Must-Know Telephone Phrases [Successful English on the Telephone]

297,016 views ・ 2020-01-22

Speak Confident English


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Hey,
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it's Annemarie with Speak Confident English and this is exactly where you want
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to be every week to get the confidence you want for your life and work in
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English. I'm curious,
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how comfortable are you speaking on the telephone in English?
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I can imagine how your face dropped.
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I know that speaking on the phone in English might be one of your nightmare
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scenarios.
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You already feel nervous communicating in English and when it's on the telephone
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you have no time to prepare.
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The questions are unexpected and of course you don't get to see the person
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communicate.
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It's 100% dependent on your listening skills,
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your ability to understand and your ability to think in the moment and
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immediately respond.
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That is a big challenge and I'm curious how much time have you spent searching
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the internet for information about what to say when you're on the telephone?
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Because of course you want to say the same things native speakers say you want
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to sound clear and professional on the telephone.
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That's exactly what we're going to focus on in today's Confident English lesson.
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You're going to get essential phrases for successful telephone calls and I'm
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going to share with you the same things that native speakers say so that you can
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hear how they sound,
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practice them and start using them in your own telephone calls.
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Now, before we get started today,
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I want to let you know that in this video lesson I'm going to share with you
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some of the most common and most important things you should say on the
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telephone,
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but I have a much fuller lesson available on the Speak Confident English
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website. In that lesson,
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you'll find 46 phrases that you can use on the telephone for successful easy
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phone calls. So after you watch this video,
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I definitely want you to check that out. All right,
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let's dive in and talk about the language you need for answering the telephone
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in English professionally and informally.
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Greetings and introductions.
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Asking to speak with someone or asking to put someone on hold,
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which means you're asking them to wait for a moment.
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Clarifying information to make sure you have the right information.
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What to say when you're writing down a message for someone or what to say if you
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are the one leaving the message.
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And finally how to end your phone call in English. So number one,
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answering the phone in English, your telephone rings.
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And what do native speakers usually say?
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If this is a professional situation and I'm answering the telephone for work,
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there are two options that are common.
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Number one is what we use when it's not important to say the name of the company
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or what department you're in. So you might answer the telephone and say, hello,
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this is Annemarie. And number two is what we would say.
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If you do need to say what company you're working for,
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what department you're in, or to ask someone how you can help.
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So it would sound like, hello, this is Annemarie was Speak Confident English.
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How can I help you? Or this is Annemarie in the accounting department.
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How can I help you?
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Now an informal or casual way of answering the telephone would be to simply say
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hello.
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Notice when I say that that my voice goes up at the end it indicates a kind of
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question hello or I might also say this is Annemarie.
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Those informal ways of answering the phone are best when you know the person
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calling you and today almost every telephone shows us the number or the name of
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the person calling so we usually know in advance how to answer the telephone.
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Now number two, let's say you are the person making the phone call,
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which means you need to start with a greeting and then immediately introduce
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yourself. That would sound like, hello,
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this is Annemarie with Speak Confident English I'm calling about and then you
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would include the specific reason that you're calling. For example,
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I'm calling to get more information about your services or I'm calling to
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confirm the dates of a meeting next week.
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Now if you're calling someone that you talk to every week,
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we don't need to be so formal, so a more casual version would be, Hey,
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it's Annemarie over at Speak Confident English.
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I just wanted to call to confirm the meeting for next week. Situation.
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Number three is when you're calling someone specific and you need to ask for
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them on the phone in a professional situation, it would sound like, hi,
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this is Annemarie with Speak Confident English.
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Is Laura available or may I speak to Laura?
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If it's not important who you speak to,
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but you need to speak with someone inside a specific department.
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You can say, hi, this is Annemarie with Speak Confident English.
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Could you connect me to the accounting department or could you connect me to the
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human resources office? Now for a quick informal example,
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if you're calling someone that you talk to regularly, you might say, hi,
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this is Annemarie. Is Laura free or is Laura available?
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In situation number four,
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you need to put someone on hold to put someone on hold means to ask them to
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wait. You might need to do this because you're searching for more information.
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Maybe you need to see if someone is available or maybe you just need to take a
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few deep breaths, calm down and prepare to speak in English.
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This is actually a strategy I teach my students.
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If you get a phone call in English, and you feel anxious, nervous,
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or overwhelmed,
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simply ask someone to hold for a moment and then take a few deep breaths,
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calm down,
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think about what you want to say and then go back to the telephone call.
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So here are a few really professional, polite ways to do that.
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May I put you on hold for a moment?
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Could I ask you to hold for a moment?
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Would you mind holding for a moment?
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You could even add some details. For example,
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would you mind holding for a moment while I get that information for you?
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Or could I put you on hold while I see if she's available?
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And now let's switch to an informal way of putting someone on hold.
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You could simply say, I'm going to put you on hold for a sec.
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I'm going to put you on hold for a sec.
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Sec is short for second. I'm going to put you on hold for a second.
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Now before I move on to situation number five,
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I actually have a full lesson on all the different ways that we ask someone to
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wait in English. Whether it's on the telephone or face to face,
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so after you watch this lesson on essential phrases to use on the telephone,
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definitely check that out.
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I'll leave a link in this video and just below in the notes. Now,
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situation number five might be the most important one in this lesson.
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It's all about how to clarify information or to make sure the details that you
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understand are correct. This is something that is absolutely essential,
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especially on the phone and I know that you might feel nervous about asking
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someone to repeat themselves or slow down,
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but I want you to know you are not alone when you need to ask those questions.
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When I talk to native speakers on the telephone,
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sometimes I also have to ask them to repeat information or slow down.
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In fact, just last week in one of my classes,
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I was working with my students on language to use on the telephone and we were
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practicing different situations and I told my students that day I had to speak
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to someone at a bank. She was a native speaker. I was a native speaker,
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but I didn't understand anything.
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She said she was speaking way too fast and she had a strong accent from another
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part of the United States.
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So several times during the phone call I had to ask her to repeat,
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I had to ask her to slow down and I had to confirm the information.
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It is 100% okay to do that.
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And here are the phrases that we use.
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I'm sorry I didn't catch that. Could you say that one more time or I'm,
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I didn't quite understand. Could you say that once more? Sorry to interrupt,
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but before you continue,
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can I clarify what you said and then you would repeat the information.
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For example, you might repeat the phone number, the address,
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the time or the date of a meeting, whatever the important details are,
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repeat those to make sure they're correct. So if I'm confirming an address,
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it might sound something like, I'm sorry, before you continue,
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can I confirm the address that you gave me?
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You said 1227 7th Street Southwest,
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is that right?
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And finally with street names or an individual's name,
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it's always okay to ask for the spelling and we simply say,
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could you spell that out for me? All right,
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situation number six is when you need to write down a message and give that
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message to someone else. What could you say on the telephone?
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Imagine someone calls to speak to your boss, but your boss isn't available.
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So you might say something like, I'm sorry, she's not available at the moment.
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Can I take a message for her? An alternative would be,
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I'm afraid she's away at the moment,
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but may I ask who's calling and can I give her a message for you? Now,
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if you're going to leave a message for someone,
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if you're going to give some important details,
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make sure that you say it slowly and clearly,
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just like you want the other person to speak.
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So if you need to spell your name or give a phone number or an address,
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make sure to slow down. When you speak.
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It gives the other person time to listen carefully.
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Think about what you're saying and make sure they understand it.
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Let me and finally situation number seven is what should you say when it's time
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to end the call. Sometimes this feels really awkward.
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You don't know what to say at the end and maybe you just hang up the phone
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really fast. Instead of doing that,
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here are some things that native speakers say when it's time to finish the phone
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call. Thank you so much for calling. If you have any other questions,
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please don't hesitate to let me know. Thank you for calling.
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I'll make sure she gets the message.
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Thanks for calling and I'll see you next week at the meeting.
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An informal way to end a phone call with someone like a colleague or a neighbor
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is to simply say it was great to chat and I'll talk to you again soon.
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And with that you have essential phrases to use for successful telephone calls
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and sound professional.
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Plus you're using the same language that native speakers use.
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Now before we finish, I have two challenge questions for you. Number one:
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is there a specific kind of telephone call that you need to make in English and
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you would love for me to give you a common phrase or question that native
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speakers use? If you do,
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share that situation with me in the comments and I'll definitely give you the
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right language that you need for that situation.
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Question number two is what is one new phrase that you learned today that you
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can start using in your telephone calls in English?
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I would love to know what it is and you could even practice using it in a
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sentence to make sure that you've got it right. And with that,
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thank you so much for joining me. If you enjoyed this lesson,
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I would love to know, and you can tell me in three ways. Number one,
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give this lesson a thumbs up on YouTube and subscribe to the Speak Confident
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English channel so you never miss one of my weekly lessons. Number two,
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share this lesson with friends and colleagues on Facebook. And number three,
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if you know someone who needs to improve their English on the telephone,
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email them this lesson directly. Have a fantastic week.
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Thank you for joining me and I'll see you next time for your Confident English
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lesson.
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