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Telephone communication

Speaking on the phone is one of the most common types of communication but it’s difficult to do well because we can’t see the speaker. Even experienced non-native speakers often require extra help with the specific language of telephone English and with building confidence on the phone.

Our telephone training provides plenty of role-play activities and listening practice for all levels – from taking and leaving messages or making arrangements, to dealing with complaints and taking part in conference calls. In this module we deal with the key language and techniques for making phone calls for everyday life and business, including how to:

  • Identify yourself and get through with the minimum of fuss
  • Deal with communication problems effectively
  • Spell and give figures over the phone confidently
  • Develop active listening strategies
  • Ask for repetition and clarification
  • Leave and take messages, say times and dates
  • Make appointments and confirm arrangements
  • Complain, apologise and solve problems
  • Book hotels, restaurants and transport
  • Leave voicemail messages
  • Take part in a conference call and make your point clearly
  • Develop a formal and informal telephone manner and make smalltalk
  • End the call

Please also refer to our 'General information' page


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