01 May Politeness Under Pressure

Talking on the telephone is not always easy. We must respond politely to callers and quite often this happens when we’re stressed or in a hurry.

What to do?

In a business situation, always remember that you are representing your company every time you speak on the telephone and often you may be judged not by what you say but how you say it.

Here’s where it’s useful to remember the following phrases: I’m afraid, I’m sorry, could you and please.

Look at how these sentences are improved with a little tweaking:

Reception’s bad.
I’m afraid we have poor reception right now.

What? Speak up!
I’m sorry I can’t hear you clearly. Could you please speak louder? Thank you.

Hang on, I’m talking to someone else.
I’m sorry but I’m with someone else at the moment, could you please hold? I’ll be with you shortly.

It’s so loud in here I can’t hear a thing you’re saying.
I’m afraid it is very noisy where I am right now and I can’t hear you clearly.

I already told you I haven’t got that information.
I’m very sorry but I’m afraid I don’t have that information.

See how much nicer the second version sounds? Both sentences communicate the same message but one says it so much more politely!

Now it’s your turn to practice!  Think about how you could:

1. Say you can’t hear
2. Explain you’ve been interrupted
3. Explain you don’t want to say something confidential over a mobile phone
4. Warn about getting cut off any moment
5. Apologise for not hearing something

Do you have any comments or questions?  Let me know in the box below.