Phone Call Skills



(1) Rising Intonation: When your voice goes up. We use it for different things, but one reason for rising intonation is to tell the listener you don’t understand.


(2) Confirmation Email: An email sent to make sure you understand.

Send them a confirmation email to make sure they know about Friday’s meeting. It’s very important. I don’t want them to forget.

(3) Out of the office: Gone. Not in the office.

I’ll be out of the office until Thursday. Please contact me after then.



1. Who answers the phone call?

a. Sherri.

b. Kevin.

c. Dennis.

2. How does Sherri make sure she has the correct information?

a. She repeats the information.

b. She says, “Is that right?”.

c. A and B.

3. How can you tell the listener you didn’t understand?

a. Send a follow-up email.

b. Use rising intonation.

c. A and B.


Phone Call Skills



By Jeremy Schaar

Last week I presented some strategies you can use if someone doesn’t understand you. First you ask them to repeat themselves. Then you need to check if you understood.

In order for someone to repeat themselves, you can say things like “Pardon?” or “Sorry, what was that?” Make sure to use rising intonation when you say them. That means that your voice should go up. That will tell the listener that you didn’t understand.

Next, you want to make sure that you understood. You do this by repeating the information. You might even send a confirmation email later on. But during the conversation, you should first repeat the information. Then you can say something like, “Is that right?” or “Did I get that right?”

Let’s look at an example:

A: International Technical Group, Sherri speaking. How may I help you?

B: Hello, may I speak with Kevin Brown?

A: I’m sorry. Kevin’s out of the office until next week. Could I help you?

B: Oh that’s right. He just got married. Could you just let him know that Dennis called?

A: Sorry? What was that?

B: Dennis. Could you let him know that I called?

A: Sure. I’ll let him know Dennis called. Is that right?

B: Yes. Have a nice day.

A: Thanks. You too.

Want more practice? Got questions? Comment on the blog, Facebook, or Twitter.


Answers To Today’s Questions

A, C, B


You Can Do It All Yourself But You Dont Have To

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