Effortless English Podcasts
Effortless English Learning
Handling Phone Calls in English!
Alison: Hello, everyone! Welcome to Effortless English Podcasts, part of our series Effortless English Learning.
Will: Hey there! It’s great to have you with us today.
Alison: Will, do you remember the first time you had to answer a phone in a formal setting?
Will: Oh, absolutely. I was so nervous. I think I said something like, “Hello, uh… yes? Who’s this?” Not very professional!
Alison: That’s hilarious! I had a similar experience. I remember working part-time at a bookstore and accidentally hung up on a customer.
Will: Ouch! Well, answering the phone can be tricky, especially if you’re not used to it.
Alison: Exactly. It’s not just about the words you say but also how you say them.
Will: True. And it’s even harder when you’re speaking in a second language.
Alison: That’s why today’s topic is so useful—how to handle phone calls in English.
Will: We’ll explore different situations, like leaving messages or asking for someone who’s not available.
Alison: And, of course, we’ll share the differences between how Americans and Brits approach these calls.
Will: Right. Plus, we’ll talk about some common mistakes and how to avoid them.
Alison: Before we get started, let’s remind everyone—don’t forget to subscribe to our channel.
Will: Yes! By subscribing, you’ll never miss any of our lessons.
Alison: And if you need subtitles, just turn on the CC option. We’ve got multi-language subtitles available.
Will: That’s right. It’s a great way to follow along and improve your listening skills.
Alison: Alright, let’s dive into today’s topic!
First scene
Kate: Hello, this is Kate at Bright Solutions.
Michael: Hi Kate, this is Michael from Ace Electronics.
Kate: Hi Michael! How can I assist you today?
Michael: I’d like to speak with Mr. Johnson, please.
Kate: I’m sorry, Mr. Johnson is not at his desk.
Michael: Oh, I see. Do you know when he’ll be back?
Kate: He should return after lunch around 2 PM.
Michael: That’s fine. Can I leave him a message?
Kate: Of course. What would you like me to tell him?
Michael: Please let him know I called about the shipment.
Kate: Got it. Should he call you back later?
Michael: Yes, please. He can reach me at 555-987-1234.
Kate: I’ll make sure he gets the message.
Michael: Thank you, Kate. I appreciate your help.
Kate: You’re welcome! Have a great day, Michael.
Second scene
Sarah: Hello, this is Sarah from GreenTech.
David: Hi Sarah, this is David from CityCorp.
Sarah: Hi David! How can I help you today?
David: I’m calling to discuss the project proposal.
Sarah: Sure, let me pull up the document.
David: Take your time. I can wait a moment.
Sarah: Found it! Which part should we review first?
David: Let’s start with the budget section.
Sarah: Alright. Do you have any specific concerns?
David: Yes, the estimated costs seem a bit high.
Sarah: I see. We can adjust some figures if needed.
David: That would be great. Can we lower travel costs?
Sarah: I think so. I’ll check with the finance team.
David: Perfect. Also, can we discuss the timeline?
Sarah: Of course. Do you have suggested adjustments?
David: Yes, we’d like to shorten Phase 2 by a week.
Sarah: I’ll see if that’s feasible with our resources.
David: Thanks! When can you confirm the changes?
Sarah: I’ll need about two days to finalize this.
David: Sounds good. Will you email me the updates?
Sarah: Yes, I’ll send everything by Thursday morning.
David: Perfect. Should we schedule a follow-up call?
Sarah: Sure, when are you available next week?
David: How about Monday at 10 AM?
Sarah: Let me check… Yes, that works for me.
David: Great! I’ll send a calendar invite shortly.
Sarah: Thanks, David. Is there anything else today?
David: No, that’s all. Thanks for your help, Sarah.
Sarah: Anytime! Have a great rest of your day.
David: You too. Talk to you soon. Bye!
Sarah: Bye!
Alison: Alright, let’s talk about the two phone call scenes we just listened to.
Will: Sure. The first one was a typical workplace call, right? Michael wanted to speak to Mr. Johnson, but he wasn’t available.
Alison: Exactly. So, Kate handled the situation by offering to take a message. That’s a really common scenario in offices.
Will: Yes, and it’s also a great example of polite and professional language. For instance, Kate said, “How can I assist you today?” instead of just saying, “What do you want?”
Alison: That’s a big one! The phrase “How can I assist you?” is very common in American business calls. It’s polite and sounds helpful.
Will: In British English, we might say, “How may I help you?” It’s slightly different, but the meaning is the same.
Alison: And then there’s the part where Kate said, “I’m sorry, Mr. Johnson is not at his desk.” That’s a polite way of saying someone isn’t available.
Will: Yes, but in British offices, it’s also common to hear, “I’m afraid he’s not in at the moment.” The phrase “I’m afraid” is often used in British English to sound a bit softer.
Alison: That’s a good point. Now, in the second scene, the tone was a little less formal but still professional.
Will: Right. David and Sarah were discussing a project proposal. I noticed Sarah said, “Take your time. I can wait a moment.”
Alison: That’s a very American way of making the other person feel comfortable. It shows patience and understanding.
Will: In the UK, we might say, “No rush. Let me know when you’re ready.” It’s a small difference, but it’s good to know both versions.
Alison: Definitely. Another thing I noticed is how David asked to discuss the budget section. He said, “Let’s start with the budget section.”
Will: That’s direct but polite. In British English, it’s common to add a softener, like “Shall we start with the budget section?”
Alison: I see what you mean. Adding “shall we” makes it sound a bit more collaborative.
Will: Exactly. Now, one thing I really liked in the second scene was how Sarah confirmed the follow-up actions. She said, “I’ll send everything by Thursday morning.”
Alison: Yes, that’s a good habit. Always confirm the next steps clearly to avoid any confusion.
Will: It’s also worth noting how David asked, “Should we schedule a follow-up call?” That’s a polite way to suggest the next meeting.
Alison: In American English, you might also hear, “Can we set up another call?” It’s slightly more casual but works just as well.
Will: And when they set the meeting time, David said, “How about Monday at 10 AM?” That’s a very conversational way to propose a time.
Alison: True. In British English, we often say, “Would Monday at 10 AM suit you?” It sounds a bit more formal.
Will: That’s a great example of how the tone can change between American and British English.
Alison: Absolutely. So, what’s the takeaway here?
Will: I’d say it’s important to be polite, clear, and professional when speaking on the phone, whether you’re in the US or the UK.
Alison: And understanding these small language differences can really help avoid misunderstandings.
Will: Couldn’t agree more. Alright, let’s move on to discuss some other common phone scenarios!
Alison: Alright, let’s talk about the two phone call scenes we just listened to.
Will: Sure. The first one was a typical workplace call, right? Michael wanted to speak to Mr. Johnson, but he wasn’t available.
Alison: Exactly. So, Kate handled the situation by offering to take a message. That’s a really common scenario in offices.
Will: Yes, and it’s also a great example of polite and professional language. For instance, Kate said, “How can I assist you today?” instead of just saying, “What do you want?”
Alison: That’s a big one! The phrase “How can I assist you?” is very common in American business calls. It’s polite and sounds helpful.
Will: In British English, we might say, “How may I help you?” It’s slightly different, but the meaning is the same.
Alison: And then there’s the part where Kate said, “I’m sorry, Mr. Johnson is not at his desk.” That’s a polite way of saying someone isn’t available.
Will: Yes, but in British offices, it’s also common to hear, “I’m afraid he’s not in at the moment.” The phrase “I’m afraid” is often used in British English to sound a bit softer.
Alison: That’s a good point. Now, in the second scene, the tone was a little less formal but still professional.
Will: Right. David and Sarah were discussing a project proposal. I noticed Sarah said, “Take your time. I can wait a moment.”
Alison: That’s a very American way of making the other person feel comfortable. It shows patience and understanding.
Will: In the UK, we might say, “No rush. Let me know when you’re ready.” It’s a small difference, but it’s good to know both versions.
Alison: Definitely. Another thing I noticed is how David asked to discuss the budget section. He said, “Let’s start with the budget section.”
Will: That’s direct but polite. In British English, it’s common to add a softener, like “Shall we start with the budget section?”
Alison: I see what you mean. Adding “shall we” makes it sound a bit more collaborative.
Will: Exactly. Now, one thing I really liked in the second scene was how Sarah confirmed the follow-up actions. She said, “I’ll send everything by Thursday morning.”
Alison: Yes, that’s a good habit. Always confirm the next steps clearly to avoid any confusion.
Will: It’s also worth noting how David asked, “Should we schedule a follow-up call?” That’s a polite way to suggest the next meeting.
Alison: In American English, you might also hear, “Can we set up another call?” It’s slightly more casual but works just as well.
Will: And when they set the meeting time, David said, “How about Monday at 10 AM?” That’s a very conversational way to propose a time.
Alison: True. In British English, we often say, “Would Monday at 10 AM suit you?” It sounds a bit more formal.
Will: That’s a great example of how the tone can change between American and British English.
Alison: Absolutely. One last point I want to highlight is how Sarah asked, “Do you have suggested adjustments?”
Will: Yes, that’s a smart way to invite input from the other person without being too direct.
Alison: And it keeps the conversation collaborative, which is so important for professional calls.
Will: So, what’s the takeaway here?
Alison: I’d say it’s important to be polite, clear, and professional when speaking on the phone, whether you’re in the US or the UK.
Will: And understanding these small language differences can really help avoid misunderstandings.
Alison: Couldn’t agree more. Alright, let’s move on to discuss some other common phone scenarios!
Alison: Now that we’ve covered the two scenes, let’s think about other phone situations people might face.
Will: Good idea. One common scenario is handling customer complaints. That can be really challenging.
Alison: Definitely. For example, if a customer is upset, you might need to say something like, “I’m sorry for the inconvenience. How can I help resolve this for you?”
Will: Yes, and in British English, we might say, “I do apologize for any trouble caused.” It’s a slightly more formal way to show sympathy.
Alison: Another tricky situation is dealing with unexpected calls, like someone asking for information you don’t have.
Will: In that case, you could say, “Let me check on that for you and get back to you shortly.”
Alison: Exactly. It’s important to sound confident even if you don’t know the answer right away.
Will: Another situation could be making an emergency call. For instance, if you need to call for help, it’s essential to stay calm and provide clear details.
Alison: Right. For example, you might say, “There’s been an accident at [location]. Could you send help, please?”
Will: Yes, and in the UK, we often start with, “This is an emergency. Could I speak to the police or ambulance service, please?”
Alison: That’s a good point. Emergency calls often require specific phrasing to make the situation clear.
Will: What about calls at home versus in the office? Do you think they’re very different?
Alison: Oh, absolutely. At home, phone calls tend to be more casual. You might answer with, “Hi, this is Alison,” or even just, “Hello?”
Will: Yes, and in the UK, we often say, “Hello, Will speaking.” It’s slightly more formal but still relaxed.
Alison: In an office, though, you’re expected to be more professional. Something like, “Good morning, this is Alison from Bright Solutions,” sets the tone right away.
Will: Exactly. And the way you end a call can differ too. At home, you might just say, “Alright, talk to you later.”
Alison: But in the office, it’s better to say, “Thank you for your time. Have a great day.”
Will: Now, here’s an interesting thought: sometimes cultural differences in phone etiquette can cause confusion.
Alison: For example?
Will: Well, in the UK, we often say “cheers” at the end of a call, even in some professional contexts.
Alison: That’s funny because in the US, “cheers” is rarely used. We’d probably just say, “Thanks” or “Bye.”
Will: Exactly. So if an American hears “cheers,” they might think it’s unusual or even confusing.
Alison: Another example is how we handle voicemail. In the US, it’s common to leave detailed messages, like, “Hi, this is Alison. I’m calling about the report. Please call me back at 555-1234.”
Will: In the UK, voicemail messages tend to be shorter. Something like, “Hi, it’s Will. Give me a ring when you’re free,” is usually enough.
Alison: That’s a big difference! And if someone isn’t familiar with the other style, it might seem strange.
Will: Exactly. So, knowing these small cultural differences can really help when making international calls.
Alison: Speaking of which, have you ever had a funny misunderstanding because of cultural differences on the phone?
Will: Oh, yes. I once told an American colleague, “I’ll give you a ring,” and they thought I meant an actual piece of jewelry!
Alison: That’s hilarious! In the US, we’d just say, “I’ll call you,” to avoid any confusion.
Will: Right. And this is why it’s so important to learn about these little differences—they can really change the way a message is understood.
Alison: Absolutely. Alright, I think we’ve covered quite a few scenarios here.
Will: We have. Let’s move on to discuss some common mistakes people make when answering or making calls.
Alison: Alright, let’s talk about some common mistakes people make when answering or making phone calls in English.
Will: Yes, there are definitely a few. One big one is starting the call without introducing yourself.
Alison: Right. Instead of just saying, “Hello,” it’s better to say, “Hello, this is Alison from Bright Solutions.”
Will: In British English, we often say, “Hello, Will speaking.” It’s short but still lets the other person know who they’re talking to.
Alison: Another mistake is speaking too quickly, especially when leaving a message.
Will: Oh, that’s a big one. If you say your phone number too fast, the other person might not catch it.
Alison: Exactly. A better way is to slow down and say it clearly, like, “You can reach me at five-five-five, nine-eight-seven, one-two-three-four.”
Will: Good tip. Another mistake is using overly casual language in formal settings.
Alison: Yes! For example, saying, “Hey, what’s up?” instead of, “How can I help you?” can come across as unprofessional.
Will: In the UK, we might say, “What can I do for you?” which is polite but slightly less formal than “How may I assist you?”
Alison: I’ve also noticed that some people struggle with knowing how to politely say no.
Will: That’s true. For instance, if you can’t help someone, it’s better to say, “I’m sorry, I don’t have that information right now,” rather than just, “I don’t know.”
Alison: Exactly. Adding phrases like “I’m sorry” or “Let me check” softens the message.
Will: Another common error is forgetting to confirm the details.
Alison: Yes, like when someone gives you a phone number or schedule, and you don’t repeat it back to make sure it’s correct.
Will: In British English, we often say, “Let me just confirm that,” before repeating the details. It’s a polite way to double-check.
Alison: And let’s not forget pronunciation issues. Mispronouncing a key word can lead to confusion.
Will: Absolutely. For example, I’ve heard people mix up “address” as a noun and “address” as a verb during calls.
Alison: That’s a tricky one. Or mispronouncing numbers like thirteen and thirty—those can cause a lot of misunderstandings.
Will: Another mistake is not using polite phrases to keep the conversation flowing.
Alison: Yes, like forgetting to say, “Could you hold on for a moment?” when you need time to find information.
Will: In the UK, we might say, “Would you mind holding for a moment?” It sounds slightly more formal.
Alison: Here’s another one: forgetting to follow up after a call.
Will: Oh, yes. If you promised to send an email or confirm details, it’s important to do it promptly.
Alison: Otherwise, it can come across as unprofessional or even rude.
Will: What about you, Alison? Have you ever made one of these mistakes?
Alison: Oh, plenty! I remember once saying, “Hold on,” in a very abrupt tone because I was in a rush. The person thought I was annoyed!
Will: I’ve done that too. In my case, I forgot to confirm a meeting time, and it caused a lot of confusion later.
Alison: These mistakes are common, but the good news is that they’re easy to fix with practice.
Will: Absolutely. And it’s always a good idea to listen to how native speakers handle phone calls.
Alison: Yes, and don’t be afraid to take your time. It’s better to speak slowly and clearly than to rush and make mistakes.
Will: Also, learning a few key phrases can really boost your confidence.
Alison: Totally agree. Alright, I think we’ve covered enough mistakes for now.
Will: Let’s move on to share some practical tips for handling phone calls in English.
Alison: Now that we’ve talked about common mistakes, let’s share some practical tips to help our listeners handle phone calls in English more effectively.
Will: Great idea. Tip number one: Always prepare before making a call.
Alison: Yes, especially for business calls. Write down the key points you want to cover or the questions you need to ask.
Will: In British offices, we often create a short checklist. For example, “Confirm delivery date, discuss pricing, and ask about next steps.”
Alison: That’s a good habit. It helps you stay focused and ensures you don’t forget anything important.
Will: Tip two: Practice polite opening phrases.
Alison: Absolutely. For example, start with, “Good morning, this is Alison from Bright Solutions. How can I assist you today?”
Will: Or in British English, “Good morning, Will speaking. How may I help you?” Polite openings set the right tone for the call.
Alison: Tip three: Speak clearly and at a steady pace.
Will: Yes, and don’t be afraid to pause if you need to gather your thoughts. Silence is better than rushing and stumbling over your words.
Alison: That’s true. If you need more time, you can say, “Just a moment while I check on that for you.”
Will: Or, “Let me take a moment to review this.” It’s polite and gives you time to think.
Alison: Tip four: Learn some useful phrases for handling tricky situations.
Will: Like when someone asks you something you don’t know. You can say, “I’m not sure, but let me find out and get back to you.”
Alison: Another one is, “I’m sorry, but I don’t have that information right now. Can I follow up with you later?”
Will: Good examples. And if you need to transfer a call, you can say, “Please hold while I connect you to the right person.”
Alison: Yes, and in British English, you might hear, “Let me just put you through to the correct department.”
Will: Tip five: Always confirm the key details before ending the call.
Alison: That’s so important. For example, if someone gives you a phone number, repeat it back: “Just to confirm, your number is 555-987-1234, correct?”
Will: Or if you’re scheduling a meeting, say, “So, we’re set for Monday at 10 AM, right?”
Alison: It avoids misunderstandings and shows you’re paying attention.
Will: Tip six: Practice active listening.
Alison: Yes, that means really focusing on what the other person is saying and responding appropriately.
Will: For instance, if they mention a concern, acknowledge it with phrases like, “I understand your concern,” or “Let me look into that for you.”
Alison: Tip seven: End the call on a positive note.
Will: Right. Say something like, “Thank you for your time. Have a great day!”
Alison: Or, “I appreciate your help. I’ll follow up with you soon.” Ending politely leaves a good impression.
Will: Here’s a bonus tip: Record yourself practicing phone calls.
Alison: That’s a great idea. Listening to your own voice can help you spot areas for improvement, like pronunciation or tone.
Will: And if you can, practice with a friend or colleague. Role-playing different scenarios is a great way to build confidence.
Alison: Totally agree. Another helpful tip is to keep a list of common phrases near your phone.
Will: Yes, especially if you’re still learning English. It’s like having a safety net in case you get stuck.
Alison: For example, you could write down phrases like, “Could you repeat that, please?” or “I didn’t catch that. Could you say it again?”
Will: That’s a good one. And don’t forget to smile while you’re on the phone.
Alison: Oh, yes! Smiling actually makes your voice sound friendlier. Even though the other person can’t see you, they can hear the difference.
Will: These are all great tips. I think if our listeners practice even a few of these, they’ll feel much more confident.
Alison: Absolutely. The key is to keep practicing and not be afraid to make mistakes.
Will: That’s right. So, let’s move on to a fun part—cultural differences and misunderstandings in phone calls!
Alison: Now, let’s have some fun and talk about cultural differences and funny misunderstandings in phone calls.
Will: Great idea. One thing I’ve noticed is how Americans and Brits say goodbye on the phone.
Alison: Oh, yes. In the US, it’s usually something simple like, “Bye,” or, “Talk to you later.”
Will: In the UK, we tend to go on a bit longer. It’s not unusual to say, “Alright, then. Bye now. Take care. Cheers!”
Alison: That’s so true! When I first spoke to a British colleague, I thought they were never going to hang up!
Will: We do like to be thorough. But I’ve also noticed Americans tend to confirm things a lot more during calls.
Alison: Like saying, “Okay, so we’re on the same page,” or, “Just to confirm, you said Thursday at 3 PM?”
Will: Exactly. In the UK, we might just say, “Right, got it,” and leave it at that.
Alison: That can definitely lead to confusion if the details aren’t clear.
Will: Speaking of confusion, do you remember when I told you about the time I ordered “chips” over the phone in the US?
Alison: Oh, yes! You wanted French fries, but you got a bag of potato chips instead.
Will: Exactly. It was a lunch order gone wrong! That’s when I learned to always specify “fries” in America.
Alison: And in the UK, I had the opposite problem. I ordered “fries” and got blank stares until I said “chips.”
Will: It’s these little differences that can trip you up, even with something as simple as food.
Alison: Another example is how we give phone numbers. In the US, we usually group them, like “555-123-4567.”
Will: In the UK, we say each digit individually or in small groups, like “Oh-one-two-three, four-five-six, seven-eight-nine.”
Alison: That can definitely cause confusion if you’re not used to the other style.
Will: Another cultural quirk I’ve noticed is voicemail greetings.
Alison: Oh, those can be really different! In the US, people often say something like, “Hi, this is Alison. I’m not available right now. Please leave a message.”
Will: In the UK, it’s often shorter, like, “Hi, this is Will. Leave a message, please.”
Alison: I’ve also heard some British voicemail greetings that sound almost apologetic, like, “Sorry I can’t take your call right now.”
Will: Yes, we do like to apologize, don’t we? Speaking of which, I once had an American colleague laugh because I apologized at the end of a call for no reason.
Alison: What did you say?
Will: I think it was something like, “Sorry, that’s all for now. Speak soon.”
Alison: That’s so British! In the US, we usually just wrap up with, “Okay, great, thanks!”
Will: I’ve also noticed a big difference in how we handle silences during calls.
Alison: Yes! In the US, people often feel the need to fill every silence with small talk.
Will: In the UK, a bit of silence is perfectly normal. It doesn’t mean the conversation is awkward.
Alison: That’s good to know, especially for people learning English. Silences can feel intimidating if you’re not used to them.
Will: True. But small talk can be tricky too, especially when cultural references come into play.
Alison: Like when you mentioned “football” on a call, and I thought you were talking about American football instead of soccer?
Will: Exactly! And when you asked me about the “Super Bowl,” I thought it was a fancy dish, not a sports event.
Alison: It just goes to show how context is so important in conversations.
Will: Absolutely. And these little misunderstandings can actually make phone calls memorable and fun, if you have a sense of humor about them.
Alison: Totally agree. It’s all part of the learning process, especially when you’re dealing with different cultures.
Will: So, for our listeners, if you ever feel confused during a call, don’t panic. Just ask politely for clarification.
Alison: Yes, something simple like, “I’m sorry, could you explain that again?” can really help.
Will: And don’t be afraid to laugh at yourself. Mistakes are a natural part of learning.
Alison: That’s great advice. Alright, let’s move on to wrap things up with a quick summary and an invitation for our listeners to join the conversation.
Alison: Alright, let’s wrap up today’s episode with a quick summary of what we’ve covered.
Will: Sure. We started by discussing two common phone call scenarios—leaving a message and discussing a project.
Alison: Yes, and we highlighted key phrases like, “Can I leave a message?” and, “Should we schedule a follow-up call?”
Will: Then we talked about the differences between American and British English in phone etiquette.
Alison: That was fun! Phrases like, “I’m afraid he’s not in,” or, “Let me put you through,” really show how culture influences language.
Will: Exactly. After that, we explored other common phone situations, like handling complaints and making emergency calls.
Alison: And we discussed the differences between answering calls at home versus in an office setting.
Will: Right. Professional calls tend to follow more formal patterns, while personal calls are usually casual.
Alison: Then we moved on to common mistakes people make during phone calls.
Will: Like speaking too quickly, forgetting to confirm details, or using overly casual language in formal situations.
Alison: And we shared tips to avoid those mistakes, like preparing ahead, practicing polite phrases, and speaking clearly.
Will: We also talked about ending calls on a positive note, which leaves a great impression.
Alison: Finally, we shared some funny cultural differences and misunderstandings that can happen on the phone.
Will: Like how Brits love to say “cheers,” while Americans prefer “thanks” or “bye.”
Alison: Or how “chips” and “fries” can cause unexpected lunch orders!
Will: Exactly. But the key takeaway is that phone calls are an essential skill, and with practice, anyone can improve.
Alison: That’s right. And we’d love to hear from our listeners—what are your experiences with phone calls in English?
Will: Yes, have you ever had a funny or confusing phone conversation because of cultural or language differences?
Alison: Or maybe you’ve struggled with certain phrases or situations. Let us know in the comments below.
Will: And if you have any questions or topics you’d like us to cover in future episodes, feel free to share them as well.
Alison: Also, don’t forget to subscribe to our channel if you haven’t already.
Will: Yes, subscribing is the best way to make sure you never miss an episode.
Alison: And remember, if you need subtitles, you can turn on the CC option for multi-language support.
Will: That’s a great way to follow along and improve both your listening and speaking skills.
Alison: Alright, that’s all for today. Thank you so much for joining us!
Will: Yes, we really appreciate your time, and we hope you found today’s episode helpful and fun.
Alison: We’ll see you next time on Effortless English Podcasts.
Will: Take care, everyone, and cheers!
Alison: Bye, everyone!
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