If you have ever asked yourself this question, then we have good news, you are not alone. Even native English speakers have a little panic when the phone rings, but why?
The simple answer is because we just don’t know what is going to happen when we connect to the call. Not knowing makes us nervous, even if we are comfortable with our English ability. So what can you do the next time the phone rings and the caller is speaking English? What if you aren’t comfortable with your English ability? Would it really be so bad if you ignore the phone and just listen to the message 20 times to try and understand what they wanted?
Well, relax, we have some tips that will make speaking on the phone as easy as talking with people face to face, maybe even easier.
The first step is to relax. Think about how uncomfortable you might feel making a call in your first language, the other speaker is probably just as nervous as you are. But whether you are making the call or answering it, you should focus on your role in this conversation. You can’t help with questions you don’t know the answers to, so think about your role and what it is you do. This will help you focus on the things you do know and the English vocabulary and phrases will come to you easier. If you really have no idea what is going on, then there is a very good chance the caller is speaking to the wrong person. That isn’t your fault.
Many call centres in the UK use friendly informal speakers to answer the phone. This is because it helps people relax and it is really difficult to be angry at someone who is being so nice. When we speak formally, whilst it may sound more professional, it can also sound more serious. So, don’t worry about being too formal, just be yourself.
When you are making a call, you have the advantage of preparing what you want to say and making notes of useful vocabulary before you dial the number. However, when you are answering the phone you don’t have this luxury. But there is something else you can do.
Take control of the conversation by asking questions. Remember that when you answer a phone call, you are in control. You should be asking simple questions like ‘What’, ‘When’ ‘Where’ and ‘How’ to clarify and understand the situation. Try not to confuse the caller with complex questions. Now is not the time for all that advanced grammar. When you have enough information, explain to the caller what happens next. For example: “Okay. I understand. I am going to pass this information onto the finance department and they will be in touch shortly. Is that alright?”
English is a lovely diverse language full of colourful accents and pronunciations, so don’t be too hard on yourself if you don’t understand all of it. Keep in mind that the person making the call is probably nervous too, so they are more likely to speak quickly and mispronounce words. If you didn’t understand anything, ask them to repeat themselves, but ask them slowly. In English we have a habit of mirroring the other speaker. So if you speak slowly, the other speaker is more likely to slow down too.
Although, be careful that you don’t ask the caller to repeat themselves too much. If they keep repeating a 5 minute explanation whilst talking at 100mph, things are going to get frustrating for everyone. Instead, test your understanding. Ask questions like, “So you would like us to send you a list of prices, is that correct?” and don’t be afraid to use your own words. If you are right, they will confirm it, but if you are wrong, they will tell you why. Questions like this help simplify and focus complex situations.
Relax, ask questions and keep it simple. Working from home is becoming more and more popular and even if you aren’t speaking on the phone in English now, you are very likely to need these skills in the near future. We do exactly the same thing in video conferences.
Most importantly, remember to take control of your English, don’t panic when you hear unfamiliar words or phrases. If you are not sure, test your understanding by using your own vocabulary and don’t be afraid to ask. With a little practice you will be a hero of the phone call in no time.
Written by Mike O’Malley for Elevator English.
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