Overview
This lecture covers key phrases, etiquette, and structures for making, receiving, and managing both formal and informal phone conversations, including handling common phone issues.
Making and Taking Calls
- Making a call involves dialing a number, while taking a call is answering when the phone rings.
- Formal calls are made to bosses or colleagues; informal calls are made to friends or family.
- Begin formal calls with a greeting and self-introduction, e.g., "Hello, this is Megha from Air Voice Services."
- Begin informal calls with casual greetings, e.g., "Hi, how's it going?"
Asking for Someone and Stating Purpose
- In formal settings, ask: "May I speak to [Name] please?" or "Could I speak with [Name]?"
- In informal settings, ask: "Is [Name] around?" or "Can I talk to [Name]?"
- State the purpose formally: "I am calling to ask about your software consulting services."
- In informal calls, say: "Hey, I just wanted to ask if you're free this weekend."
Checking Availability and Leaving Messages
- Formal: "When would be a good time to call her?" or "Please let me know her best convenient time."
- Informal: "Do you know when she'll be back?"
- To leave a message formally: "Could you please take a message for her?"
- Include callback number and ask for confirmation, e.g., "Could you please repeat your number?"
- Informal: "Tell [Name] I called" or "Ask [Name] to call me back."
Receiving Calls and Identifying Callers
- Formal responses: "Good afternoon, Air Voice Services, Megha speaking. How may I help you?"
- Ask who is calling: "May I know who's calling?" or "Who am I speaking to, please?"
- If the voice is familiar, confirm: "Hello, is that [Name]?"
Asking to Wait and Managing Multiple Calls
- To ask to wait: "Could you hold on?" or "Would you mind holding?"
- Apologize for delays: "Sorry to keep you waiting."
- When receiving a second call: "I'm receiving a second call, could you hold for a second?" or "I'll call you back soon."
Conference Calls
- A conference call involves speaking with multiple people simultaneously.
- Use phrases like "Let me rope in [Name] into this call" or "I am patching you in."
- Confirm audibility: "Am I audible to both of you?"
Handling Phone Problems
- If unclear: "Hello, are you there?" or "Is my voice clear enough?"
- Low battery: "Please be quick, my battery is about to die."
- Poor connection: "Hello, your voice is breaking" or "Your voice is echoing."
- Busy line: "Looks like the line is busy, I'll call later."
- Wrong number: "Sorry, I think you have got the wrong number."
Ending a Call
- Formal: "No problem, I'll try again later," or "I will pass on the message."
- Informal: "Take care, goodbye," or "Let’s connect regularly."
- For interruptions: "I need to hang up now, let's continue the conversation tomorrow."
Key Terms & Definitions
- Formal Call — A phone conversation with a professional or official context.
- Informal Call — A casual call with friends or family.
- Conference Call — A call involving multiple participants at the same time.
- Rope in — To add someone to a call.
- Patching in — Connecting another person to an ongoing call.
- Jarring — Distorted or vibrating sound during calls.
- Ping — To call or contact, often used for messaging apps.
Action Items / Next Steps
- Practice using formal and informal phone phrases.
- Review common problem phrases and their appropriate contexts.
- Prepare to role-play phone conversations in both formal and informal settings.