BEP 198 – Telephone English: Controlling the Call (1)

In this Business English lesson, we’re going to look at language and skills for controlling a telephone call in english.

The telephone has become an essential part of doing business, and not just for customer service representatives and receptionists. No matter what type of work you do, chances are that you spend a part of every day talking on the phone. It might be a simple information exchange or a high stakes negotiation. But even though we all talk on the phone, we don’t all do it with the same success. But there are skills and techniques you can learn to become more effective.

One of the most important telephone skills is controlling the call. You need to be able to take the conversation where you want it to go. This can be difficult when the other person has a lot to say. But you can learn to direct the conversation and keep it focused.

In this lesson, we’ll hear a conversation between Mary and Oliver. Oliver works in customer service for an Internet service provider, and Mary is calling about a problem she’s having with her Internet connection. We’ll hear Oliver carefully control the conversation and guide it to a logical conclusion.

Listening Questions

1. What is the customer’s problem?
2. What information does Oliver want from the customer?
3. What options does Oliver give the customer?

Premium Members: PDF Transcript | Online Practice | PhraseCast

6 thoughts on “BEP 198 – Telephone English: Controlling the Call (1)”

  1. Really useful…It has been helping me a lot!!! Thaks for your website and all the support.

  2. Empathasising the other’s feeling and giving then couple of option is the gist of controlling the call. A really useful lesson. Thanks admin :-)

  3. Your site is really great,I get benefit from all your lessons ,I will closely focus on the site in the future.

Leave a Comment

Your email address will not be published. Required fields are marked *

Time limit is exhausted. Please reload CAPTCHA.

Scroll to Top