Clear calls without the stress
Calls can feel harder than face-to-face conversations: you may not see facial expressions, audio can be unclear, and there is less time to think. A few reliable phrases and habits make a big difference.
Before the call
- Note the purpose of the call and the two or three points you need to cover.
- Test your microphone, camera and connection for video calls.
- Have any documents or figures you might need open and ready.
Opening the call
- Hello, this is Priya from the finance team.
- Thanks for making time to talk.
- I’m calling about…
- Is now still a good time?
Checking understanding
- Sorry, could you say that again?
- Could you spell that for me, please?
- Just to confirm, the meeting is on Tuesday the 14th at 10 a.m.?
- So you’d like us to send the revised quote by Friday. Is that right?
Repeat back names, numbers, dates and actions. These are the details most often misheard.
Dealing with technical problems
- Sorry, you’re breaking up.
- I think we’ve lost the connection. Can you hear me now?
- Your audio is a bit quiet. Could you move closer to the microphone?
- Shall I call you back?
Keeping the call on track
- Before we finish, I’d also like to ask about…
- Let’s discuss that in more detail in our next meeting.
Closing the call
- Let me summarise what we’ve agreed.
- I’ll send you an email with the details.
- Thanks for your help. Speak soon.
Video call etiquette
- Look at the camera when you speak, not only at the screen.
- Mute when you’re not speaking in larger meetings.
- Use the chat to share links or spell names and numbers.
- Take short turns and signal when you’ve finished: That’s all from me.
Following up
Send a short email after important calls, listing what was agreed, who will do what, and by when. It confirms understanding for everyone.
Common mistakes
- Pretending to understand instead of asking again.
- Not confirming numbers, dates and spellings.
- Ending the call without clear next steps.
Practise
- Role-play common calls: arranging a meeting, following up on a delivery, clarifying an order.
- Practise saying numbers, dates and email addresses clearly.
- Record a practice call and listen for pace and clarity.
