Below are some expressions we use for making and receiving phone calls at work. These phrases will help you prepare for telephone conversations in English.

 
Making Phone Calls
Introducing yourself

Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). Could I speak to (person you’re calling for)?
Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). I’m calling about/because…

When the person you want to speak to is unavailable

Can I leave a message for him/her?
Could you tell him/her that I called, please?
Could you ask him/her to call me back, please?
Okay, thanks. I’ll call back later.

Dealing with bad connections

I think we have a bad connection. Can I call you back?
I’m sorry, we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that please?

Ending the call

Thank you very much. Have a good day.
Thanks for your help. Have a good day.
 

 
Receiving Phone Calls
Answering the phone

Company ABC, this is Mike. How may I help you?
Good morning/afternoon, Company ABC. How may I help you?
Purchasing department, Frank speaking.   
Note: If we are taking an external call and talking to a customer, “How may I help you?” is common. If we are taking an internal call, we normally do not say “How may I help you?” For internal calls, saying your name and your department is usually sufficient.

Getting the name of the caller if he/she doesn’t give it to you

May I have your name please?
Who am I speaking with?
May I ask who’s calling?

Responding to a caller’s request

Sure, let me check on that.
Let me see if she’s available.
Sure, one moment please.

Asking someone to wait on the line

Can I put you on hold for a minute?
Do you mind holding while I check on that? (or “handle that for you,” “check to see if he’s available,” etc.)

Taking a message

He’s/she’s not available at the moment. Would you like to leave a message?
He’s/she’s out of the office right now. Can I take a message?

 Dealing with bad connections/wrong numbers

I’m sorry, we have a bad connection. Could you give me your number and I’ll call you right back?
I think we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that?
I’m sorry, you have the wrong number.

Ending the call

Is there anything else I can help you with?…Okay, thanks for calling. Have a great day.
Is there anything else I can do for you?…Okay, have a good day.

Read the sentences about phone calls. Match the meanings to the phrasal verbs in bold.
Group 1

1. I’m in a train station, and it’s very noisy. I can’t
hear you very well. Can you speak up?                                                                 a. answer the phone

2. Oh no! We’re going through a tunnel, and you’re
starting to break up! I only heard the first part of
what you said.                                                                                                      b. end the call

3. The phone’s ringing. If he’s not busy, he’ll pick it
up.                                                                                                                       c. speak more loudly

4. If you get a wrong number, just say you’re sorry
and hang up.                                                                                                     d. your voice is on and off again

Group 2

1. Yes, Ms. Watkins is available. I’ll put you through
to her.                                                                                 a. connect someone on their personal line

2. I tried and tried to call the school, but I couldn’t get
through to anyone. I’ll send them an email instead.         b. make contact with the person you are
calling

3. You want to speak to my brother? OK, hang on a
second. Jim?                                                                     c. wait – informal

4. Could I just ask you to hold on a moment while I
see if the manager is available?                                      d. wait – more formal

Practice
Read the two phone calls and add ten missing words in the correct places, as in the example: Would
you me to say that again? Would you like me to say that again?

Phone call 1
Josh: Hello, Tamara?
Tamara: Hello.
Josh: is Josh.
Tamara: I know. Hang a minute. I want to go to another room. … Ok. I called and left a
to say I’m sorry.
Josh: My housemate passed it on to me. I’m sorry too.
Tamara: It was really my fault.
Josh: Can you up? I didn’t hear that.
Tamara: I said it was really my fault.
Josh: Don’t worry about it. Listen, can you me back in ten minutes? There’s someone
at the door.
Tamara: Sure. Bye.
Josh: Bye.

Phone call 2

Receptionist: Hello, May Flowers. How I help you?
Mr. Bunn: Hello. Could I speak Mr. Abernathy, please?
Receptionist: Who’s calling, please?
Mr. Bunn: Mr. Bunn, from the Gladstone Hotel.
Receptionist: I’ll put through.
Mr. Abernathy: Hello? Tim Abernathy .
Mr. Bunn: Hello, this is Mr. Bunn from the Gladstone Hotel. I’m returning your call. I’m
afraid there’s a problem with your order.
Mr. Abernathy: Oh no. What sort of problem? ..

Work in A/B pairs. Look through the plans for two phone calls and roleplay the conversations, using
language from the lesson.

A formal call to a business
Student B Student A

1 Answer the call

2 Identify yourself and ask for someone

3 Ask the caller to wait; check if the person is
available; report that the person is not available
until a certain time

4 Say you want to leave a message; identify
yourself and your business; give your message
and ask for confirmation

5 Ask for repetition of the message

6 Repeat the message; check the other person
has understood

7 Repeat the information to confirm

8 Say the information is correct

9 Say that you will give the person the message

10 Thank the other person; close the call

11 Close the call

Plan a voicemail message. Then deliver the message to your partner. Your
partner will make notes about what you said in the second table.

 Voicemail message
Your voicemail message
The name of the person you are calling
Your name
Why you’re calling – main reason
Details
Ask for confirmation
Close the call

Voicemail message
Partner’s voicemail message
The name of the person he/she is
calling
His/her name
Why he/she is calling – main reason
Details

There are often special problems when you use a cell phone. Match the problems to the reasons/causes.
1. Your battery is dead.                                                                        a. You are out of credit.
2. Your phone works, but you can’t make any calls.                            b. You are underground.
3. Nothing works.                                                                                c. You dropped your phone.
4. The phone is blocked.                                                                     d. You entered the wrong PIN code three
times.
5. You get a message from your provider, and you
can’t get onto the Internet.                                                                e. You forgot to charge your phone.
6. The call keeps breaking up.                                                            f. You pocket-dialed them.
7. The screen is cracked.                                                                    g. Your phone is broken, or it got wet.
8. You called someone by mistake.                                                    h. You’ve run out of data

Write the sentences in the correct group.

Let me see what I can do.                           I promise this won’t become the norm.
I’m happy to help you.                                I’m not sure if I can do that.
You’ll really be helping us.                          I appreciate your help.
I need a favour.                                           I think we can make an exception this time.

The customer says:                                     The supplier says