Making or receiving business calls can be a very stressful activity, especially if the call is not in your native language. If you try to limit or even avoid any business phone calls because you’re too nervous or shy to speak in English, then it’s clear that you need to take some action.

You know what you would like to say to the person on the other side of the line. Still, somehow you’re afraid that articulating your ideas is challenging because you might be missing the right business expressions, or you worry that understanding the other person won’t be easy for you. However, telephoning is an essential and necessary skill, and you need to master the basics.

Wouldn’t you like to banish phone shyness once and for all? Plus, wouldn’t you want to have smooth and successful business calls showing you are a confident professional in your industry?

What if I told you there are some basic rules, Do’s and Don’ts, plus a selection of phrases and expressions that come in handy in any business call?

Taking action against your phone shyness (and all the underlying reasons you feel that way) is an essential first step. Preparation is step number two and the key to success.

Basic rules to guide your business calls in English

As a professional, especially one working in a multicultural organisation where English may be the primary language, knowing the business phone etiquette is essential. 

It helps you make an excellent first impression and takes away all the unnecessary stress about the logistics of the phone call. 

However, making successful business calls in English goes way beyond simply following business phone etiquette. 

I gathered the most important rules to help you achieve your goal by making a business phone call. Again, I have to stress the importance of preparation. 

#1 Be clear about the purpose of your call. Before picking up the phone, it is crucial to sit back and make sure you know the reason you are making the call. For example, is it to ask for something, receive feedback or discuss a new idea?

#2 Make a roadmap of the call. The better you prepare yourself before the call, the more confident you will feel. Jot down why you make the call (tip #1), what the questions you need to ask or issues you need to address are (so you don’t forget something) and what the next steps are.

#3 Research the other side. If it is the first time you make a call to that person, do a little research about them. Getting to know them a little better, based on their social media profiles or LinkedIn resume for example, helps you feel more at ease when talking. Plus, you may find common things that may break the ice or strengthen the connection 

#4 Be precise & to the point. Greetings and introductions must be short. Jump to the main message of your call right away, so that the other person feels there is indeed a reason to make this conversation. Be friendly but not chit-chatty.

#5 Ask open-ended questions. This type of questions require elaborate answers from the other side versus a simple yes or no. They invite them to make a conversation instead than an interrogation and create a more open and collaborative environment.

#6 Silence is gold. Listening is as important as talking, during a call. If you talk non stop, the other person might feel bored or disinterested or even worse, frustrated. You don’t want that. Less is more again. Be precise and let the other side speak, too.

#7 Admit it if you don’t know something. If you are asked something you have no clue how to respond to, just say it. Instead of panicking and mumbling, clearly state that you need  to look into the matter and get back to them.

BONUS TIPS: the logistics of a business phone call are also important. Select a place (your office or elsewhere) where it is quiet and private. You don’t want noise and distractions to cause you extra stress. Also, stop or turn off anything that can be a distraction for the other side. Surely, you don’t want them to hear your playing with your pen, a vibrating mobile phone or you chewing or eating something. 

Phrases & expressions to use during a business call in English

Starting a Call

When the person you are calling is someone you know well, start by saying “Hello!” Use his/her first name, give your own first name, where you are calling from and ask how the other person is:

Hello, Paul! This is James in London. How are you?

When the relationship with your business contact is more formal, then you could start like this:

Good morning, Mr Collins! This is Jame Vince calling from XYZ Company in London. How are you?

After introducing yourself and asking how the other person is, it is also important to say why you are calling.

You can say one of the following:

The reason I’m calling is…

I’m calling about…

I’m calling to…

By using these prompts, your contact will have time to focus on the subject.

Answering a call

It is important to know if the call is an international one. Then you need to answer clearly with your organization’s/company’s name and then your name. For example, you can say this:

Credit Suisse. James Vince speaking.

In case you know who is calling, then you could say:

Hi Paul! What can I do for you?

In case the caller asks, “Sorry, do you speak English?”, you can say:

Yes, I do. How may I help you?

Yes, a little-if you speak slowly (in case you worry that you may not understand the caller, and ask him/her to speak slowly)

In some cases, a caller you do not know will ask for you: “Could I speak to Mr Vince, please?” Then, what you need to say is: “Speaking”

Ending a call

1. Confirm

Summarize the key points discussed on the phone. Remember to get confirmation from the other person before ending the call.

So, I’ll find out about….and send you an e-mail by…OK? Is that right? Good. Is there anything I’ve left out?

2. Thank

Say “thank you” and show the other person that you had a successful telephone conversation.

Well, thank you very much for taking the time to discuss about… with me. I think that now we clarified any aspects in relation to/…. and we both know what the next steps are.

3. Look forward

Look forward to the next time that you will contact your business partner again. Be specific about times and dates:

I look forward to hearing from you in the first week of May, then.

4. Be positive

End on a positive note, and, if appropriate, with a personal comment:

Have a nice weekend.

Have a good time at the game tomorrow.

Give James my regards.

5. Say goodbye

Make it clear that the call is over:

Right, then! That’s all, I think. Nice talking to you. Goodbye!

DO’s & DON’Ts

Here are some extra valuable tips to keep in mind, before and during an important business phone call.

#1 Put on a smile before making or answering a phone call. Trust me, this can take away a lot of negative emotions like shyness and stress. Take a deep breath, smile and pick up the phone. It works wonders!

#2 Don’t interrupt them when they are talking. It is rude.

#3 Adjust your voice volume to the appropriate level. Don’t talk too low or they won’t hear what you are saying. But also, don’t speak very loud either. Stay focused and balanced. 

#4 Don’t use slang. There are many reasons why not to do it. It is likely the other side doesn’t know a slang term you are saying or even worse, misunderstand it. Keep it simple and clear.

#5 Hang up the phone gently. Thank the other side for their time, show appreciation and end the call gently, without banging the phone set or tapping on the “End call” button abruptly.

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I could share many more phrases and tips, but these are the handiest ones you can use in almost any business phone call. 

They help you create an open, inviting and relaxed environment in which you can communicate with the person at the other end of the line. Be it clients, your team members, colleagues, boss or important stakeholders.

Here at ProEnglish, this is my end goal. To empower non-native, highly- skilled professionals like you to claim what they deserve in their career by breaking down the language blockage in a safe, kind and trustful environment.

I am Vera Daskalaki, your mindful English coach. You, being here and reading this, really means a lot to me. Let me know if anything above hit a nerve, and feel free to send me any questions. 

If you want to talk about your personal goals with speaking English and create a customized plan, just like we did with Marta, book a free discovery call by clicking below.

It’s a free 30-min call, during which we will get to know each other and see if and how I can help you reach your career goals as a non-native English-speaking professional.