Phone and video calls

Start, hold and end a call, take a message and spell a name. Lesson 14 of 58: Everyday English, CEFR A2.

Starting and holding a call

On the phone, say who you are with “This is…”, not “I am…”: “Hi, this is Ravi from Accounts.” Ask for somebody with “Could I speak to…?” When you need a moment: “Could you hold on a second?”
Hi, this is Ravi from Accounts.
Could I speak to Ms Chen, please?
Just a moment, I’ll put you through. (Connecting a call)

When the line is bad

Say so politely and ask for what you need: “Sorry, you’re breaking up.” “Could you speak up a little?” “Could you say that again, more slowly?” On video calls: “You’re on mute.” “I think you froze.”
Sorry, you’re breaking up.
You’re on mute.
Can everyone see my screen?

Spelling and messages

Spell names clearly, and use a word for any letter that could be confused: “That’s S for Sugar, M, I, T, H.” Take a message: “Can I take a message?” “I’ll ask her to call you back.”
Could you spell that for me, please?
That’s B for Bravo, not D. (Clarifying a letter)
Can I take a message?
Tip: Smile when you speak on the phone: people can hear it. And slow down: without your face, your voice carries everything.

Lines to have ready

Hi, this is … from … (Starting a call)
Is now a good time? (Checking before you start)
Sorry, I didn’t catch that. (You did not hear something)
Could you spell that, please? (Names and email addresses)
Thanks for calling. Bye for now. (Ending a call)
You’re on mute. (On video calls)

Your turn to speak

Role-play a call: introduce yourself, ask for a colleague who is out, leave a message with your name (spelt), your number and why you called, and end the call politely.
I used “This is…”
I spelt my name and clarified one letter
I said my number in groups
I ended politely

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