9 Essential Business English Phone Skills

Effective communication is vital to the success of any business. Good communication leads to more cohesive teams, better results, and increased customer satisfaction. Phone skills are an essential part of communication, and mastering them can help you build better relationships with your customers, collaborate effectively with your team members, and project a positive image of yourself and your company.

When you speak on the phone, you have only a few seconds to make a good impression. Your tone of voice, choice of words, and overall demeanor can make or break a business deal. Unlike emails or messages, phone communication is real-time. You need to be able to think on your feet, respond quickly, and convey your message clearly and concisely. Good phone skills can help you build a rapport with your customers, understand their needs, and provide them with the best possible service. This can lead to increased customer loyalty and repeat business.

Phone communication is often necessary for team collaboration, especially in remote work environments. Good phone skills can help you communicate effectively with your team members, delegate tasks, and ensure that everyone is on the same page. Using proper phone etiquette and speaking in a clear and professional tone can help you project a positive image of yourself and your company. This can help you build trust with your customers and business partners. Phone communication can be a quick and efficient way to get things done. By using good phone skills, you can avoid misunderstandings, get your message across quickly, and save time for both you and the person on the other end of the line.

What are the 9 Essential Business English Phone Skills?

Effective phone skills are essential for making successful business calls. Here is a brief overview of the 9 essential phone skills that can help you turn every call into a closed deal:

1. Positive Tone: Use a clear and professional tone to project a positive image of yourself and your company.
2. Answering Business Calls: Use a three-part greeting to get your calls started smoothly. The three parts are buffer words, the company or department name, and your name.
3. Putting Callers on Hold: Ask for permission before putting callers on hold, and provide an estimated wait time.
4. Preparation & Research: Research the person or company you will be speaking with, write down key points you want to cover, and practice your opening statement.
5. Controlling the Conversation: Use active listening skills to control the conversation, ask questions to clarify any confusion, and avoid interrupting the person.
6. Leaving Them Satisfied: Summarize any next steps or action items, thank the person for their time, and end the call on a positive note.
7. Mastering Body Language: Use appropriate body language to convey confidence and professionalism, even though the person on the other end of the line cannot see you.
8. Adjusting Your Voice: Speak in a normal tone or a bit higher, keeping it natural, positive, and inviting. Try to pronounce words clearly and minimize your accent.
9. Follow Up: Send a follow-up email or message, confirm any next steps or action items, and thank the person again for their time.

Now, lets discuss the Business English phone skills in greater detail.

Communicating in A Positive Tone

Effective communication is essential for the success of any business, and having a positive tone is a crucial part of it. A positive tone can help build strong relationships between clients and the business, and it can also help create a positive image of yourself and your company. When you communicate over the phone, your tone of voice can convey a lot of information about your attitude, mood, and personality. Therefore, it’s important to develop a positive telephone communication tone to make a good impression on your clients and colleagues. In this article, we will explain why using a positive tone is important in a business English environment, techniques for developing a positive telephone communication tone, and proven exercises to help you develop a positive telephone communication tone. We will also provide examples of statements that are likely to be perceived as positive and contrast them with statements that are likely to be perceived as negative.Why is a Positive Tone Important in a Business English Environment?

1. Builds Trust: A positive tone can help build trust between you and your clients. When you sound positive, you convey a sense of confidence, competence, and sincerity, which can help your clients feel more comfortable and confident in your abilities.
2. Creates a Positive Image: A positive tone can help create a positive image of yourself and your company. When you sound positive, you convey a sense of professionalism, enthusiasm, and friendliness, which can help you stand out from your competitors.
3. Improves Communication: A positive tone can improve communication by making it easier for you to convey your message clearly and effectively. When you sound positive, you convey a sense of clarity, openness, and receptiveness, which can help your clients understand your message better.

Techniques for Developing a Positive Telephone Communication Tone

1. Smile: Smiling can help you sound more positive and friendly over the phone. When you smile, your tone of voice becomes warmer and more inviting, which can help put your clients at ease.
2. Speak Clearly: Speaking clearly can help you sound more confident and competent over the phone. When you speak clearly, you convey a sense of professionalism and clarity, which can help your clients understand your message better.
3. Use Positive Language: Using positive language can help you sound more positive and enthusiastic over the phone. Instead of saying “I can’t do that,” say “Let me see what I can do for you.” This simple change in language can make a big difference in how you are perceived by your clients.

Proven Exercises to Help You Develop a Positive Telephone Communication Tone

1. Record Yourself: Record yourself speaking over the phone and listen to the recording. Pay attention to your tone of voice, clarity, and language. Identify areas where you can improve and practice until you feel more confident and positive.
2. Role Play: Role play different scenarios with a colleague or friend. Practice using a positive tone of voice, clear language, and positive language. Get feedback from your partner and adjust your tone and language accordingly.

Examples of Statements that are Likely to be Perceived as Positive and NegativePositive Statements:

1. “I would be happy to help you with that.”
2. “Thank you for calling. How may I assist you today?”
3. “I appreciate your business and look forward to working with you.”

Negative Statements:

1. “I’m sorry, but I can’t do that.”
2. “I’m really busy right now. Can you call back later?”
3. “I don’t know. You’ll have to figure it out yourself.”

Remember, using a positive tone is essential for effective communication over the phone in a business English environment. A positive tone can help build trust, create a positive image, and improve communication. Techniques for developing a positive telephone communication tone include smiling, speaking clearly, and using positive language. Proven exercises to help you develop a positive telephone communication tone include recording yourself and role-playing different scenarios. By using positive statements and avoiding negative ones, you can create a positive impression on your clients and colleagues.

Answering Business English Calls

When it comes to business English telephone greetings, a three-part greeting can help get calls started smoothly. The three parts are buffer words, the company or department name, and your name. In this article, we will explain what buffer words are, why they are important, and give examples of how to use them. We will also provide an explanation for why the company department should be included in the greeting and give example sentences for how to include the company department in a business English greeting. Finally, we will provide example sentences for how to include your name when engaging in business English telephone greetings.Buffer WordsBuffer words are words that are used to soften the beginning of a conversation. They are important because they help to create a positive tone and set the stage for the conversation. Examples of buffer words include “Good morning,” “Good afternoon,” “Thank you for calling,” and “How may I assist you?” Using buffer words can help to create a positive first impression and make the caller feel welcome.Company or Department NameIncluding the company or department name in the greeting is important because it helps to establish the identity of the organization and create a sense of professionalism. It also helps to ensure that the caller has reached the correct organization. Examples of how to include the company or department name in a business English greeting include:

• “Good morning, XYZ Company. How may I assist you?”
• “Thank you for calling the ABC Department. This is Jane. How may I help you?”

Your NameIncluding your name in the greeting is important because it helps to establish a personal connection with the caller and create a sense of accountability. It also helps to ensure that the caller knows who they are speaking with. Examples of how to include your name in a business English greeting include:

• “Good morning, XYZ Company. This is John. How may I assist you?”
• “Thank you for calling the ABC Department. My name is Jane. How may I help you?”

Using a three-part business English greeting that includes buffer words, the company or department name, and your name can help get calls started smoothly. Buffer words are important because they help to create a positive tone and set the stage for the conversation. Including the company or department name in the greeting is important because it helps to establish the identity of the organization and create a sense of professionalism. Including your name in the greeting is important because it helps to establish a personal connection with the caller and create a sense of accountability. By using these techniques, you can create a positive first impression and make the caller feel welcome.

Putting Callers on Hold

Placing a person on hold in Business English can be a tricky situation, especially when the caller is irked. However, there are techniques that can be used to politely and professionally place a person on hold. In this article, we will explain techniques for how to politely place a person on hold in Business English, including an explanation of how to place customers on hold politely and professionally when the caller is irked. We will also provide example sentences along with some dos and don’ts in order to provide a seamless and professional Business English phone call experience.Techniques for How to Politely Place a Person on Hold in Business English

1. Ask for permission: Before placing a person on hold, always ask for their permission. This shows respect for the caller and helps to avoid any misunderstandings. Example: “May I place you on hold for a moment?”
2. Explain why: Always explain why you need to place the person on hold. This helps to avoid any confusion and shows that you value their time. Example: “I need to check on something, may I place you on hold for a moment?”
3. Provide an estimated time: If possible, provide an estimated time for how long the person will be on hold. This helps to manage their expectations and shows that you are aware of their time. Example: “May I place you on hold for a moment? It should only take a minute or two.”
4. Thank the person: Always thank the person for their patience and understanding. This shows that you appreciate their time and helps to create a positive impression. Example: “Thank you for your patience. I appreciate your understanding.”

Placing Customers on Hold Politely and Professionally When the Caller is Irked

1. Acknowledge their frustration: If the caller is irked, acknowledge their frustration and apologize for any inconvenience. This shows empathy and helps to defuse the situation. Example: “I’m sorry for the inconvenience. I understand that this is frustrating for you.”
2. Offer a solution: Offer a solution to the problem or provide an alternative option. This shows that you are taking their concerns seriously and are willing to help. Example: “I can place you on hold for a moment while I check on this, or I can call you back in a few minutes with an update. Which would you prefer?”
3. Keep them informed: If the person needs to be on hold for an extended period of time, keep them informed of the situation. This shows that you are aware of their time and are doing everything you can to resolve the issue. Example: “I apologize for the wait. I’m still working on this and should have an update for you in a few more minutes.”

Dos and Don’ts for Placing a Person on Hold in Business EnglishDos:

• Always ask for permission before placing a person on hold.
• Explain why you need to place the person on hold.
• Provide an estimated time for how long the person will be on hold.
• Thank the person for their patience and understanding.

Don’ts:

• Never place a person on hold without asking for their permission.
• Never leave a person on hold for an extended period of time without providing an update.
• Never ignore the person while they are on hold.
• Never be rude or dismissive to the person while they are on hold.

Placing a person on hold in Business English can be a tricky situation, but by using the techniques outlined in this article, it can be done politely and professionally. Always ask for permission, explain why you need to place the person on hold, provide an estimated time, and thank the person for their patience and understanding. If the caller is irked, acknowledge their frustration, offer a solution, and keep them informed. Remember the dos and don’ts for placing a person on hold in Business English to provide a seamless and professional phone call experience.

Preparation and Research

Preparation and research are essential when having Business English telephone conversations. Employees should prepare by reviewing the purpose of the call, the person they will be speaking with, and any relevant information related to the call. Research should be done to gather information about the person or company they will be speaking with, such as their background, interests, and needs. By preparing and researching before a call, employees can ensure that they are knowledgeable and confident, which can help to create a positive impression and lead to a successful conversation.Example of how employees should prepare and what type of research should be done before taking calls:

• Review the purpose of the call and any relevant information related to the call, such as the product or service being discussed.
• Research the person or company they will be speaking with, including their background, interests, and needs.
• Prepare a list of questions or talking points to guide the conversation.
• Practice the conversation beforehand to ensure that they are confident and prepared.

Example sentences that convey preparation and research that could be used in a business English telephone conversation:

• “Thank you for taking the time to speak with me today. I’ve done some research on your company and I’m excited to discuss how our product can meet your needs.”
• “Before we begin, I wanted to review the purpose of our call and make sure that we’re on the same page.”
• “I understand that you’re interested in our services. Before we discuss further, I wanted to ask a few questions to better understand your needs.”
• “I’ve prepared a list of questions to guide our conversation today. Is it okay if I ask them now?”

Preparation and research are essential when having Business English telephone conversations. By preparing and researching before a call, employees can ensure that they are knowledgeable and confident, which can help to create a positive impression and lead to a successful conversation. Reviewing the purpose of the call, researching the person or company they will be speaking with, preparing a list of questions or talking points, and practicing the conversation beforehand are all important steps to take to ensure a successful conversation.

Controlling the Conversation

Controlling the conversation during a professional telephone conversation can be challenging, especially for non-native English speakers. However, active listening skills can be used to control the conversation. Active listening involves paying attention to what the other person is saying, asking questions to clarify any confusion, and avoiding interrupting the person while achieving the goal of providing professional service in English. Here are some tips on how to control the conversation during a professional telephone conversation:

1. Listen actively: Pay attention to what the other person is saying. Avoid distractions and focus on the conversation. Take notes if necessary to help you remember important details.
2. Ask questions: If you are unsure about something, ask questions to clarify any confusion. This will help you to better understand the other person’s needs and goals.
3. Use open-ended questions: Use open-ended questions to encourage the other person to talk more. This will help you to gather more information and better understand their needs. Example: “Can you tell me more about what you’re looking for?”
4. Repeat back: Repeat back what the other person has said to ensure that you have understood them correctly. This will help to avoid misunderstandings and ensure that you are providing the best service possible.
5. Avoid interrupting: Avoid interrupting the person while they are speaking. Wait for them to finish before responding. This will help to create a positive impression and show that you are respectful of their time and needs.

Sample questions that will help a non-native English speaker to clarify any confusion in English:

• “Can you please repeat that?”
• “I’m sorry, I didn’t quite catch that. Could you please explain it again?”
• “Could you clarify what you mean by that?”
• “Can you give me an example of what you’re referring to?”

Controlling the conversation during a professional telephone conversation can be challenging, but by using active listening skills, non-native English speakers can successfully control the conversation. Listen actively, ask questions, use open-ended questions, repeat back, and avoid interrupting. Sample questions such as “Can you please repeat that?” and “Could you clarify what you mean by that?” can be used to clarify any confusion in English. By following these tips, non-native English speakers can provide professional service in English and create a positive impression.

Satisfying the Caller

As a non-native English speaker, providing service in an English speaking telephone call can be challenging. However, leaving callers satisfied is crucial for building a positive relationship and ensuring customer loyalty. Here are some tips on how to leave callers satisfied when providing service in an English speaking telephone call:

1. Summarize next steps or action items: Before ending the call, summarize any next steps or action items that were discussed during the conversation. This will help to ensure that both parties are on the same page and that there are no misunderstandings. Example: “So, just to summarize, we will send you an email with the details and you can confirm the appointment time with us.”
2. Thank the person for their time: Thank the person for taking the time to speak with you and for their business. This will show that you appreciate their time and value their business. Example: “Thank you for calling us today. We appreciate your business and look forward to working with you.”
3. End the call on a positive note: End the call on a positive note by wishing the person a good day or thanking them again for their business. This will leave a positive impression and show that you are professional and courteous. Example: “Thank you again for calling us today. Have a great day!”

To determine if a professional phone call has ended on a positive note in English, consider the following:

• Did you summarize any next steps or action items?
• Did you thank the person for their time and business?
• Did you end the call on a positive note?

If you answered yes to these questions, then the call likely ended on a positive note.Here are some example sentences that can be used to leave callers satisfied:

• “Thank you for calling us today. We appreciate your business and look forward to working with you.”
• “So, just to summarize, we will send you an email with the details and you can confirm the appointment time with us.”
• “Thank you again for calling us today. Have a great day!”

The psychology behind these sentences is that they show appreciation, provide clarity, and leave a positive impression. By summarizing next steps or action items, thanking the person for their time, and ending the call on a positive note, non-native English speakers can provide professional service in English and create a positive impression. 

Leaving callers satisfied during a professional telephone conversation is essential for building a positive relationship and ensuring customer loyalty. Summarize next steps or action items, thank the person for their time, and end the call on a positive note. By following these tips and using example sentences, non-native English speakers can provide professional service in English and create a positive impression.

Mastering Body Language

Body language and posture are crucial elements of effective communication during a business English telephone conversation. Nonverbalcues such as facial expressions, gestures, and posture can convey meaning and sincerity, and help to build trust and connections with others. Here are some tips on how to use body language and posture to improve your professional phone conversations:

1. Maintain good eye contact: Eye contact is an essential part of nonverbal communication. It shows that you are engaged and interested in the conversation. When speaking on the phone, try to look straight ahead and imagine that you are making eye contact with the person on the other end of the line.
2. Maintain an upright and open posture: Sitting up straight and keeping your shoulders back can convey confidence and professionalism. An open posture, with your arms uncrossed and your hands visible, can also convey openness and honesty.
3. Use hand gestures: Hand gestures can help to emphasize your points and convey meaning. However, be careful not to overdo it, as too many gestures can be distracting.
4. Smile: Even though the person on the other end of the line cannot see you, smiling can help to convey positivity and friendliness. Smiling can also help to put you in a positive frame of mind and improve your tone of voice.

Case Studies

Professional case studies support the idea of using body language and physical posture to improve your professional phone conversations. For example, a study conducted by the University of Southern California found that people who used more hand gestures during a phone conversation were perceived as more persuasive and effective communicators.For non-native English speakers, maximizing the effectiveness of their body gestures to convey meaning and sincerity during business English conversations can be challenging. Here are some tips:

1. Practice in front of a mirror: Practicing your body language and posture in front of a mirror can help you to become more aware of your nonverbal cues and how they are perceived by others.
2. Watch videos of native English speakers: Watching videos of native English speakers can help you to observe their body language and posture and learn how to use nonverbal cues effectively.
3. Get feedback from others: Ask a friend or colleague to give you feedback on your body language and posture during a practice conversation. This can help you to identify areas for improvement and make adjustments.

Body language and posture are important elements of effective communication during a business English telephone conversation. Maintaining good eye contact, an upright and open posture, using hand gestures, and smiling can help to convey positivity, confidence, and professionalism. Non-native English speakers can maximize the effectiveness of their body gestures by practicing in front of a mirror, watching videos of native English speakers, and getting feedback from others. By using these tips, non-native English speakers can improve their professional phone conversations and build stronger connections with their clients and colleagues.

Adjusting Your Voice

Adjusting your voice is a crucial element of effective communication during a professional telephone conversation. Speaking in a normal tone while providing an uplifting experience for the caller can help to convey positivity, confidence, and professionalism. Here are some techniques for how to adjust your voice to enhance a professional telephone conversation:

1. Speak in a normal tone: Speaking in a normal tone can help to convey sincerity and authenticity. Avoid speaking too loudly or too softly, as this can be distracting or difficult for the caller to hear.
2. Use a friendly tone: Using a friendly tone can help to put the caller at ease and create a positive impression. Try to sound warm and welcoming, as if you are speaking to a friend.
3. Use a positive and inviting tone: Using a positive and inviting tone can help to convey enthusiasm and interest in the conversation. This can help to build rapport and create a positive connection with the caller.

Example sentences that incorporate these techniques include:

• “Hello, thank you for calling. How can I assist you today?”
• “I’m happy to help you with that. Let me see what I can do.”
• “Thank you for your patience. I appreciate your business.”

For non-native English speakers, pronouncing words clearly and minimizing their accent in a business English conversation can be challenging. Here is a method that non-native English speakers can use to improve their pronunciation:

1. Listen to native English speakers: Listening to native English speakers can help non-native speakers to become more familiar with the sounds and rhythms of the English language.
2. Practice speaking slowly: Speaking slowly can help non-native speakers to pronounce words more clearly and accurately. It can also help to reduce the impact of their accent.
3. Focus on specific sounds: Focusing on specific sounds that are difficult to pronounce can help non-native speakers to improve their pronunciation. For example, practicing the “th” sound or the “r” sound can help to improve clarity.

Adjusting your voice is an important element of effective communication during a professional telephone conversation. Speaking in a normal tone, using a friendly and positive tone, and using example sentences can help to convey sincerity, authenticity, and professionalism. Non-native English speakers can improve their pronunciation by listening to native English speakers, practicing speaking slowly, and focusing on specific sounds. By using these techniques, non-native English speakers can improve their professional telephone conversations and build stronger connections with their clients and colleagues.

Follow-up

Sending a follow-up email or message in an English work environment is an important element of effective communication. Non-native English speakers may find it challenging to write a professional email that conveys their message clearly and politely. Here are some instructions and sample sentences for how a non-native English speaker should send a follow-up email or message in an English work environment:

1. Use a clear subject line: A clear subject line can help the recipient to understand the purpose of the email and prioritize it accordingly. Example: “Follow-up on our meeting yesterday.”
2. Start with a greeting: Starting with a greeting can help to set a positive tone for the email. Use “Dear” followed by the recipient’s name if the relationship is formal, or “Hi” if the relationship is more casual. Example: “Dear Mr. Smith,” or “Hi John,”
3. Confirm any next steps or action items: Confirming any next steps or action items that were discussed during the meeting can help to ensure that both parties are on the same page. Example: “As we discussed, I will send you the proposal by the end of the week.”
4. Thank the person again for their time: Thanking the person again for their time can help to show appreciation and build a positive relationship. Example: “Thank you again for taking the time to meet with me yesterday. I appreciate your insights and look forward to working with you.”

Example sentences that incorporate these instructions include:

• Subject line: Follow-up on our meeting yesterday
• Dear Mr. Smith,
• As we discussed, I will send you the proposal by the end of the week. Thank you again for taking the time to meet with me yesterday. I appreciate your insights and look forward to working with you.
• Best regards,
• John

Non-native English speakers can also use the following method to pronounce words clearly and minimize their accent in a business English conversation:

1. Record yourself speaking: Recording yourself speaking can help you to identify areas where you need to improve your pronunciation.
2. Listen to native English speakers: Listening to native English speakers can help you to become more familiar with the sounds and rhythms of the English language.
3. Practice speaking slowly: Speaking slowly can help you to pronounce words more clearly and accurately. It can also help to reduce the impact of your accent.

Sending a follow-up email or message in an English work environment is an important element of effective communication. Non-native English speakers can use clear subject lines, greetings, confirm any next steps or action items, and thank the person again for their time to write a professional email. They can also use the method of recording themselves speaking, listening to native English speakers, and practicing speaking slowly to improve their pronunciation. By using these instructions and methods, non-native English speakers can improve their professional communication skills and build stronger connections with their clients and colleagues.

Conclusion

Effective communication is a crucial element of success in today’s business world. Mastering phone skills is one of the essential communication skills that can help non-native English speakers communicate effectively with their customers, business partners, and team members. Here are some reasons why mastering phone skills is important and how it can help non-native English speakers succeed in today’s business world:

1. Build better relationships: Effective phone skills can help non-native English speakers build better relationships with their customers, business partners, and team members. By communicating clearly and politely, non-native English speakers can create a positive impression and build trust.
2. Project a positive image: Good phone skills can help non-native English speakers project a positive image of themselves and their company. By speaking in a clear and confident tone, non-native English speakers can convey professionalism and competence.
3. Improve teamwork: Effective phone skills can help non-native English speakers work better with their team members. By communicating clearly and respectfully, non-native English speakers can avoid misunderstandings and build stronger relationships with their colleagues.
4. Enhance customer service: Good phone skills can help non-native English speakers provide better customer service. By listening carefully and responding appropriately, non-native English speakers can address their customers’ needs and concerns effectively.

To master phone skills, non-native English speakers can follow these tips:

1. Speak clearly and slowly: Speaking clearly and slowly can help non-native English speakers to be understood more easily. It can also help to reduce the impact of their accent.
2. Use a friendly and positive tone: Using a friendly and positive tone can help non-native English speakers to build rapport and create a positive connection with the person on the other end of the line.
3. Listen actively: Listening actively can help non-native English speakers to understand the other person’s needs and concerns. It can also help to avoid misunderstandings and build stronger relationships.

Mastering phone skills is an essential element of effective communication in today’s business world. Non-native English speakers can benefit from mastering phone skills by building better relationships, projecting a positive image, improving teamwork, and enhancing customer service. By speaking clearly and slowly, using a friendly and positive tone, and listening actively, non-native English speakers can improve their phone skills and succeed in their professional lives.