Telephone and Video Call English
No face, no body language — only words and intonation
From Sourov’s world: My first phone call in French after moving to La Réunion was about a gas bill. No face to read. No body language. No way to point at anything. Just words and intonation coming through a speaker, in a French I was still learning at C1 level. It was the hardest communication challenge I had ever faced — and I speak five languages. That call taught me something I now teach to every student: phone calls are their own skill, and they can be practised separately.
📚 Skill Focus
Professional telephone and video call English follows a clear structure. Learn these phrases and you will always know what to say at each stage:
| Stage | Useful phrases |
|---|---|
| Opening | Hello, this is [name] calling from [company]. / Good morning, [name] speaking. |
| Asking for someone | Could I speak to [name], please? / Is [name] available? |
| Giving your reason | I am calling about… / I am calling to follow up on… |
| Checking understanding | Could you repeat that, please? / I did not quite catch that. / Could you speak a little more slowly? |
| Confirming | So, just to confirm… / Let me read that back to you… |
| Leaving a message | Could you ask them to call me back? / I will try again later. |
| Closing | Thank you for your help. / I will let you go. / Goodbye. |
💡 How It Works
Phone calls are harder than face-to-face conversations for three reasons: no visual cues, audio quality varies, and you cannot slow down without asking. This is why phone English requires more explicit signposting than normal speech.
Say your name slowly and clearly: On the phone, names are the hardest thing to catch. “This is Sourov” — pause — “S-O-U-R-O-V.” Never assume they heard it.
Confirm everything important: Numbers, dates, names — always read them back. “So that is the 14th of June, reference number 4-7-2-9, is that correct?”
For video calls: Add phrases like “I am not sure you can hear me — can everyone hear me OK?” / “I think you might be on mute.” / “Sorry, you cut out for a second — could you say that again?”
✏️ Quick Check
These lines from a phone conversation are in the wrong order. Put them in the correct sequence (1–8).
A. “Of course. It’s the 17th of October at 2 pm.”
B. “Thank you so much. Goodbye.”
C. “Hello, this is Maria calling from Dental Associates.”
D. “Certainly, just one moment.”
E. “I am calling to confirm an appointment for Mr Johnson.”
F. “Could I speak to the appointments team, please?”
G. “So just to confirm — the 17th of October at 2 pm. Perfect.”
H. “Appointments team, Sophie speaking. How can I help?”
Show answers ▼
Correct order: C → F → D → H → E → A → G → B
C: Opens the call, states her name and organisation.
F: Asks for the right department.
D: Receptionist says they will transfer.
H: The appointments team answers.
E: Maria states her reason for calling.
A: The team member confirms the details.
G: Maria reads back the information to confirm.
B: Maria closes the call politely.
🗣️ Try It Yourself
With a language partner, role-play this scenario: Student A calls a hotel to book a room for two nights, asks about breakfast, and confirms the total price. Student B is the hotel receptionist. Each call should last 2–3 minutes. Then swap roles with a different hotel scenario. After each call, discuss: What was easy? What did you need to ask to repeat? This kind of deliberate practice is the fastest way to build phone confidence.
Independent project; not affiliated with, endorsed by, or accredited by Cambridge University Press & Assessment. Confers no qualification.