Beginner Business English: Phone Calls & Clarification Practice

Overview

In the workplace, taking and making phone calls in English can feel intimidating, especially for beginners. Unlike emails or texts, phone conversations offer no visual cues and require fast thinking and clear pronunciation. This lesson will help you build confidence in answering the phone, stating your name and purpose, and most importantly—asking for clarification when you don’t understand something.

Lesson Objectives

By the end of this lesson, you will be able to:

• Use standard phrases to start and end a phone call

• Ask for repetition and clarification politely

• Practice basic scripts for phone role-plays

• Use ChatGPT to simulate business phone conversations

️ Lesson Structure

1. Common Business Phone Phrases

2. Clarification Expressions: Asking When You Don’t Understand

3. Sample Dialogues for Practice

4. Pronunciation Tips for Phone English

5. ChatGPT Prompts for Self-Practice

6. Role-play Templates and Homework

1. Common Business Phone Phrases – Expanded Guide

Phone calls can be stressful for English learners, especially in a business environment. But the good news is that many phone conversations follow a standard structure, and you can prepare for them using common phrases. Below is a detailed guide that covers expressions used in different stages of a phone call.

A. Answering the Phone

When answering a business phone call, your goal is to sound professional, polite, and clear. These are standard ways to answer:

Formal / Office Answering

• “Good morning, ABC Corporation. How may I help you?”

• “Good afternoon, this is XYZ Company, John speaking.”

Semi-formal / Personal Answering

• “Hello, this is Mika. How can I assist you?”

• “Hi, Mika speaking. How can I help?”

Tip: Use a friendly tone, and don’t speak too quickly. The first impression matters!

B. Making a Call

When you make a call, be clear about who you are and what you want.

Introducing Yourself

• “Hello, this is Mika from Japan Trading.”

• “Hi, my name is Mika. I’m calling from XYZ Corporation.”

Asking to Speak with Someone

• “May I speak with Mr. Brown, please?”

• “Is Mr. Brown available at the moment?”

• “Could you connect me to the accounting department?”

If You’re Calling for a Reason

• “I’m calling to confirm the meeting time.”

• “I’d like to ask about the invoice you sent.”

Tip: Always state your name and company at the beginning. It builds trust.

C. Asking to Hold / Transferring the Call

Sometimes the person you want is not available, or you need to wait.

Putting the Caller on Hold

• “One moment, please. I’ll transfer you now.”

• “Please hold while I connect you.”

If the Person is Not Available

• “I’m afraid Mr. Brown is in a meeting right now.”

• “He’s not at his desk at the moment. Can I take a message?”

Offering to Take a Message

• “Would you like to leave a message?”

• “Can I take a message and have him call you back?”

Tip: Using “I’m afraid…” makes the tone softer and more polite.

D. Clarifying and Repeating

Even native speakers sometimes need to repeat things on the phone. Don’t be afraid to ask.

If You Didn’t Catch Something

• “I’m sorry, could you repeat that?”

• “I didn’t catch what you said. Could you say it again, please?”

To Confirm Information

• “Let me confirm. You said Tuesday at 3 p.m., correct?”

• “Just to clarify, the delivery is on Friday morning?”

Spelling Names or Numbers

• “How do you spell your last name?”

• “Could you say that number again, please?”

Tip: Repeating important info (like names and times) is totally acceptable and professional.

E. Ending the Call

Ending politely leaves a good impression.

Standard Closings

• “Thank you for calling. Have a nice day.”

• “I appreciate your time. Goodbye.”

More Formal Closings

• “I’ll send you a follow-up email shortly. Thanks again.”

• “If you have any further questions, feel free to call us anytime.”

Tip: Always end with gratitude, even if the call was short.

Recap Practice Section

Read the following lines aloud for fluency practice:

• “Hello, this is Mika from Japan Trading. May I speak with Mr. Brown?”

• “One moment, please. I’ll transfer you now.”

• “Sorry, I didn’t catch that. Could you repeat it?”

• “Thank you for your time. I’ll follow up via email.”

Real-World Tip

In business, clarity is more important than speed. Speak slowly and clearly, especially when giving or receiving important information. Always be polite, even in stressful calls. When in doubt, ask for clarification.

2. ❓ Clarification Expressions: Asking When You Don’t Understand

In business phone calls, it’s normal to miss a word, number, or name—especially when the connection is poor or the speaker talks fast. The key is not to panic. Use polite and clear phrases to ask the other person to repeat or clarify.

This section covers useful phrases, examples, and strategies for improving comprehension over the phone.

A. Asking Someone to Repeat

When you didn’t hear or understand what was said, these are polite ways to ask again:

✅ Practice aloud:

• “Sorry, could you say that again?”

• “Would you mind repeating that, please?”

B. Asking for Clarification

If you need the speaker to explain or confirm meaning:

✅ Practice aloud:

• “So, to clarify, the delivery is on Friday?”

• “Let me make sure I understand this correctly…”

C. Asking for Spelling or Repetition of Names

Names and email addresses are often hard to catch on the phone.

Pro Tip: Learn the NATO phonetic alphabet (A = Alpha, B = Bravo, C = Charlie…) to spell over the phone more effectively.

D. Using Polite Tone

When asking for repetition or clarification, tone is key. Even if you don’t understand, remain calm and courteous. Here are some gentle openers:

• “I’m sorry, could you say that again?”

• “Do you mind repeating that?”

• “Could I ask you to clarify that?”

Avoid saying “What?” or “Huh?” which can sound too casual or even rude.

Common Beginner Mistakes

Example Micro-Dialogue

You: Hi, I’m calling about the invoice.
Other: Sure, please send it to accounts@zyxglobal.com
You: I’m sorry, could you repeat the email address?
Other: Sure. It’s accounts@zyxglobal.com — Z-Y-X.
You: Got it. That’s Z as in Zebra, Y as in Yellow, and X as in X-ray?

You confirmed clearly and professionally!

3. ️ Sample Dialogues for Practice

Now that you’ve learned key phrases for answering calls and asking for clarification, it’s time to see them in action. Below are three realistic phone call dialogues, each focusing on different situations:

1. Making a Business Call

2. Asking for Clarification

3. Confirming Details

You can practice these with a partner or simulate them using ChatGPT.

Dialogue 1: Making a Business Call

Situation: Mika is calling a supplier to ask for delivery status.

Mika: Good afternoon, this is Mika from Japan Trading. May I speak with Mr. Harris?

Receptionist: One moment, please. I’ll transfer you now.

Mr. Harris: Hello, this is Tom Harris speaking.

Mika: Hi Mr. Harris. I’m calling to check the delivery status of our last order.

Mr. Harris: Let me check… Yes, it was shipped yesterday and should arrive on Friday.

Mika: Thank you very much. Just to confirm—this Friday?

Mr. Harris: Yes, Friday morning.

Mika: Great. Thanks for the update. Have a nice day.

Mr. Harris: You too. Goodbye.

Key phrases used:

• “May I speak with…”

• “Just to confirm…”

• “Thanks for the update.”

Dialogue 2: Asking for Clarification

Situation: David is on a call and doesn’t understand part of what the other person said.

Receptionist: ABC Corporation, this is Maria. How may I help you?

David: Hi, this is David from GreenSoft. I’d like to speak with someone in accounting.

Maria: Sure, I’ll connect you to Mr. Lopez.

(Transfer sounds…)

Mr. Lopez: Hello, this is Jorge Lopez.

David: Hello Mr. Lopez. I’m calling about an invoice. I believe it’s number 3874.

Mr. Lopez: 3874? Let me see… Yes, that’s for ₱13,850.

David: I’m sorry, could you repeat the amount?

Mr. Lopez: Thirteen thousand eight hundred fifty pesos.

David: Got it. Thank you very much.

Key phrases used:

• “Could you repeat the amount?”

• “I’m calling about…”

• “Got it.”

Dialogue 3: Confirming Spelling and Email

Situation: Ayaka is confirming the spelling of an email address.

Client: You can send the report to j.smith@nycorp.com

Ayaka: Sorry, could you spell that for me?

Client: Sure—J as in John, dot Smith, at N-Y-C-O-R-P dot com.

Ayaka: Thank you. So that’s J.Smith@N-Y-C-O-R-P.com?

Client: Exactly.

Ayaka: Great. I’ll send it now. Thanks again.

Key phrases used:

• “Could you spell that for me?”

• “So that’s… (repeat for confirmation)”

• “Thanks again.”

Practice Tips

• Read aloud each role to build fluency.

• Record yourself and compare it with native pronunciation.

• Try switching roles when practicing with a partner or ChatGPT.

• Use a timer to simulate real-time pressure like an actual phone call.

4. ️ Pronunciation Tips for Phone English

When speaking English on the phone, pronunciation becomes even more important. You can’t rely on body language, facial expressions, or written text—your voice is everything. Even if your grammar is perfect, unclear pronunciation can cause misunderstanding.

Here are practical tips to help you sound more confident and clear during phone conversations.

A. Slow Down Your Speech

Speaking slowly is not a sign of weakness—it’s a sign of clarity.

✅ Try this:

• Don’t rush through names or numbers.

• Pause slightly between phrases.

• Example:

  “Hello… this is Mika… from Japan Trading… May I speak with Mr. Brown?”

Tip: When you slow down, you reduce mistakes and sound more professional.

B. Emphasize Important Words

English is a stress-timed language, so native speakers often emphasize key words.

✅ Try this:

• Emphasize names, dates, and action verbs.

• Example:

  “I’m calling to confirm the meeting on Friday.”

C. Practice Key Sounds

Certain English sounds are hard for non-native speakers. Practice the following:

Tip: Exaggerate these sounds during practice. It helps build muscle memory.

D. Spell Slowly and Clearly

When spelling names or email addresses over the phone, go slow and use confirmation phrases.

✅ Try this:

“That’s B as in Bravo, R-O-W-N, right?”
“Could you confirm the spelling, please?”

If possible, use the NATO phonetic alphabet:

Tip: Even if the other person doesn’t use the code, you can. It helps avoid mistakes.

E. Record and Review

Use your phone or computer to record short scripts and dialogues.

1. Read one of the sample dialogues from Section 3.

2. Record it.

3. Listen and check:

   • Are your words clear?

   • Are you stressing the right parts?

   • Are you speaking too fast?

Repeat 2–3 times a week. You’ll improve quickly.

5. ChatGPT Prompts for Self-Practice

Practicing with a human partner is great—but not always possible. That’s where ChatGPT can help. Below are ready-to-use prompts to simulate realistic phone call situations. You can copy and paste them directly into ChatGPT and start practicing instantly.

Each prompt is designed to help you focus on one specific skill: clarification, spelling, repetition, or real-time dialogue.

Prompt 1: Get Feedback on a Phone Call You Made

Hi ChatGPT, I had a phone call in English today. Can I tell you what I said, and you help me improve my phrasing?

✅ Use this after a real phone call to reflect and improve your expressions.

Prompt 2: Practice Asking for Clarification

Let’s do a phone call role-play. You speak fast on purpose sometimes, and I will try to ask you to repeat or clarify politely.

✅ Great for practicing polite ways to ask “Sorry, could you repeat that?”

Prompt 3: Practice Spelling and Confirmation

Can we practice spelling names and email addresses over the phone? Please say one, and I’ll try to repeat and confirm the spelling back to you.

✅ Helps you get comfortable with spelling aloud and confirming details.

Prompt 4: Simulate a Business Phone Call

Please simulate a business phone call. You be the receptionist, and I will call asking to speak with someone. Mix in one part I don’t understand so I can practice asking for clarification.

✅ Ideal for full-scenario practice, including introductions and clarification.

Prompt 5: Practice Ending a Call Politely

Let’s practice how to end a business phone call politely. You play the client, and I’ll close the call using natural expressions.

✅ Helps you sound professional when wrapping up a conversation.

6. Role-play Templates and Homework

Practicing realistic phone conversations is the best way to build confidence. In this section, you’ll find simple templates for role-play, which you can use with a teacher, language partner, or ChatGPT.

These role-plays cover essential situations like calling someone, asking for clarification, and ending a call politely.

Role-play A: Making a Call

Goal: Practice introducing yourself and asking to speak with someone.

You: Hello, this is [Your Name] from [Your Company]. May I speak with [Target Name]?

Other: I’m sorry, who are you calling?

You: [Repeat name slowly and spell it if needed] — That’s B-R-O-W-N.

Other: One moment, please. I’ll transfer you now.

✅ Practice Tip: Try this with different company names and names of people.

Role-play B: Asking for Clarification

Goal: Practice polite ways to clarify or repeat information.

Other: The meeting is scheduled for Thursday at 10.

You: I’m sorry, did you say Tuesday or Thursday?

Other: Thursday, the 25th.

You: Thank you. Just to confirm—Thursday the 25th at 10 a.m.?

✅ Practice Tip: Replace “meeting” with other topics like “delivery,” “invoice,” or “call.”

Role-play C: Confirming Spelling

Goal: Practice spelling names and email addresses aloud.

Other: Please send it to m.santos@globalnet.com

You: I’m sorry, could you spell that for me?

Other: M as in Mike, dot S-A-N-T-O-S, at globalnet dot com.

You: Got it. That’s m.santos@globalnet.com?

Other: Correct.

✅ Practice Tip: You can also practice reading email addresses to ChatGPT and asking if they are correct.

Homework Tasks

Use these simple homework ideas to reinforce what you’ve learned.

✅ Task 1: Record Yourself

• Choose one role-play.

• Record yourself speaking both roles.

• Listen and check for pronunciation, speed, and clarity.

• Try again and improve your fluency.

✅ Task 2: ChatGPT Review

• Use the following prompt to ask for feedback:

Hi ChatGPT, here is a phone call I practiced. Can you check my phrases and suggest better expressions?

✅ Task 3: Vocabulary Journal

• Keep a small notebook or digital note.

• Write down new phrases like:
  “Could you repeat that?”, “May I speak with…”, “Let me confirm…”

• Add:

  • Translation

  • Situation used

  • Your own example sentence

✅ Task 4: Phone Listening Practice

• Search for short business phone call recordings (YouTube or ESL resources).

• Listen and write down the phrases you hear.

• Pause and repeat out loud.

✅ Final Tip

Be patient. You don’t need to sound like a native speaker—you just need to be clear, polite, and understandable. With regular practice and helpful tools like ChatGPT, you’ll gain the confidence to handle real business phone calls with ease.