Managing Phone and Video Calls in English.

This lesson prepares you for real-time communication on the phone and in video meetings, where you cannot always see people clearly or share a screen. You will listen to short calls and extracts from online meetings to notice how speakers introduce themselves, check connections, manage turn-taking and close the conversation politely. You will learn set phrases for spelling names, checking details, asking people to repeat, dealing with poor audio and handling unexpected interruptions. You will also look at useful language for sharing quick updates, arranging follow-up actions and confirming what has been agreed. Practical role plays and scripts will help you rehearse typical calls from your own job, such as phoning a client, joining a large video meeting or calling IT support. By the end, you will feel more comfortable starting, managing and ending professional calls in English, even when the technology does not work perfectly.

1. Opening a video call and checking the connection.

Let us start by putting you in a very real situation. It is Monday morning, and you are about to join your weekly video call with your client, GreenWave Logistics. There is a new contact on the call today, Emma, and you want to sound calm, professional and friendly from the first second. In this block, we will focus only on the first minute of that call. You will hear and see examples of how to say hello, introduce yourself and check the connection politely. We will use some of the key phrases from this lesson, such as “Good morning, this is… speaking”, “Can you hear me clearly?” and “Thank you for joining the call today.” I want you to notice the order of the phrases and also the tone: short, clear sentences, but warm and respectful. After the short audio activity at the bottom of the block, you will answer a few simple questions to check that you understood what is happening and which opening phrases were used.

Scene: Joining the weekly client call.

In the audio at the top of this block, you imagined joining a video call with your client, GreenWave Logistics.

You are representing your company, TechSolutions, and you want to:

1. Open the call politely.
2. Introduce yourself clearly.
3. Check that everyone can hear and see you.

Here is a model opening from the same situation:

> You: Good morning, this is Elena Popov from TechSolutions speaking.

> Emma: Hi Elena, yes, this is Emma from GreenWave. Nice to meet you.

> You: Nice to meet you too, Emma. Can you hear me clearly?

> Emma: Yes, the sound is good. Can you see my screen?

> You: Yes, I can see it, thanks. So, thank you for joining the call today. The aim is just to have a quick check-in on the implementation plan.

Notice how the opening is short, structured and friendly:

• A clear greeting and your name + company.
• A short check of the audio or video.
• One simple sentence about the purpose of the call.

Useful opening phrases.

You can mix and match phrases like these:

• “Good morning, this is [name] from [company] speaking.”
• “Can you hear me clearly?”
• “Can you see my screen?”
• “Thank you for joining the call today.”
• “The purpose of today’s call is to…”

These phrases are easy to reuse in almost any professional call or online meeting.

Think about your own job. When you join a call, who do you normally speak to first, and what do you usually talk about in the first minute?

Practice & Feedback

Listen carefully to the short call opening in the audio below. You will hear Elena and Emma at the start of their weekly video call. After you listen, write 3–5 sentences answering these questions in your own words:

1. Who are the two people on the call, and what companies do they work for?
2. What is the main purpose of the call?
3. Write down two phrases you heard that are useful for opening a call or checking the connection.

You do not need to write perfect sentences, but try to use full sentences rather than only single words. Imagine you are explaining the situation to a colleague who missed the call. Focus on being clear and accurate. I will then tell you if you understood the situation correctly and help you upgrade any phrases that could sound more natural.

2. Handling audio problems and asking to repeat.

Now let us move to the next typical moment in a phone or video call, when the technology is not perfect. Perhaps the sound is breaking up, there is background noise, or someone speaks too fast. This is very common in international calls and large online meetings. In our GreenWave scenario, imagine that a colleague joins the call from a train and the connection is not great. You still need to understand the key information, but you also want to sound polite and professional. In this block, you will read a short extract from a call with poor audio and notice useful phrases to signal a problem and ask someone to repeat or clarify. I would like you to pay attention to how we soften the message with small words like “sorry” and “I am afraid”, and how we check specific details instead of just saying “What?”. After reading, you will choose your favourite phrases and adapt them for your own job.

Scene: The sound is not very clear.

Imagine the GreenWave call continues, but now another participant, Jonas from IT, joins from a noisy airport. The sound is not great.

Read this short extract:

> Jonas: Hi everyone, sorry I am a bit late. I just wanted to say that we have finished the server migration and we will…

> You (Elena): Sorry Jonas, the line is not very clear. You are cutting out a little.

> Jonas: Oh, okay. Is this any better now?

> You: A little, but could you repeat that more slowly, please?

> Jonas: Sure. We have finished the server migration, and we will restart the system at three o’clock this afternoon.

> You: Thank you. Let me just read that back to check. You have finished the migration, and you will restart the system at 3 p.m., is that right?

> Jonas: Yes, that is right.

Useful phrases to manage problems.

Here are some key expressions from the dialogue:

• Signalling a problem
• “Sorry, the line is not very clear.”
• “You are cutting out a little.”

• Asking to repeat or clarify
• “Could you repeat that more slowly, please?”
• “Let me just read that back to check.”
• “…is that right?”

These phrases help you stay polite but clear. You show there is a problem, but you do not blame the other person. You also make sure you really understand the key information, especially times and actions.

Think about your own calls. Which parts are often difficult to hear or understand? Numbers? Names? Technical terms? You can use the same structure: signal the problem, ask to repeat, and then check your understanding.

Practice & Feedback

Read the dialogue above again, and look carefully at the phrases for signalling a problem and asking to repeat. Then complete these two small tasks in one answer box:

1. First, list at least two phrases from the dialogue that you would like to use in your own calls. For each phrase, write one short sentence explaining when you would use it.
2. Next, write 2–3 new sentences that you could really say in your job if the audio was bad or you needed clarification. Try to adapt the examples, using your own typical information (for example, project names, times or technical terms).

Write in full sentences and imagine you are speaking to a real client or colleague. Focus on sounding polite and professional, not perfect. I will give you feedback on how natural and effective your sentences are, and suggest a few extra options you might like.

3. Spelling names and email addresses on the phone.

Another small but very important skill for professional calls is spelling information clearly. If the other person writes down your email address or a reference number incorrectly, you may never receive a document or a payment. In our GreenWave story, Elena needs to call Emma back to confirm her email address and a project code. In this block, we will look at how to spell names and email addresses slowly and clearly, and how to check numbers on the phone. You will see some typical patterns, for example, saying "That is E-L-E-N-A" and using short groups of numbers like "zero seven, three four". You do not need to learn the international spelling alphabet, but you should be able to break words into letters and numbers into easy chunks. After reading the examples on the screen, you will practise writing how you would spell your own name, your email address and a phone or project number in a real call.

Scene: Checking an email address and reference number.

Later the same day, Elena needs to send Emma a document. She decides to call quickly to confirm the email address and project reference.

> You (Elena): Hi Emma, it is Elena from TechSolutions again. Before I send the document, could I just check your email address?

> Emma: Of course.

> You: So I have emma.jackson@greenwave-logistics.com. Is that correct?

> Emma: Almost. It is actually emma.jakson@greenwave-logistics.com – there is no "c" in Jackson.

> You: Thank you. Let me spell that back. That is e-m-m-a dot j-a-k-s-o-n at greenwave dash logistics dot com. Is that right?

> Emma: Yes, perfect.

Then they check a project reference number:

> You: And the project reference is GWL dash 2 4 7 9?

> Emma: Yes, that is GWL-2479.

> You: Great, I will include that in the subject line.

Useful patterns for spelling.

Introduce the check

• “Could I just check your email address?”
• “Let me spell that back.”

Spell slowly and clearly

• “That is e-m-m-a dot j-a-k-s-o-n at…”

Use “dot” for “.” and “dash” or “hyphen” for “-”.

Check numbers in small groups

• “GWL dash 2 4 7 9.”
• You can group long numbers: “zero seven, three four, nine eight…”

Confirm

• “Is that correct?”
• “Is that right?”

Being confident with this language makes your calls safer and more efficient.

Practice & Feedback

Imagine you are on the phone with a new client or colleague, and they need to write down your details. In the box, write how you would say the following information in a call:

1. Your full name, spelled clearly, using dashes between letters, for example: "That is J-A-N-E".
2. Your work email address, including words like "dot" and "dash" where necessary.
3. One important number from your work or life (for example, a project code, customer number or mobile number). Show how you would group or say the digits.

Write your answer as if it were part of a short dialogue, for example:

> That is my surname: S-M-I-T-H.

> My email is...

Do not worry about privacy: you can invent an email or number if you prefer. Focus on being clear and realistic. I will check if your spelling language sounds natural and suggest any improvements.

4. Giving short project updates during a call.

By this point in the lesson, you have practised opening calls, checking the connection, handling audio problems and spelling key information. Now we will focus on another very common task in phone and video calls: giving a short update. In many meetings you will hear a phrase like, "Just a quick update from my side". Then you have maybe one or two minutes to explain where things are, what has been completed and what will happen next. In our GreenWave scenario, Elena needs to give Emma a clear, structured update on the implementation. In this block, you will read a model update and notice how it is organised: a short opening phrase, two or three key points, and a simple summary of next steps. After that, you will write a short update from your own work context, using similar language so it sounds confident and professional but still natural for you.

Scene: "Just a quick update from my side".

Later in the week, Elena joins another video call with Emma. Emma asks for a short status update.

> Emma: Could you give me a quick update on where we are with the implementation?

> You (Elena): Of course. Just a quick update from my side.

> First, we have completed the data migration for your London office, and everything is running smoothly.

> Second, we are currently testing the new reporting dashboard with a small user group.

> The only small delay is with the training materials. We are two days behind schedule, mainly because we are adapting the content for your warehouse teams.

> To sum up, we are broadly on track, and we expect to finish all remaining tasks by the end of next week.

Why this update works.

The update is effective because it has a simple structure:

Opening phrase

• “Just a quick update from my side.”

Two or three key points

• What is completed: “We have completed the data migration…”
• What is in progress: “We are currently testing…”
• Any small issues or delays plus a neutral reason: “We are two days behind, mainly because…”

Clear summary / outlook

• “To sum up, we are broadly on track, and we expect to finish…”

Useful language you can reuse.

• Starting your update:
• “Just a quick update from my side.”
• “Let me give you a brief status update.”

• Describing progress:
• “We have completed…”
• “We are currently working on…”
• “The only small delay is with…”

• Summarising:
• “To sum up, we are on track / slightly behind schedule.”
• “We expect to finish by…”

Think about which of these phrases would be most natural for your work and your projects.

Practice & Feedback

Now it is your turn to give a short spoken-style update, but you will write it first. Imagine you are on a phone or video call and your manager or client says: "Could you give me a quick update on where we are?".

In the box, write a 3–6 sentence update about a real project you are working on, or an imaginary project if that is easier. Follow the same basic structure as Elena:

• Start with an opening phrase such as "Just a quick update from my side" or "Let me give you a brief status update".
• Mention 1–3 key points: something completed, something in progress, and if relevant, any small delay with a neutral reason.
• Finish with a short summary or outlook (for example, when you expect to finish).

Write as if you are speaking, not writing a formal report. I will then help you make the update sound clear, concise and natural for a real call.

5. Chat-style communication in an online meeting.

In many video meetings today, people use the chat box alongside speaking. This can be very helpful when the audio is not perfect, when someone joins late, or when you want to confirm a detail without interrupting the speaker. In our GreenWave project review call, imagine there are ten people on the line, and you and Emma use the chat to handle quick questions and confirmation. In this block, you will look at a short chat exchange from that meeting and notice how the style is still professional, but usually shorter and more direct than spoken language. Then, you will write your own mini chat log between you and Emma. This is a good chance to practise key phrases from earlier blocks, such as "Can you hear me?", "Just to confirm" and "Shall we schedule a follow-up call?", but in a written chat format. Try to keep each message short, clear and polite, just like in a real online meeting.

Scene: Using the chat box during a big call.

You are in a larger project review meeting with GreenWave. Several managers are speaking, and you do not want to interrupt the main discussion, so you and Emma use the meeting chat.

Here is a short chat exchange:

> YOU: Hi Emma, can you hear me okay? I think my microphone is not working.

> EMMA: Yes, I can hear you now, all good, thanks.

> YOU: Great, thanks. Just to confirm, are you okay if we restart the system at 15:00 UK time?

> EMMA: Yes, that works for us. Could you please send a quick summary after the call?

> YOU: Sure, I will send a short email with the key points and next steps.

> EMMA: Perfect, thank you.

Style and tone in meeting chats.

Notice a few things about this chat:

• The messages are short and clear, usually one or two simple sentences.
• The tone is still polite, using words like "thanks", "please" and "sure".
• You use chat to confirm a decision without stopping the speaker.
• You refer to next actions, such as sending a summary email.

Useful chat phrases.

You can reuse many call phrases directly in the chat box:

• "Can you hear me okay?"
• "Just to confirm, are you okay if we…?"
• "Could you please send…?"
• "I will send a short summary after this call."
• "Thanks, that works for me."

Think about online meetings you join now. When do people use voice, and when do they use chat? Being comfortable with both channels will make you more flexible and confident in modern remote work.

Practice & Feedback

Now you will simulate a short chat conversation with Emma during a busy online meeting.

Imagine the situation:

• The main speaker is talking, so you use the chat with Emma.
• First, you check if she can still hear you after a connection problem.
• Then, you confirm one key decision about timing or responsibilities.
• Finally, you agree on a follow-up action, for example, sending a summary or scheduling a call.

In the box, write a mini chat log of 8–10 short messages, alternating like this:

> YOU: ...

> EMMA: ...

> YOU: ...

> EMMA: ...

Keep each message short, like real chat. Try to include at least two phrases from earlier in the lesson, such as "Can you hear me?", "Just to confirm", "Shall we schedule a follow-up call?" or "I will send a short summary after this call."

I will reply as Emma with one last message and give you feedback on how natural and professional your chat sounds.

6. Full call script from hello to goodbye.

You have now practised the key moments of professional phone and video calls: opening the call, checking the connection, handling audio problems, spelling names and numbers, giving short updates and confirming next steps, even via chat. In this final block, you will bring everything together in one integrated task. Imagine you need to have a short, five-minute call with Emma from GreenWave. She wants to know why a report is late, what the current status is, and what will happen next. You also have a small audio problem during the call, and you need to check her email address before you finish. First, you will listen to a short description of the situation. Then, using the checklist on the screen, you will write a **full script** of that call as a dialogue: hello, connection check, short update, dealing with the delay, confirming the plan, checking contact details and closing politely. This will be a very useful model you can adapt for real calls in your own work.

Your final task: script a complete professional call.

You are going to write a short dialogue for a phone or video call with Emma from GreenWave. The call should feel realistic and should include the main stages we have practised in this lesson.

Situation.

• Emma calls to ask about a late report.
• There is a small audio problem at one point.
• You give a clear, honest update and explain the delay without blaming anyone.
• You agree a new time for the report and next steps.
• Before you close, you check Emma’s email address.

Checklist of stages and phrases.

Use this checklist to structure your script:

Open and check the connection

• “Good afternoon, this is … speaking.”
• “Can you hear me clearly?”
• “Sorry, the line is not very clear.”

Explain the purpose / problem

• “Thanks for taking my call. I just wanted to check on the status of the report.”
• “I understand the report is delayed.”

Give a short update and explain the delay

• “Just a quick update from my side.”
• “We are slightly behind schedule, mainly because…”

Confirm new plan and next steps

• “Could we move the delivery to…?”
• “So, we have agreed that I will…, and you will…”

Check details and close

• “Could I just check your email address?”
• “Let me spell that back to you.”
• “Is there anything else we need to cover today?”
• “Thank you for your time, it was good to speak to you.”

Aim for around 10–14 lines of dialogue, alternating between YOU and EMMA.

This script will give you a strong template to practise aloud and adapt for real calls.

Practice & Feedback

Listen to the short description of the call below. Then, write the full script of the call as a dialogue between YOU and EMMA.

Please:

• Write 10–14 lines, clearly marked, for example:

YOU: ...

EMMA: ...

• Include: a polite opening, a connection check, a short update, a brief explanation of the delay, at least one audio problem phrase, a clear agreement on the new delivery time and next steps, a quick check of Emma’s email, and a polite closing.
• Try to reuse at least four phrases from the lesson, such as "Good morning, this is... speaking", "Just a quick update from my side", "Sorry, the line is not very clear", "Let me spell that back", or "So, we have agreed that I will..., and you will...".

Do not worry if it is not perfect. Focus on creating a realistic, professional conversation. I will then give you detailed feedback and a polished version you can practise out loud.