HI!

HOW ARE YOU

DOING?

MEETING 6:
MAKE A

PHONE CALL
Today’s Agenda
• Basic rules and concepts
• Listening
• Practices
• Role play
 When do you
need to make a
phone call?
We will divide
making a phone
call into four
steps
1.Before a phone call
2.Beginning the call
3.During the call
4.Ending the call politely and
positively

Match the concepts on the right
to the correct step.
1.Before a phone call
2.Beginning the call
3.During the call
• Prepare well before you call.
• Plan what you want to say. 
• Greet and identify yourself clearly.
• Ask for connection
• Prepare answers to possible questions. 
• Create a positive atmosphere.
• Communicate your objective clearly.
• Listen- make sure you understand.
• Send an e-mail before the phone call, if
necessary. 
• Have all information available.
• Check- make sure the other person
understands you. 
• After connection, greet the person.
• Small talk (optional)
• Give a reason for the call.

Match the concepts on the right
to the correct step.
1.Before a phone call
2.Beginning the call
3.During the call
• Prepare well before you call. 1
• Plan what you want to say.  1
• Greet and identify yourself clearly. 2
• Ask for connection 2
• Prepare answers to possible questions. 1 
• Create a positive atmosphere. 3
• Communicate your objective clearly. 3
• Listen- make sure you understand. 3
• Send an e-mail before the phone call, if
necessary.  1
• Have all information available. 1
• Check- make sure the other person understands
you.  3
• After connection, greet the person. 2
• Small talk (optional) 2
• Give a reason for the call. 2
 Find the similar expression on the
left to the ones of the right

• Can I take a message from you? 

Can I repeat your message? 
• I’m sorry he is not available now. 
May I speak to Lisa Black?
• The purpose of this call is to change a
I’m calling to change our appointment.
prior  appointment.
Would you like to leave a message?
• May I confirm what you just said? 
I’m afraid he is not in at the moment. 
• Could you please transfer me to Lisa

Black?
1.

2.

3.
Well done!
You’ve been awesome!