Learn best practices for having an effective and powerful telephone talk. The common phrases, best practices and common etiquette are shared to have a formal or informal communication. Learn how to have a professional telephone talk on phone in a business setup.

1. Business English
Powerful Phone Talks
by
Ash Vyas

2. Why to Learn Phone Talk In English?
•To avoid Misunderstandings
•To Improve Understandings
•To Create a Professional Impression

3. Basic Etiquettes
Always identify yourself at the beginning of all calls.
•When you begin a phone conversation with someone for the 1st time, it's
important to state your name, who you are, and the purpose for the call.
•If you already know the person, just your name and purpose will do.
•The same introduction is appropriate if you have to leave a message.
Note: If you don’t know the person you are talking to
say, My name is ….
Avoid: This is …. Or I am …

4. Basic Etiquettes
When leaving messages, speak clearly and slowly.
•Start with your introduction.
•Agenda of call.
•Next Action item for the listener
Do not allow interruptions to occur during a conversation.
•Don't talk with others while on a call. Don't make noise of
paper, pen or other things. Don't type anything until you're
taking notes.

5. Basic Etiquettes
Make notes of important points.
At end of call, make sure to confirm the things such as next action item, time of
meeting, etc. and conclude the call before hanging.

6. Basic Etiquettes
• Be sensitive to the tone of your voice
•Build the habit of always turning off your cell phone ringer when entering a
meeting, restaurant, theater, training class, or other place.
•Don't disturb someone who is on a phone until its urgent.
•Don’t correct yourself or apologize for that. (No need to say sorry for a grammar
mistake.) Let the communication go normally.
•Use Stress and Intonation correctly.

7. Note:
When you begin a call: Use Present tense
Examples:
•This is…
•I work for ….
•I am calling for ….
•I would like to talk with ….

8. Note:
When you talk about how you met or who referred you: Use Past Tense
Examples:
•... gave me your name,
•... suggested I call you.
•We met at ....

9. Professional Telephone Talk Steps:
•Begin a professional telephone call by giving your name and stating the purpose
of your call.
•Refer to a previous meeting or connection as part of the reason for your call.
•State the agenda of call in prior and ask if the next person can have a talk now.
•Restate and confirm action items.
•End a call appropriately.

10. Common Formats: Introduction
• Good morning, thank you for calling [company name]. This is [your name], how
may I help you?
•Hello, this is [your name], from [Company Name]. I'm calling to [Agenda]
•Hello, this is [your name], I’m calling with a question for you.
•Hello, this is [your name], Am I talking with [Concern Person name]?
•Hello, My name is [your name], May I talk with [Concern Person Name]?

11. Common Formats: Explaining Your Purpose
•I’m calling to ask / to find out if …
•I’m calling because …
•I was wondering if we could / if you would
•I was hoping that you/ we could…

12. Common Formats: Requests
•Could you please confirm …?
•Could you give me more information about ...?
•Do you have a minute to review …?
•Would you mind going over this with me?

13. Common Formats: Response
•Could you please confirm …? - Yes, I’d be happy to.
•Could you give me more information about ...? - Certainly, what would you like to
know?
• Do you have a minute to review …? - Of course!
•Would you mind going over this with me? - Not at all.

14. Common Formats: Repetition & Responses
•I’m sorry. I missed that. What did you just say? - No problem, I said…
•Excuse me. I didn’t catch what you said. Could you say it again please? - I’d be
happy to.
•Pardon me. I’m not sure I understand. What does that mean? - Of course, let me
explain.
•Excuse me. I don’t quite understand what you mean. Can you explain it again? -
Certainly. What I mean is …

15. Common Formats: Closing
•Thanks so much. I look forward to speaking with you again. Goodbye.
•Goodbye and thanks for all your assistance.
•I’ve enjoyed this conversation and hope we’ll talk again soon. Goodbye.
•It’s been great talking to you. Thank you. Good bye.
•Thank you for calling [company name]. Have a great day!

16. Common Issues in Telephonic Talk
People often find it difficult to understand short words, phonetic words and
numbers.
For example,
•Can / Can’t (Short Words)
•Bother / Brother (Phonetic Words)
•Teens / Tens (Number)

17. Solution
•Pay attention to Word Stress.
•Always repeat and confirm the information.
•Ask to repeat, if you couldn’t hear properly.
•Ask to spell it for you. (Would you please spell it for me?)

18. Can vs. Can’t
What do you think the biggest pronunciation difference
between these two are?

19. Can vs. Can’t
A lot of people think the difference is with the t at the end.
The difference is how the ‘a’ is pronounced.
Can – Short a
Can’t – Stressed a

20. Stress Examples:
1) I (can, can’t) speak several languages.
2) My brother (can, can’t) play the guitar.
3) He (can, can’t) fly a plane.
4) They (can, can’t) get here on time.
5) I (can, can’t) set up a meeting.

21. Teens / Tens (Number)
•Both the stress, and the sound of the T are different between Teen and Tens.
•We stress teens on the second syllable, and tens on the first.
•The t in the teen number sounds like t, but the t in the tens sounds more like d.

22. Teens / Tens (Number)

23. Example:

24. Stress Examples:
1) The club had (19 / 90) members.
2) The store sells (16 / 60) different products.
3) Sue woke up at (5:13 / 5:30) this morning.
4) Almost (14 / 40) percent of my coworkers live near the office.
5) My brother is (17 / 70) years old.
6) I spent (14 / 40) dollars on groceries.
7) He lives on (13th / 30th) street.

25. Stress Examples:
8) Last week, the temperature was about (17 / 70).
9) I spent nearly (18 / 80) dollars on this.
10) I believe that (15 / 50) people are taking the English class.
11) The average cost is (14 / 40) thousand dollars.
12) The temperature is (13 / 30) Celsius.
13) The class is in Room (114B / 140B).
14) The war in (1818 / 1880) didn’t last a long time.

26. Any Questions?
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