Starting and Ending Calls

Warm-up: Let's Chat About Phone Calls

2 warm-up questions

• Do you make many phone calls at work, or do you prefer email and messaging? Have you ever felt nervous making a call in English?
• First try: I'm a client, and you're calling me about a project. Ring ring — I've just answered. Open the call, 30 seconds, go.

Reading: The first fifteen seconds

Read a 142-word text about The first fifteen seconds

The first fifteen seconds When your phone call starts, the person on the other end can't see you. In the first fifteen seconds they're answering three silent questions: Who is this? Why are they calling? Is this worth my time right now? The most common failure is starting in the middle: "Hello, yes, about the invoice..." — the listener spends the whole first minute trying to work out who you are instead of listening to you. The fix is simple: name, company, reason, time check — in that order, every time. Endings are judged too. A call that just fades out — "OK... so... yes... bye" — leaves the other person unsure what happens next. Professionals close with a summary and a next step, so both sides hang up knowing exactly who does what. That open-and-close pair is what you'll master today.

Vocabulary: Phone Call Vocabulary

6 items

Reading: Professional Phone Etiquette

Read a 151-word text about Professional Phone Etiquette

Professional Phone Etiquette Phone calls require a different set of skills than email. Your voice, tone, and word choice all matter more when there's no body language to help. Starting a Call: If you're calling: State your name and company first Say why you're calling Ask if it's a good time "Hello, this is Maria from ABC Company. I'm calling about the project proposal we discussed. Is this a good time to talk?" If you're answering: Answer promptly (within 3 rings) State your name/company Offer to help "Good morning, ABC Company, this is John speaking. How can I help you?" Ending a Call: Summarize any action items Thank them for their time Use a clear closing phrase "Great, so I'll send the proposal by Friday. Thanks for your time today, Sarah. Talk soon. Goodbye." Tips: Smile while talking—it affects your tone Speak clearly and not too fast Don't multitask—they can tell

Reading: Three model calls

Read a 218-word text about Three model calls

Three model calls Complete openings and closings you can copy tomorrow. Notice the same moves every time: name, company, reason, time check to open — summary, thanks, clear goodbye to close. Calling a client to follow up Opening: "Good morning, this is Ana Costa from Brightline Design. I'm calling about the website proposal I sent on Monday. Is this a good time to talk for five minutes?" Closing: "So, just to confirm: I'll update the homepage design and send it by Thursday, and you'll check the budget with your team. Thanks so much for your time, Mr Webb. Speak soon — goodbye." Answering for your company Opening: "Good afternoon, Brightline Design, Ana speaking. How can I help you? ... Of course — let me put you through to our accounts team. Could you hold for a moment?" Closing: "Is there anything else I can help you with today? ... Great. Thanks for calling, and have a good afternoon. Goodbye." Calling someone busy — and ending fast Opening: "Hi Marta, it's Tomas from logistics. I know you're busy, so I'll be quick — I just need one date from you for the delivery schedule." Closing: "Perfect — the 14th it is. That's everything I needed. I'll let you get back to your meeting — thanks, Marta. Bye for now."

Practice: Phone Call Phrases

Gap-fill exercise, 6 items

• Good morning, this is James ____. How can I help you?
• Could you ____ for a moment while I check that information?
• I'll ____ you through to the finance department.
• Sorry, you're ____ up. Could you repeat that?
• Let me ____ back to you once I have more information.
• I think we should ____ up. Thanks for your time.

Practice: Match Phone Situations

Matching exercise, 6 items

• You want to speak to someone specific
• You need to end the call quickly
• The connection is bad
• You need to check something
• You don't have the answer now
• You're answering your phone

Dialogue: Making a Business Call

Role-play: You're calling a potential client to follow up on a proposal. (11 lines)

• Receptionist: Good morning, Smith & Associates. How can I help you?
• You (Caller): Good morning. This is [Your name] from [Company]. Could I speak to Michael Brown, please?
• Receptionist: One moment, please. I'll put you through.
• Client: Michael Brown speaking.
• You (Caller): Hi Michael, this is [Your name] from [Company]. I'm calling to follow up on the proposal I sent last week. Is this a good time?
• Client: Sure, I have about ten minutes. I've looked through it—I have a few questions.
• You (Caller): Great, I'd be happy to answer them. What would you like to know?
• Client: [Asks questions about the proposal]
• You (Caller): [Answer the questions] Is there anything else you'd like me to clarify?
• Client: No, that's very helpful. I'll discuss it with my team and get back to you.
• You (Caller): Wonderful. I'll follow up by email with a summary. Thanks so much for your time, Michael. Have a great day.

Discussion: Your mission: open and close

3 discussion questions

• Mission: make a real call from YOUR work life — choose a person and a reason. Open in fifteen seconds (name, company, reason, time check) and close with a summary and a clear next step. Success = I know who you are and why you called before second twenty, and we both know what happens next before you hang up. (Tutor: play the other side and time the opening.)
• Second take: same call, but I answer with "I'm just walking into a meeting — you've got one minute." Keep the opening, shrink the middle, still close with a next step.
• Compare this with your first opening from the start of the lesson. Which move were you missing — the name, the reason, or the time check?