Communication problems 1

What can we do if we don't understand the person we are talking to? In this class we look at how to solve communication problems.

Speaking on the phone in English is difficult at first.  It can be embarrassing if we do not understand the person who we are speaking to.  It is important to stay calm.  Do not panic if you don't understand the other person! And don't be afraid to say that you did not understand something. 

1.1 Houston, we have a problem!

If we do not understand the other person we must tell them that we do not understand. This is simple!:

• I'm sorry, I don't understand.

You can also use the past tense:

• I'm sorry, I didn't understand. 

1.2 The line is bad

If you are talking by mobile phone (cell phone) perhaps the connection is bad. This can make it very difficult to understand the person who you are talking to.  When the connection is bad, you can say:

• The line is very bad.

Sometimes, native speakers will say:

• I don't have very good coverage.

This means that the signal on their mobile phone is not good. 

If you can not hear the other person:

• I'm sorry, I can't hear you. I'll call back.*

• I'm sorry, I can't hear you. I'll hang up and call back.** 

*'call back' means to call someone again.

**'Hang up' means to end (terminate) the call. 

We can also say:

• Could you speak more loudly, please?
• Could you raise your voice, please?

The first phrase is more common, but native speakers will often use the second phrase too.

1.3 Could you repeat that, please?

If we did not understand a phrase, word or question, we should ask the other person to repeat it:

• I'm sorry, could you repeat that please?
• I'm sorry, could you repeat the name of your company, please?

We can also use 'can':

• I'm sorry, can you repeat that, please?
• I'm sorry, can you repeat your name, please?

Instead of the verb 'repeat' we can use 'say again'.

• I'm sorry, could you say that again, please?

You will also need these phrases when you are taking a message.

1.4 Is the other person speaking quickly?

If the other person is speaking too quickly we can say:

• Could you speak more slowly, please?

or 

• Can you speak more slowly, please?

alternatively, we could invert the question:

• Could you speak less quickly, please?

If we want to be subtle we can say:

• Could you speak a little more slowly, please?

1.5 Spelling names

If we do not understand someone's name or the name of their company, we can ask them to spell it:

• Could you spell the name of the company, please?

'To spell' means to say a word or name letter by letter. Make sure you know how to pronounce the English alphabet!

1.6 Top tip - check in writing

If you have problems in understanding people on the phone, don't be afraid to send an email or Whats App message to confirm what you have been speaking about.

If a client or supplier is giving you an address over the phone it is always a good idea to ask them to confirm the address by email as well. 

Example conversations

Conversation 1

• Good morning, Brice Brothers, Darren speaking.
• Hi, this is James from Warnocks. Could I speak to Sarah, please?
• I'm sorry, I couldn't hear you properly. Could you repeat that, please?
• Yes of course. Could I speak to Sarah, please?
• Certainly. I'll put you through to her now.

Conversation 2

• Good morning, Pear Computing, Alex speaking.
• Hi, could I speak to Sarah, please?
• Can I ask who's calling?
• Yes, it's Sam from Brass Doors.
• I'm sorry Sam, could you repeat the name of your company?
• Certainly: it's 'Brass Doors'. Thats: B-R-A-S-S   D-O-O-R-S.
• Thanks Sam. I'll put you through to Sarah now. 

Conversation 3

• Good morning, Brice Brothers.
• Hi, this is James from Warnocks. Could I speak to Sarah in the finance department, please?
• I'm sorry, could you repeat your name please?
• Yes. My name is James, and I'm calling from a company called Warnocks.
• Ah, OK James. And you wanted to speak to Sarah in finance?
• Yes, that's right.
• OK, one moment, James, I'll put you through to Sarah now.

1.7 Practice makes perfect

The more phone calls you make, the better you will get at speaking on the phone in English.  It is also a good idea to listen to example conversations.  At Business English 23 we have prepared many example phone conversations for you to listen to. You can find examples here and here. Good luck!