Handle phone and video calls

On a call, the other person may not have the visual context they would have in a face-to-face conversation. A clear introduction and a brief summary help.

Introduce yourself and the purpose

“Hello, this is Asha from the events team. I’m calling about tomorrow’s registration.”

On a scheduled video call, you can say: “Hi, I’m Asha. I’ll be taking notes today.” Adapt the introduction to the situation.

Explain an audio problem

“Your audio is breaking up. Could you repeat the last sentence?”

“I can see you, but I can’t hear you.” These phrases identify the problem more clearly than “What?”

If you need a pause, say: “Could you hold for a moment while I check?” Ask before putting someone on hold.

Confirm the next action

“Just to confirm, I’ll email the revised schedule this afternoon.” End with a brief thanks after both people have finished.

When spelling a name or confirming a number, read it back slowly. Accuracy matters more than speed.

Your turn

You missed the last sentence because the sound stopped. What can you say?

See a possible answer

“The audio cut out for a moment. Could you repeat your last sentence, please?” This explains why you are asking and which part you need repeated.