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

298,011 views ・ 2020-01-22

Speak Confident English


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

00:00
Hey,
0
580
241
00:00
it's Annemarie with Speak Confident English and this is exactly where you want
1
821
3839
00:04
to be every week to get the confidence you want for your life and work in
2
4661
4409
00:09
English. I'm curious,
3
9071
1889
00:11
how comfortable are you speaking on the telephone in English?
4
11470
4350
00:16
I can imagine how your face dropped.
5
16480
3510
00:20
I know that speaking on the phone in English might be one of your nightmare
6
20830
4440
00:25
scenarios.
7
25271
839
00:26
You already feel nervous communicating in English and when it's on the telephone
8
26590
5000
00:31
you have no time to prepare.
9
31960
2190
00:34
The questions are unexpected and of course you don't get to see the person
10
34151
5000
00:39
communicate.
11
39341
660
00:40
It's 100% dependent on your listening skills,
12
40001
4379
00:44
your ability to understand and your ability to think in the moment and
13
44440
4680
00:49
immediately respond.
14
49121
1349
00:50
That is a big challenge and I'm curious how much time have you spent searching
15
50860
5000
00:57
the internet for information about what to say when you're on the telephone?
16
57551
4139
01:01
Because of course you want to say the same things native speakers say you want
17
61930
5000
01:07
to sound clear and professional on the telephone.
18
67301
2639
01:10
That's exactly what we're going to focus on in today's Confident English lesson.
19
70420
4350
01:15
You're going to get essential phrases for successful telephone calls and I'm
20
75520
4590
01:20
going to share with you the same things that native speakers say so that you can
21
80111
4259
01:24
hear how they sound,
22
84371
1709
01:26
practice them and start using them in your own telephone calls.
23
86440
3990
01:42
Now, before we get started today,
24
102830
1650
01:44
I want to let you know that in this video lesson I'm going to share with you
25
104481
3689
01:48
some of the most common and most important things you should say on the
26
108350
3690
01:52
telephone,
27
112041
833
01:53
but I have a much fuller lesson available on the Speak Confident English
28
113360
4350
01:57
website. In that lesson,
29
117711
1799
01:59
you'll find 46 phrases that you can use on the telephone for successful easy
30
119511
5000
02:05
phone calls. So after you watch this video,
31
125481
2519
02:08
I definitely want you to check that out. All right,
32
128030
3240
02:11
let's dive in and talk about the language you need for answering the telephone
33
131271
3929
02:15
in English professionally and informally.
34
135201
2789
02:18
Greetings and introductions.
35
138500
1950
02:20
Asking to speak with someone or asking to put someone on hold,
36
140960
4710
02:25
which means you're asking them to wait for a moment.
37
145671
2429
02:28
Clarifying information to make sure you have the right information.
38
148490
3810
02:32
What to say when you're writing down a message for someone or what to say if you
39
152780
5000
02:38
are the one leaving the message.
40
158211
2039
02:40
And finally how to end your phone call in English. So number one,
41
160550
4560
02:45
answering the phone in English, your telephone rings.
42
165230
3210
02:48
And what do native speakers usually say?
43
168500
2970
02:52
If this is a professional situation and I'm answering the telephone for work,
44
172040
4290
02:56
there are two options that are common.
45
176360
2160
02:59
Number one is what we use when it's not important to say the name of the company
46
179050
4800
03:03
or what department you're in. So you might answer the telephone and say, hello,
47
183910
4650
03:08
this is Annemarie. And number two is what we would say.
48
188590
3990
03:12
If you do need to say what company you're working for,
49
192581
3269
03:16
what department you're in, or to ask someone how you can help.
50
196030
3660
03:19
So it would sound like, hello, this is Annemarie was Speak Confident English.
51
199750
4440
03:24
How can I help you? Or this is Annemarie in the accounting department.
52
204220
4260
03:28
How can I help you?
53
208600
990
03:30
Now an informal or casual way of answering the telephone would be to simply say
54
210490
5000
03:36
hello.
55
216430
833
03:37
Notice when I say that that my voice goes up at the end it indicates a kind of
56
217660
5000
03:43
question hello or I might also say this is Annemarie.
57
223661
5000
03:49
Those informal ways of answering the phone are best when you know the person
58
229660
4650
03:54
calling you and today almost every telephone shows us the number or the name of
59
234311
5000
03:59
the person calling so we usually know in advance how to answer the telephone.
60
239861
5000
04:05
Now number two, let's say you are the person making the phone call,
61
245650
4410
04:10
which means you need to start with a greeting and then immediately introduce
62
250210
3600
04:13
yourself. That would sound like, hello,
63
253811
3299
04:17
this is Annemarie with Speak Confident English I'm calling about and then you
64
257111
4919
04:22
would include the specific reason that you're calling. For example,
65
262031
3869
04:25
I'm calling to get more information about your services or I'm calling to
66
265901
3809
04:29
confirm the dates of a meeting next week.
67
269711
2429
04:32
Now if you're calling someone that you talk to every week,
68
272950
3810
04:37
we don't need to be so formal, so a more casual version would be, Hey,
69
277090
4830
04:41
it's Annemarie over at Speak Confident English.
70
281921
2219
04:44
I just wanted to call to confirm the meeting for next week. Situation.
71
284170
4590
04:48
Number three is when you're calling someone specific and you need to ask for
72
288761
3929
04:52
them on the phone in a professional situation, it would sound like, hi,
73
292691
4829
04:57
this is Annemarie with Speak Confident English.
74
297521
2519
05:00
Is Laura available or may I speak to Laura?
75
300100
4260
05:04
If it's not important who you speak to,
76
304930
2610
05:07
but you need to speak with someone inside a specific department.
77
307570
3780
05:11
You can say, hi, this is Annemarie with Speak Confident English.
78
311680
4020
05:15
Could you connect me to the accounting department or could you connect me to the
79
315730
5000
05:21
human resources office? Now for a quick informal example,
80
321161
4799
05:26
if you're calling someone that you talk to regularly, you might say, hi,
81
326260
4440
05:30
this is Annemarie. Is Laura free or is Laura available?
82
330701
4769
05:36
In situation number four,
83
336190
1200
05:37
you need to put someone on hold to put someone on hold means to ask them to
84
337391
5000
05:43
wait. You might need to do this because you're searching for more information.
85
343541
4559
05:48
Maybe you need to see if someone is available or maybe you just need to take a
86
348130
5000
05:53
few deep breaths, calm down and prepare to speak in English.
87
353831
4359
05:58
This is actually a strategy I teach my students.
88
358580
3060
06:02
If you get a phone call in English, and you feel anxious, nervous,
89
362090
4800
06:06
or overwhelmed,
90
366891
1229
06:08
simply ask someone to hold for a moment and then take a few deep breaths,
91
368570
5000
06:14
calm down,
92
374870
1020
06:16
think about what you want to say and then go back to the telephone call.
93
376100
3720
06:20
So here are a few really professional, polite ways to do that.
94
380180
3360
06:24
May I put you on hold for a moment?
95
384080
2400
06:27
Could I ask you to hold for a moment?
96
387290
2580
06:30
Would you mind holding for a moment?
97
390260
2670
06:33
You could even add some details. For example,
98
393620
2730
06:36
would you mind holding for a moment while I get that information for you?
99
396351
3869
06:41
Or could I put you on hold while I see if she's available?
100
401090
4320
06:45
And now let's switch to an informal way of putting someone on hold.
101
405980
4380
06:50
You could simply say, I'm going to put you on hold for a sec.
102
410600
3990
06:55
I'm going to put you on hold for a sec.
103
415340
2850
06:58
Sec is short for second. I'm going to put you on hold for a second.
104
418490
4920
07:04
Now before I move on to situation number five,
105
424340
2460
07:06
I actually have a full lesson on all the different ways that we ask someone to
106
426830
5000
07:13
wait in English. Whether it's on the telephone or face to face,
107
433011
4049
07:17
so after you watch this lesson on essential phrases to use on the telephone,
108
437330
4230
07:21
definitely check that out.
109
441800
1350
07:23
I'll leave a link in this video and just below in the notes. Now,
110
443270
4890
07:28
situation number five might be the most important one in this lesson.
111
448161
3749
07:32
It's all about how to clarify information or to make sure the details that you
112
452180
5000
07:37
understand are correct. This is something that is absolutely essential,
113
457971
4379
07:42
especially on the phone and I know that you might feel nervous about asking
114
462351
5000
07:48
someone to repeat themselves or slow down,
115
468111
2879
07:51
but I want you to know you are not alone when you need to ask those questions.
116
471470
5000
07:57
When I talk to native speakers on the telephone,
117
477350
2430
07:59
sometimes I also have to ask them to repeat information or slow down.
118
479781
4589
08:04
In fact, just last week in one of my classes,
119
484850
3390
08:08
I was working with my students on language to use on the telephone and we were
120
488241
4829
08:13
practicing different situations and I told my students that day I had to speak
121
493071
5000
08:19
to someone at a bank. She was a native speaker. I was a native speaker,
122
499431
4589
08:24
but I didn't understand anything.
123
504021
2459
08:26
She said she was speaking way too fast and she had a strong accent from another
124
506481
5000
08:32
part of the United States.
125
512541
1529
08:34
So several times during the phone call I had to ask her to repeat,
126
514520
4890
08:39
I had to ask her to slow down and I had to confirm the information.
127
519560
3990
08:43
It is 100% okay to do that.
128
523940
2670
08:47
And here are the phrases that we use.
129
527030
2340
08:50
I'm sorry I didn't catch that. Could you say that one more time or I'm,
130
530210
4710
08:55
I didn't quite understand. Could you say that once more? Sorry to interrupt,
131
535410
4800
09:00
but before you continue,
132
540211
1319
09:01
can I clarify what you said and then you would repeat the information.
133
541560
5000
09:06
For example, you might repeat the phone number, the address,
134
546721
3359
09:10
the time or the date of a meeting, whatever the important details are,
135
550081
4469
09:14
repeat those to make sure they're correct. So if I'm confirming an address,
136
554790
4680
09:19
it might sound something like, I'm sorry, before you continue,
137
559500
3570
09:23
can I confirm the address that you gave me?
138
563100
2340
09:25
You said 1227 7th Street Southwest,
139
565710
4920
09:31
is that right?
140
571260
833
09:32
And finally with street names or an individual's name,
141
572850
3480
09:36
it's always okay to ask for the spelling and we simply say,
142
576510
3540
09:40
could you spell that out for me? All right,
143
580260
3270
09:43
situation number six is when you need to write down a message and give that
144
583531
5000
09:49
message to someone else. What could you say on the telephone?
145
589441
3449
09:53
Imagine someone calls to speak to your boss, but your boss isn't available.
146
593460
4800
09:58
So you might say something like, I'm sorry, she's not available at the moment.
147
598560
4530
10:03
Can I take a message for her? An alternative would be,
148
603120
3660
10:07
I'm afraid she's away at the moment,
149
607020
1770
10:08
but may I ask who's calling and can I give her a message for you? Now,
150
608791
4769
10:13
if you're going to leave a message for someone,
151
613590
2730
10:16
if you're going to give some important details,
152
616321
2339
10:18
make sure that you say it slowly and clearly,
153
618661
3419
10:22
just like you want the other person to speak.
154
622260
2760
10:25
So if you need to spell your name or give a phone number or an address,
155
625410
4440
10:30
make sure to slow down. When you speak.
156
630180
2190
10:32
It gives the other person time to listen carefully.
157
632580
3420
10:36
Think about what you're saying and make sure they understand it.
158
636270
3240
10:39
Let me and finally situation number seven is what should you say when it's time
159
639720
4650
10:44
to end the call. Sometimes this feels really awkward.
160
644371
4349
10:48
You don't know what to say at the end and maybe you just hang up the phone
161
648721
4139
10:52
really fast. Instead of doing that,
162
652861
2459
10:55
here are some things that native speakers say when it's time to finish the phone
163
655321
3959
10:59
call. Thank you so much for calling. If you have any other questions,
164
659281
3959
11:03
please don't hesitate to let me know. Thank you for calling.
165
663270
3510
11:06
I'll make sure she gets the message.
166
666810
2070
11:09
Thanks for calling and I'll see you next week at the meeting.
167
669420
2700
11:12
An informal way to end a phone call with someone like a colleague or a neighbor
168
672930
4050
11:16
is to simply say it was great to chat and I'll talk to you again soon.
169
676981
3869
11:21
And with that you have essential phrases to use for successful telephone calls
170
681660
4230
11:25
and sound professional.
171
685891
1259
11:27
Plus you're using the same language that native speakers use.
172
687510
3210
11:31
Now before we finish, I have two challenge questions for you. Number one:
173
691200
4230
11:35
is there a specific kind of telephone call that you need to make in English and
174
695670
5000
11:40
you would love for me to give you a common phrase or question that native
175
700831
3959
11:44
speakers use? If you do,
176
704791
2069
11:46
share that situation with me in the comments and I'll definitely give you the
177
706920
3990
11:50
right language that you need for that situation.
178
710911
2589
11:54
Question number two is what is one new phrase that you learned today that you
179
714340
4590
11:58
can start using in your telephone calls in English?
180
718931
3119
12:02
I would love to know what it is and you could even practice using it in a
181
722410
3870
12:06
sentence to make sure that you've got it right. And with that,
182
726281
3749
12:10
thank you so much for joining me. If you enjoyed this lesson,
183
730031
3269
12:13
I would love to know, and you can tell me in three ways. Number one,
184
733330
4200
12:17
give this lesson a thumbs up on YouTube and subscribe to the Speak Confident
185
737531
3839
12:21
English channel so you never miss one of my weekly lessons. Number two,
186
741371
4559
12:25
share this lesson with friends and colleagues on Facebook. And number three,
187
745931
4139
12:30
if you know someone who needs to improve their English on the telephone,
188
750160
3690
12:34
email them this lesson directly. Have a fantastic week.
189
754030
3990
12:38
Thank you for joining me and I'll see you next time for your Confident English
190
758050
3690
12:41
lesson.
191
761741
539
About this website

This site will introduce you to YouTube videos that are useful for learning English. You will see English lessons taught by top-notch teachers from around the world. Double-click on the English subtitles displayed on each video page to play the video from there. The subtitles scroll in sync with the video playback. If you have any comments or requests, please contact us using this contact form.

https://forms.gle/WvT1wiN1qDtmnspy7