6.4 WORKING ESSENTIALS HOW TO ANSWER A PHONE CALL is the process of expressing ideas and transmitting information verbally. Phone calls are the most widely used form of internal and external communication in business*. It is important to remember that our voices make an impression on the person we are talking to, therefore we should try to sound smiling and professional. Oral communication How to make a business call Introduce yourself (name, company and role in the company). Make sure the listener is available to talk and, if not, an appointment. schedule the purpose of your call and deliver the message in a clear way. State Make sure the person has understood the message and summarise the main points of the conversation. End the call by thanking the listener and wishing them a good day. How to receive a business call Introduce yourself (name, company and role in the company). Be polite and ask the caller what you can do for them. Connect the caller to the person they want to speak to or ask them if they want to leave a message. Answering a call (Company name), (Name) speaking. (How) can I help you? Asking for more information Excuse me/I’m sorry, who is calling/speaking? Where are you calling from? Are you sure you have the right number? Asking the speaker to wait Just a moment, please. Could you wait a moment, please? Could you hold for a moment / hold the line, please? Could I put you on hold for a moment? Connecting someone Thank you for holding. The line is free. I’ll put you through now. / I’ll connect you now. Talking about a wrong number I’m afraid we don’t have (Name) here. / I’m sorry there is nobody by that name. I’m sorry/afraid you’ve dialled the wrong number. / I think you’ve got the wrong number. Replying when someone is not available I’m afraid (Name) is not available at the moment / is in a meeting at the moment / is not in today / is busy at the moment. Taking a message Would you like to leave a message? / Could I take a message? Would you like him/her to call you back? Could you give me your name and number, please? Checking information Could you spell that for me, please? / Can I just check that again, please?