For many English language learners, phone calls and video meetings present a unique challenge. Without the benefit of facial expressions, gestures, and the full range of body language, you must rely almost entirely on your voice—and your ears.
This can feel intimidating. The pace of spoken English seems faster over the phone. Accents are harder to understand without visual cues. And when something goes wrong—a bad connection, a frozen screen, an unexpected silence—there is nowhere to hide.
But telephone and video communication are essential skills in modern life. Whether you are scheduling an appointment, participating in a work meeting, or connecting with friends and family across distances, knowing how to handle these conversations with confidence will serve you well.
This guide will walk you through the practical skills you need: answering calls, making calls, leaving messages, participating in conference calls, and managing the inevitable technical difficulties with grace.
Part One: Answering Phone Calls
When your phone rings, you have only a moment to compose yourself before speaking. Having a standard greeting ready makes this easier.
Personal Calls
For calls from friends, family, or unknown numbers on your personal phone, a simple greeting is appropriate:
- “Hello?”
- “Hi, this is [Your Name].”
- “Hello, [Name] speaking.”
If you do not recognize the number, it is perfectly acceptable to answer with just “Hello?” and wait for the caller to identify themselves.
Professional Calls
In a workplace setting, your greeting should be slightly more formal and informative:
- “Good morning, [Company Name], this is [Your Name]. How may I help you?”
- “Thank you for calling [Department/Company]. This is [Your Name] speaking.”
- “[Your Name] speaking. How can I help you?”
If you are answering on behalf of someone else:
- “[Name]’s office, this is [Your Name]. How may I help you?”
- “You’ve reached [Name]’s line. This is [Your Name]. May I take a message?”
When You Cannot Hear Clearly
Do not pretend to understand if you cannot hear. It is far better to ask for clarification:
- “I’m sorry, could you repeat that? The connection isn’t very clear.”
- “I didn’t quite catch that. Could you say it again?”
- “Would you mind speaking a bit more slowly? I want to make sure I understand.”
- “I’m sorry, I’m having trouble hearing you. Could you speak up a little?”
There is no shame in asking someone to repeat themselves. It shows that you care about getting the information right.
When You Need to Transfer or Put Someone on Hold
If you need to transfer a call or check something:
- “Let me transfer you to the right department. One moment, please.”
- “May I put you on hold for just a moment while I check on that?”
- “I’m going to transfer you to [Name/Department]. Please hold.”
When you return:
- “Thank you for holding. I have that information for you now.”
- “Thanks for your patience. I’m transferring you now.”
Part Two: Making Phone Calls
Making a call—especially a professional one—can feel more daunting than receiving one. Preparation helps.
Before You Call
- Know the purpose of your call
- Have relevant information ready (account numbers, dates, names)
- Anticipate questions you might be asked
- If you are nervous, write down key points you want to cover
Opening the Call
Introduce yourself clearly and state your reason for calling:
Personal calls:
- “Hi, this is [Your Name]. Is [Person] available?”
- “Hello, I’m calling for [Person]. Is this a good time?”
Professional calls:
- “Good afternoon. My name is [Your Name], and I’m calling about…”
- “Hello, this is [Your Name] from [Company/Organization]. I’m calling to inquire about…”
- “Hi, I’m calling to follow up on…”
If You Reach the Wrong Person
- “I’m sorry, I may have dialed the wrong number. I was trying to reach [Name/Company].”
- “My apologies—I think I have the wrong extension. Could you transfer me to [Department]?”
If the Person Is Unavailable
- “Could you let them know I called? My name is [Your Name], and my number is…”
- “May I leave a message?”
- “When would be a good time to call back?”
- “Could you ask them to return my call when they’re available?”
Closing the Call
End calls politely, summarizing any agreed actions:
- “Thank you for your help. I’ll follow up by email.”
- “I appreciate your time. Have a great day.”
- “Thanks so much. I’ll expect to hear from you by Friday, then.”
- “That’s all I needed. Thanks again—goodbye.”
Part Three: Leaving Voicemail Messages
Voicemail makes many people anxious. The key is to be brief, clear, and organized.
The Structure of a Good Voicemail
A well-constructed voicemail includes:
- Your name (spoken clearly)
- Your phone number (spoken slowly—people often replay this part)
- The reason for your call (brief and specific)
- Any action you are requesting
- Your phone number again (this is helpful)
Example Voicemails
Personal: “Hi Sarah, this is [Your Name]. I’m calling to see if you’re free for dinner this Saturday. Give me a call when you get a chance. My number is [Number]. Thanks—talk soon.”
Professional: “Hello, this is [Your Name] calling for [Recipient’s Name]. I’m following up on the proposal I sent last week and wanted to discuss next steps. You can reach me at [Number]. That’s [Number repeated slowly]. I’ll be available until 5 p.m. today. Thank you.”
Appointment-related: “Hi, this is [Your Name]. I have an appointment scheduled for Thursday at 2 p.m. and need to reschedule. Please call me back at [Number]. Thank you.”
Common Mistakes to Avoid
- Speaking too quickly (especially your phone number)
- Rambling without a clear point
- Leaving an overly long message
- Forgetting to leave your phone number
- Sounding irritated or impatient
If you make a mistake while recording, many voicemail systems allow you to re-record. Take advantage of this.
Part Four: Taking Messages for Others
If you answer a call for someone who is unavailable, you become responsible for accurate message-taking.
What to Say
- “I’m afraid [Name] isn’t available at the moment. May I take a message?”
- “[Name] is in a meeting right now. Can I have them call you back?”
- “[Name] is out of the office today. Would you like to leave a message?”
What to Record
Gather the following information:
- Caller’s name (ask them to spell it if needed)
- Caller’s phone number (read it back to confirm)
- The reason for the call (briefly)
- Any urgency or deadline
- The best time to return the call
Confirming the Information
Read the message back to ensure accuracy:
- “Let me make sure I have this right. Your name is [Name], your number is [Number], and you’re calling about [Topic]. Is that correct?”
Passing the Message Along
Deliver the message promptly and accurately. If the matter seems urgent, communicate that clearly to the recipient.
Part Five: Video Calls
Video calls have become a standard part of professional and personal life. They combine elements of phone calls and in-person meetings, with their own unique challenges.
Before the Call
Technical preparation:
- Test your camera and microphone beforehand
- Ensure your internet connection is stable
- Know how to use the platform (Zoom, Teams, Google Meet, etc.)
- Have the meeting link ready
Environmental preparation:
- Choose a quiet location with minimal background noise
- Position yourself in good lighting (facing a window or lamp, not with light behind you)
- Check what is visible behind you—keep it tidy and professional
- Close unnecessary browser tabs and applications to avoid distractions
Personal preparation:
- Dress appropriately for the context (professional calls require professional attire, at least from the waist up)
- Have water nearby
- Keep notes or relevant documents within reach
Joining the Call
Join a few minutes early when possible, especially for professional calls. When you enter:
- “Hi everyone, can you hear me okay?”
- “Hello, good to see you. Is my audio working?”
- “Good morning. Let me know if there are any issues with my connection.”
During the Call
Mute when not speaking. This prevents background noise from disrupting the meeting. Unmute when you wish to contribute.
Look at the camera, not the screen. This creates the impression of eye contact. It feels unnatural at first, but it makes a significant difference in how engaged you appear.
Nod and react visibly. Because participants cannot see your full body language, exaggerate your reactions slightly—nod when you agree, smile when appropriate, lean in when listening intently.
Speak clearly and pause between points. Audio delays are common on video calls. Speaking at a measured pace and pausing between thoughts helps others follow.
Common Phrases for Video Calls
Opening:
- “Thanks for joining, everyone.”
- “Shall we get started?”
- “Before we begin, can everyone confirm they can hear me?”
During:
- “I’d like to add something here…”
- “Sorry to interrupt, but…”
- “Could you repeat that? I missed the last part.”
- “Let me share my screen.”
Closing:
- “I think that covers everything. Any final questions?”
- “Thanks everyone for your time today.”
- “I’ll send a summary by email.”
Part Six: Conference Calls
Conference calls—whether audio-only or video—involve multiple participants and require additional skills to navigate effectively.
Joining a Conference Call
When you join, announce yourself briefly:
- “Hi, this is [Your Name] joining.”
- “Good morning, [Your Name] here.”
- “Hello everyone, this is [Your Name] from [Department/Company].”
If you join late:
- “Apologies for joining late. This is [Your Name].”
Do not disrupt the conversation with a lengthy explanation. A brief acknowledgment is sufficient.
Participating Without Interrupting
Conference calls can become chaotic if participants speak over each other. To contribute without disrupting:
Wait for natural pauses. Do not jump in mid-sentence.
Use verbal signals:
- “I’d like to add something when there’s a moment.”
- “May I jump in here?”
- “I have a thought on that, if I may.”
Use the chat function. Many platforms have a text chat feature. Use it to indicate you would like to speak or to share brief comments without interrupting the speaker.
Address people by name. This helps clarify who you are speaking to:
- “Sarah, I wanted to follow up on your point about…”
- “David, could you clarify what you meant by…?”
When You Cannot Hear or Understand
Connection issues are common. Ask for repetition politely:
- “I’m sorry, you cut out for a moment. Could you repeat that?”
- “I didn’t catch the last part. Would you mind saying it again?”
- “There’s some interference on the line. Could you repeat your question?”
Managing Multiple Speakers
If you are leading the call, help manage the flow:
- “Let’s hear from [Name] next.”
- “I see [Name] has their hand raised.”
- “We have a few people wanting to speak. [Name], why don’t you go first?”
- “Let’s make sure everyone has a chance to contribute.”
Ending the Call
If you need to leave before the call ends:
- “I’m afraid I have to drop off now. Thank you, everyone.”
- “I need to leave for another meeting, but please carry on.”
If you are closing the call:
- “I think we’ve covered everything. Thank you all for joining.”
- “Let’s wrap up here. I’ll send out notes and next steps.”
Part Seven: Managing Technical Difficulties
Technology fails. Connections drop. Screens freeze. Audio cuts out. These moments are frustrating, but how you handle them determines whether the call recovers smoothly.
Audio Problems
If you cannot hear someone:
- “I’m sorry, I’m having trouble hearing you. Could you check your microphone?”
- “You’re cutting in and out on my end. Can you try speaking again?”
- “I think there might be an issue with your audio. I can’t hear you clearly.”
If others cannot hear you:
- “Can everyone hear me okay? Let me check my microphone.”
- “I’ll try disconnecting and rejoining—one moment.”
- “Let me switch to phone audio instead.”
Video Problems
If your video freezes or fails:
- “I think my video has frozen. Let me turn it off and on again.”
- “I’m going to turn off my camera to help with the connection.”
- “Apologies—my video seems to be having issues. I’ll continue with audio only.”
Connection Issues
If you are experiencing lag or delays:
- “I think there’s a delay on my end. Bear with me.”
- “My connection is unstable. I may need to rejoin.”
- “I’m going to try switching to a different network.”
If you need to leave and rejoin:
- “I’m having technical difficulties. I’ll drop off and rejoin in a moment.”
When you return:
- “I’m back. Sorry about that—where were we?”
- “Apologies for the interruption. Please continue.”
When All Else Fails
If the technology simply will not cooperate:
- “I think we’re having too many technical issues to continue effectively. Can we reschedule?”
- “Let’s switch to a phone call instead. I’ll dial in now.”
- “Would it be easier to continue this conversation by email?”
Remaining calm during technical difficulties projects competence. Frustration is understandable, but expressing it does not help resolve the problem—and it makes others uncomfortable.
Part Eight: Etiquette and Professionalism
Beyond the mechanics of calls, there are unwritten rules that govern professional telephone and video communication.
Be Punctual
Join calls on time—or a few minutes early for important meetings. If you will be late, notify others in advance if possible.
Identify Yourself
On phone calls, always state your name at the beginning. Do not assume the other person recognizes your voice.
Stay Focused
Avoid multitasking during calls. Others can often tell when you are distracted—by your delayed responses, typing sounds, or lack of engagement.
Mute Yourself
On group calls, stay muted when not speaking. Background noise—dogs barking, children playing, traffic—disrupts the conversation for everyone.
Do Not Eat
Eating during a call is audible and distracting. If you must have water, mute yourself while drinking.
Mind Your Surroundings
On video calls, your environment is visible. A cluttered or inappropriate background undermines your professionalism.
End Gracefully
Do not simply hang up. Close with a brief acknowledgment:
- “Thanks for your time. Goodbye.”
- “Speak soon. Take care.”
- “Thank you—I’ll be in touch.”
Useful Phrases: Quick Reference
Answering:
- “Hello, [Your Name] speaking.”
- “Good morning, how may I help you?”
Making a call:
- “Hello, my name is [Your Name]. I’m calling about…”
- “Is this a good time to talk?”
Clarifying:
- “Could you repeat that, please?”
- “I didn’t quite catch that.”
- “Could you speak a little more slowly?”
Leaving a voicemail:
- “Please call me back at [Number].”
- “I’ll try again later.”
Technical issues:
- “I’m having trouble with my connection.”
- “Can you hear me now?”
- “Let me rejoin the call.”
Closing:
- “Thank you for your time.”
- “I’ll follow up by email.”
- “Goodbye, take care.”
