1. Phone conversation in English

Talking on the phone in foreing language can be intimidating. When you can’t see the other person’s face or body language, you need to rely on words to understand what they are talking about. Things get harder when there is background noise, poor connections, or when the other person speaks fast. However, there are things you can do on your side to make the conversation smoother. In this lesson, I’ll teach you formal and informal phrases used in phone conversation.

2. Basic telephone vocabulary

Before we look at conversations, let’s learn some useful words that you might hear and use during phone calls.

landline

A traditional phone connected by a wire, usually in a home or office.

We still have a landline at home for emergencies.

mobile phone

A portable phone you carry with you. It is also called a cell phone in American English.

I forgot my mobile phone at the beach.

to dial

To enter a phone number.

Please dial the number again; it didn’t go through.

to ring

When the phone makes a sound because someone is calling.

I felt embarassed when my phone was ringing during the mass.

to pick up / to answer

To respond to a call by lifting the phone or pressing a button.

I was driving so I couldn’t answer your call. I’m sorry about that.

to hang up

To end a phone call.

You know what? I phoned my ex-girlfriend today. She hung me up as soon as she realised that it was me calling her.

voicemail

A recorded message you leave when someone doesn’t answer your phone call.

I phoned Jack today, but he didn’t pick up his phone. I think he might have been in a meeting when I called, but I left him a voicemail.

to call back / To return a call

To phone someone who called you earlier.

Sorry, I’m in a meeting right now. I’ll call you back in five minutes.

to put someone on hold

To ask a caller to wait while you do something else.

Somebody is knocking at my door. I have to put you on hold for a second, okay?

busy signal

A beeping sound that tells you the other person is already on another call.

I tried to call several times, but I kept getting a busy signal.

to transfer a call

To connect a caller to another person or department.

Let me transfer your call to our customer service.

extension

A specific number within a company that connects to a particular person or department.

Please dial extension 204 to reach the HR office.

3. Informal phone conversations

You can use the phrases below when you call your friends, family, or colleagues that you know well. You don’t need to introduce yourself formally because the other person knows who you are. The conversation can move quickly from greetings to the reason for the call.

3.1 Answering an informal call

When you answer a call from someone you know, keep it simple.

If you don’t recognise the number, you might say:

3.2 Starting an informal call

When you’re the one calling a friend, you can use the informal greetings below.

3.3 Asking to speak to someone

If someone else answers and you want to talk to another person, you can ask for the other person as follow:

3.4 Sample informal phone conversation

Here’s what an informal call between friends might sound like:

Alex: Hello?

Ben: Hey Alex, it’s Ben. How’s it going?

Alex: Pretty good, thanks. What’s up?

Ben: Not much. I was just wondering if you’re free this Saturday. We’re going to that new pizza place.

Alex: Sounds great! What time?

Ben: Around 7. I’ll text you the address.

Alex: Cool. See you then!

Ben: Catch you later!

What have you noticed? Well, the conversation is short and direct, isn’t it? There’s no formal introduction, and both speakers use contractions like it’s, I’ll, and you’re.

3.5 Ending informal calls

To end an informal phone conversation, use friendly phrases like:

4. Formal phone conversations

Formal phone calls require more polite language and a clearer structure. You’ll use these when calling businesses, speaking with clients, contacting government offices, or talking to people you don’t know well. You introduce yourself clearly, you use modal verbs like could, may, and would, and you avoid using slang words.

4.1 Answering a formal call

If you’re answering calls at work, state the company name and your name. Then offer help.

"How may I direct your call?" is a polite, professional question used by receptionists or call agents to understand where to transfer the caller. It is equivalent to:

  • Who would you like to speak to?
  • Which department or person should I connect you with?

4.2 Introducing yourself on a formal call

When you’re the caller, introduce yourself clearly and explain why you’re calling.

Use phrases like I’m calling about or I’m calling regarding to state the purpose of your call. You can learn more about for additional phrases.

4.3 Asking to speak to someone

In formal situations, use polite requests with modal verbs.

4.4 Putting someone on hold

If you need to transfer a call or check something, ask the caller to wait politely.

4.5 When the person is not available

Sometimes the person you want to speak with isn’t available. Here’s how to handle that situation.

4.6 Taking and leaving messages

If you need to take a message for someone:

If you want to leave a message:

4.7 Sample formal phone conversation

Here’s an example of a formal business call:

Receptionist: Good morning, Greenfield Solutions. This is Helen speaking. How can I help you?

Caller: Hello, this is Robert Chen from Bright Marketing. May I speak with Ms Patterson, please?

Receptionist: Certainly. May I ask what this is about?

Caller: I’m calling about the proposal she sent last week.

Receptionist: One moment, please. I’ll see if she’s available.

Receptionist: I’m afraid Ms Patterson is in a meeting right now. Would you like to leave a message?

Caller: Yes, please. Could you ask her to call me back when she’s free? My number is 020 7946 0958.

Receptionist: Of course. I’ll pass on the message. Is there anything else I can help you with?

Caller: No, that’s all. Thank you for your help.

Receptionist: You’re welcome. Have a nice day.

Caller: You too. Goodbye.

4.8 Ending formal calls

Conclude formal calls politely with phrases like:

5. Dealing with problems during phone calls

Phone connections aren’t always perfect. You might struggle to hear the other person, or they might speak too fast. Here are phrases to help you manage these situations.

5.1 Asking someone to repeat something

Don’t just say What? Instead, use polite phrases.

5.2 Asking someone to slow down

5.3 Asking someone to speak louder

5.4 What to say when there’s a bad connection?

5.5 Confirming information

When you need to check details like names, numbers, or addresses, confirm them to avoid mistakes. If you’re learning how to ask for clarification, this skill is essential.

5.6 Spelling words over the phone

Some letters sound similar, like B and D, or M and N. To avoid confusion, use phrases like:

6. Leaving a voicemail message

When no one answers, you might need to leave a voicemail. Keep it short and clear. Include your name, phone number, the reason for your call, and a good time to reach you.

6.1 Formal voicemail

Message: Hello, this is Sarah Thompson from Henderson Law Firm. I’m calling for Mr Peters regarding the documents he requested. Could you please call me back at 020 7123 4567? I’m available until 5 pm today. Thank you.

6.2 Informal voicemail

Message: Hey Tom, it’s Jack. Just calling to see if you want to play football on Sunday. Give me a ring when you get this. Cheers!

7. Phone etiquette tips

Good phone manners make a positive impression. Here are some tips to keep in mind.

8. Quick reference

Here’s a summary of useful phrases organised by situation.

Informal Formal
Answering the phone
Hello? Good morning/afternoon, [company name]. How can I help you?
Hey! Thank you for calling [company]. [Name] speaking.
What’s up? Hello, this is [name]. How may I assist you?
Asking to speak to someone
Is John there? May I speak with Mr Smith, please?
Can I talk to Sarah? Could I speak to someone in the sales department, please?
Is your dad around? I’d like to speak with the manager, please.
Ending a call
See you! Thank you for your time.
Catch you later! I appreciate your help.
Talk to you soon! Have a nice day. Goodbye.

The best way to improve your phone conversation skills is to practise regularly. Start with simple calls, like ordering food or making appointments. Record yourself while leaving voicemail messages and listen back. The more you do it, the more natural it becomes.

If you’re nervous about making calls in English, write down key phrases before you dial. Having notes in front of you can boost your confidence. It’s perfectly fine to ask the other person to speak slowly or repeat something. Most people are happy to help you.

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