Business Calls

Background information

A. Work in pairs. Answer these questions about the article:

1. Can making a business call be a worrying experience for you?

2. Do you think most business people prepare for an important phone call in a foreign language?

3. Is it a good idea to repeat any important information (numbers and names) back to the other person to make sure he has got it right?

4. What can you say about good telephone manners?

Business Calls

If you don’t have much experience of making phone calls in English, making a business call can be a worrying experience. If you have to call someone you already know, you may actually enjoy making the call – but remember that long-distance calls are expensive.

Or you may have to make a first-time business call to a prospective client: not easy in English! Making a phone call to a stranger can be quite stressful, especially if they speak English better than you.

Most business people, unless they feel very confident, prepare for an important phone call in a foreign language by making notes in advance. And during the call they make notes while they’re talking to help them to remember what was said.

Although it’s quick and convenient to phone someone to give them information or to ask questions, the disadvantage is that there is nothing in writing to help you to remember what was said. It’s essential to make notes and often when an agreement is reached on the phone, one of the speakers will send a fax to confirm the main points that were made.

As it’s so easy to be misunderstood when talking on the phone it’s a good idea to repeat any important information (especially numbers and names) back to the other person to make sure you’ve got it right. Always make sure you know the name of the person you’re talking to. If necessary, ask them to spell it out to you, so that you can make sure you’ve got it right – and try to use their name during the call. And make sure they know your name too.

It’s important to sound interested, helpful and alert when answering the phone. You may have to make or receive calls to or from regular customers and prospective customers, so a good telephone manner not only makes an impression in business, but it also helps to make money.