🎯Learning Objectives

By the end of this 30-minute lesson, you will be able to:

  • Open and close a professional phone call using standard phrases.
  • State the purpose of your call clearly and concisely.
  • Ask to speak to someone, transfer a call, and politely request a caller to hold.
  • Take and leave clear, accurate messages with all essential details.

📚Functional Language Focus

Professional calls follow a predictable structure. Knowing the right phrases for each stage keeps conversations polite, efficient, and stress-free.

Typical Call Flow

Stage Purpose Useful Language
Opening Greet and identify yourself/company. “Good morning, Innovatech Solutions, Ana speaking.”
“Hello, this is Marta from BrightLabs.”
Purpose Explain why you are calling. “I'm calling about the invoice you sent last week.”
“Could I speak to Mr. Rossi, please?”
Handling Manage waiting, transfers, clarifications. “Could you hold on a moment, please?”
“I'll put you through to Accounts now.”
Messages Take or leave key details. “Can I take your number?”
“Could you ask her to call me back, please?”
Closing Confirm next steps and end politely. “Thanks for your help—I'll send the confirmation email this afternoon.”

Key Functional Language

  • Opening: “Good morning..., [Your Name] speaking.”
  • Purpose: “I'm calling to confirm/discuss/ask about...”
  • Transfers: “One moment, I'll connect you.”
  • Messages: “Could I leave a message?”
  • Closing: “Thank you for your time. Have a great afternoon.”
Key Learning Tip: Use the 4 Cs for every call: be Clear, Concise, Courteous, and always Confirm key numbers, names, or actions before you hang up.

🌍Context & Usage

Card 1: Professional Context

  • Internal Calls: “Hi IT, this is Chloe from Finance. I'm calling because...”
  • Client Calls: Provide updates, confirm meetings, or answer questions.
  • Supplier Calls: “Could we confirm the delivery date for order 314, please?”
  • Reception: Take accurate messages and redirect callers confidently.

Card 2: Everyday Context

  • Appointments: “I'd like to book a table for four this Friday at 7 PM.”
  • Customer Service: Share account details and explain the issue clearly.
  • Information: Call local services for information about permits or support.
  • Follow-ups: Confirm deliveries or collection times for personal orders.

✅Examples & Analysis

Professional Opening

“Good morning, Innovatech Solutions, Ana speaking. How can I help you?”

Identifies the company and speaker, then invites the caller to explain their needs.

Purpose & Context

“Hello, this is Kenji from Marketing. I'm calling to follow up on the email I sent yesterday about the Q3 budget.”

Introduces the caller, department, and reason in one concise sentence.

Unavailable Contact

“I'm afraid Mr. Schmidt is in a meeting until 2 PM. Would you like to leave a message?”

Provides the reason and offers a helpful alternative.

Confirming Details

“Let me just read that back to you... you need a call back on 07700 900 123.”

Repeats key numbers to prevent errors and shows active listening.

Reservation Call

“Hi, I'd like to book a table for four people this Friday at 7 PM under the name ‘Davies’.”

States the purpose, key details, and politely adds “please”.

Customer Service

“I'm calling about my internet connection, which seems to be down. My account number is AC583301.”

Explains the issue quickly and provides the reference the agent needs.

❌ Common Mistakes & Fixes

  • Mistake: “I want Sarah.” → Correction: “Could I speak to Sarah Chen, please?”
  • Mistake: “He’s not here. Call back later.” → Correction: “I'm sorry, he's away from his desk. Can I take a message, or would you like to call back after lunch?”
  • Mistake: “OK, thanks, bye.” → Correction: “Great, thanks for clarifying. I'll wait for your email. Have a good afternoon.”

🎧Listening Practice

Listen to David Chen follow up on an urgent order. Notice how he introduces himself, states the purpose of the call, and confirms key information.

Audio: Handling an Urgent Call
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1. What is the main reason for David's call?
2. Why can't David speak to Marco Rossi?
3. According to Maria, when will Mr. Rossi probably be available?
4. Fill the gap: “Please ask him to call me back on _____________________.”

🧠Interactive Quiz

Choose the most professional response for each phone scenario.

1. Your colleague is on another call, and a client is waiting on the line for them. What is the most professional way to ask the client to wait?
2. You are calling a new supplier for the first time. How should you introduce yourself?
3. You answer the phone at home for your flatmate who isn't there. What is the best way to take a message?
4. You agreed to send a confirmation email. How do you close the call?

✍️Practice Exercises

Complete each task, then hit “Check” to see feedback and save your progress.

Exercise 1: Matching

Match the telephone phrase with its function.

1. I'm calling about the invoice you sent.
2. I'm sorry, she's in a meeting.
3. Could you hold on a moment, please?
4. Let me just read that back to you.
5. Can I take your name and number?

Exercise 2: Make It Polite

Rewrite each sentence to sound polite and professional.

1. I want to talk to the project manager.
2. Tell him to call me.
3. Wait.
4. What's your name again?
5. I need the report by 5 PM.

Exercise 3: Message Pad

Choose one scenario and fill out the message pad with the correct details.

Scenario A (Tech): Message for Sarah

Alex from “CloudServe” called about a server migration issue. He needs Sarah to call him back urgently today on 07890 123 456 to authorise the final step.

Scenario B (Retail): Message for Mr. Jones

Maria from “Elegant Displays” called about the new window display. The delivery will be delayed until tomorrow morning. Call her on 0161 496 0345 if the delay is a problem.

1. To:
2. From:
3. Company:
4. Phone Number:
5. Action:

Exercise 4: Error Correction

Find and correct the mistake in each sentence.

1. Hello, I'm calling for the project status.
2. I'll put you on to the right department.
3. Can I leave a message for he?
4. Sorry, I can't hear you good.
5. Thanks for to call me back.

🗣️Speaking Practice

Task 1: Controlled Practice

Select a context:

  • Call a supplier to check the delivery date of an order.
  • Call the IT department to report an issue with your email.
  • Call a colleague to request a file you need urgently.

Structure your call: Opening → Purpose → Closing.

Task 2: Guided Practice

Return a missed call where the voicemail was unclear. Decide whether it was a potential client or building management and prepare clarifying questions.

  • Explain why you are returning the call.
  • Politely state that the message was unclear.
  • Ask for the key details you need.

Task 3: Free Practice

Choose a scenario:

  • Scenario A – Follow-Up Call: Request an urgent update on a late task and agree on a new deadline.
  • Scenario B – Information Gathering: Call a hotel or conference centre to ask about availability, pricing, and catering for 15 people.

Be ready to share what you will ask, how you will note the information, and how you will close the call.

🪄Summary & Study Tips

Key Takeaways

  • Structure every call with a clear opening, purpose, and closing.
  • Use polite modal verbs and “please/thank you” to stay courteous.
  • State who you are, why you are calling, and confirm key details.
  • Repeat numbers, dates, and next steps to prevent mistakes.

Professional Study Tips

  • Prepare a short call outline before important conversations.
  • Listen to phone conversations in English-language media and note useful phrases.
  • Update your voicemail greeting to sound clear, confident, and professional.