TELEPHONE ENGLISH | How To Sound Professional On The Phone | Business English Lesson

167,967 views ・ 2017-12-16

English Like A Native


Please double-click on the English subtitles below to play the video.

00:05
Hello everyone and welcome to English like a native with me, Anna English
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In today's lesson we're going to be learning all about...
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Excuse me, sorry
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Hello
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That's right, we're doing a lesson all about
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Telephone English
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Talking on the phone can be very stressful, and I'm going to let you into a little secret
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I used to have a fear of answering the phone
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and even now I get very nervous when I have to speak to someone on the telephone
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And it's made even worse when English is not your first language
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The reason they're talking on the telephone is so stressful is because you're removing
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important communication elements such as body language and lip-reading
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All you have to rely on is your ear and your voice
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But in many jobs talking on the phone is a necessity and you require those skills
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So, let's talk about telephone business English
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And if after this video you feel you need a more comprehensive guide
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than I do have an ebook available on my website as well
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and that is available via the link in the description box below
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So firstly let's look at answering the phone
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You cannot simply in a work environment answer the phone by saying hello
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Because the person on the other end will think that perhaps they've dialed the wrong number
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So there are a few different ways in which you might answer the phone in a work environment
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But here are a few options. You could answer simply by saying the company name
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Jitterbug Limited
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Or you could answer by saying the company name and then your own name
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Hello, jitterbug limited, Anna's speaking
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Or you could answer by saying the company name, your own name and then how may I help you
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Hello, jitterbug limited, Anna's speaking how may I help?
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If you're the person making the call then always start off by saying hello
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And then it's always good to introduce yourself now you can choose whether you want to just introduce your name
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or you could and it's probably better to introduce your name and where you are calling from?
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Whether you are a customer, or if you're calling from another company
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It's always good to let them know who they're dealing with in the very early stages
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And always try to be clear and precise when giving this information
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But don't be surprised if you're asked to repeat this information later in the call
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So here are some examples
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Hello, this is Anna. I'm just calling because...
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Hello, this is Anna speaking. I'm just calling because...
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Hello, this is Anna speaking calling from the post office. I'm just calling because...
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Some people feel it is more professional to introduce yourself with your full name
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However this is a little old-fashioned
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But it does depend on the industry in which you work for example if you work for a law firm
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then that definitely needs a more formal approach
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So in a law firm you would use your full name.
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However in a trendy up-to-date design company then it would be a little bit old-fashioned
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to be using your full name on the phone
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I'm much better to go for the friendly approach of just saying hello, my name's Anna
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If I'm making the call and there's someone I specifically want to speak to
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or there's a certain Department I want to be put through to
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Then I'm going to first speak to the receptionist and ask them to connect me to the right person
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Some of the phrases I might use are
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Hello, could I speak to Mr. X please
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Hello, is it Mr. X in today?
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Oh Hello, can you put me through to Mr. X please?
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Hello, can I have extension 123 please?
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Oh. If you've been given a special extension number to reach a certain person
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then you'll either be asked to dial the extension number in
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or you'll be asked by a receptionist what extension you want
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and then you just quote the extension number for them to put you through
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Thank you
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But if you don't know exactly who it is you need to speak to
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You just know you need to speak to the marketing manager or the editor or
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somebody in the finance department for example, then you'd simply say
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May I speak to someone in the finance department, please?
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Can you put me through to the finance department, please?
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Hello is it possible to speak to the finance manager, please?
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If the person you want to speak to is not available
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Then you will probably be given the option to leave a message
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Now the information that you'll be expected to leave in a message is as follows
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Your name, the company you're calling from, a brief description as to why you're calling
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A call to action. So tell them that you would like them to call you back or
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Let them know that you will be calling this afternoon
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and they should expect your call or ask them to drop you an email perhaps
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And then finally a contact telephone number or email address
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This is really important. If they don't know how to contact you
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then they won't be able to get back in touch with you
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Hello, it's Anna here from English like a native. I just wanted to confirm
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What time you'd like your lesson tomorrow?
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If you could drop me an email to confirm what time is suitable for you then that would be fantastic
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My email address is [email protected]
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Alright, I will look forward to hearing from you. Bye
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Whether you are making the call or receiving the call, if you have any trouble understanding what the other person is saying
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Then don't panic. You could say one of the following lines
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I'm sorry could you repeat that please?
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Would you mind spelling that out for me?
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Would you mind speaking slowly for me, please?
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I'm afraid. This is a very bad line. Could you speak up?
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Now I'm going to give you eight of the most common telephone phrasal verbs
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Number one hold on
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If you're being asked to hold on then it means wait for a moment, don't do anything
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Don't end the call don't go away from the phone. Just wait, hold on
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Number two hang on
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Hang on is exactly the same as hold on. It's just slightly less formal. Hang on a second
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Number three
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Put through. To be put through or to put somebody through means that you are going to connect to the call
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Hang on a moment. I'll put you through
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Number four
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Get through. If you get through it means you have been successfully connected
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If you can't get through it means you've tried to call but you can't connect with anyone
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Perhaps nobody is answering the phone or perhaps the phone line is busy
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I just can't get through
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Number five hang up
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If you hang up then you end the call so I could say
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He just hung up on me I can't believe it
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or I might say wait don't hang up. I think he's just walked in the office now. I'll put you through
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Number six Call back
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If you call someone back, It means that you are returning their call so you might ask for a call back
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Hello. Could you call me back in five minutes? I'm very busy right now
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Number seven. Pick up
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To pick up means to answer the call. So if the phone is ringing. I might say to you. Could you pick that up?
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Could you pick up the phone?
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Did you pick up the call?
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And finally number eight get off
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If you get off then you get off the call, you get off the phone, you end the conversation
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So I must get off the phone. I'm so sorry. I've got to get off now. Bye
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And on that note I too must get off but before I leave, don't forget to give this video a thumb up if you enjoyed it
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If you do want a more comprehensive guide to business telephone English then do remember
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There's a link to the e-book down in the description box below
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along with lots of other fantastic links including my social media links
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So come and follow me on Instagram on Facebook on Twitter if you so desire
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Otherwise, don't forget to subscribe
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Have a wonderful day, take care and goodbye
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