introduction, and polite request. In contrast, Justin is unprepared, disorganized, and unclear, which results in a disjointed conversation.

Why is asking to hold important in a phone conversation?

Asking to hold is important because it shows respect for the caller’s time, informs them that you are addressing their request, and keeps the conversation organized and professional.

What is one of the best ways to introduce yourself when making a call?

When making a call, it's best to introduce yourself by stating your name and company clearly, especially if you don’t know the person you are calling, as it creates a clear context for the conversation.