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Confidence / Speaking Clearly / Lesson 19
LESSON 19 · SPEAKING CLEARLY

Speak Clearly on the Phone

Thirty-two easy ways to speak clearly on the phone, where your voice is everything and every word counts.

On the phone, your voice is your face. Make it warm and clear.

40 tipsEasy things to say7-day plan
Start with tip 1
Jump to the 7-day plan

40 tips that really help

These ideas come from The Quick and Easy Way to Effective Speaking (Dale Carnegie), Talk Like TED (Carmine Gallo), Made to Stick (Chip and Dan Heath), and everyday practice. Pick one tip and try it today.

Photo for the tip: On the phone, your voice is your face
TIP 1

On the phone, your voice is your face

With no face to read, listeners judge you by tone, pace and clarity alone. A warm, steady voice does the work of a smile and a handshake.

TRY THIS
Smile as you dial and listen to how your first “hello” sounds.
Photo for the tip: Smile before you speak
TIP 2

Smile before you speak

People can hear a smile because it lifts the cheeks and brightens vowels. Smiling on a call makes you sound warmer even to someone you have never met.

TRY THIS
Smile for the first sentence of your next call.
Photo for the tip: Stand up for important calls
TIP 3

Stand up for important calls

Standing opens your lungs and gives your voice energy and authority. Many sales teams stand or walk for exactly this reason.

TRY THIS
Stand for your next important call.
Photo for the tip: Use a quiet space
TIP 4

Use a quiet space

Background noise forces both of you to strain. Close the door, move rooms or step outside before a key call.

TRY THIS
Choose a quiet spot before you dial.
Photo for the tip: Use a headset or good microphone
TIP 5

Use a headset or good microphone

Clear audio helps you sound clear. A cheap headset often beats a laptop microphone.

TRY THIS
Test your audio with a friend.
Photo for the tip: Hold the phone properly
TIP 6

Hold the phone properly

Keep the microphone about a hand’s width from your mouth, pointing at it. Do not cover it with a hand or cheek.

TRY THIS
Check where your phone’s microphone is.
Photo for the tip: Have a plan
TIP 7

Have a plan

A short list of points and questions stops you rambling. Write your purpose in one line.

TRY THIS
Write a three-bullet plan.
Photo for the tip: Say who you are
TIP 8

Say who you are

“Hello, this is Sam from the design team” gives instant context. Say it slowly and clearly.

TRY THIS
Practise your opening line.
Photo for the tip: Say why you are calling
TIP 9

Say why you are calling

“I am calling about Friday’s meeting” helps the listener tune in. Clarity of purpose helps clarity of speech.

TRY THIS
State the reason in your first sentence.
Photo for the tip: Ask if it is a good time
TIP 10

Ask if it is a good time

“Is now a good time?” is courteous and avoids calling at a bad moment.

TRY THIS
Ask this on every call.
Photo for the tip: Speak slightly slower
TIP 11

Speak slightly slower

Phones compress sound, and nerves speed you up. A slower pace helps.

TRY THIS
Slow down by ten percent.
Photo for the tip: Use short sentences
TIP 12

Use short sentences

Short sentences are easier to hear and follow on the phone. Pause between them.

TRY THIS
Cut one long sentence in two.
Photo for the tip: Spell names and codes clearly
TIP 13

Spell names and codes clearly

Use words for letters if needed: “S for Sierra, A for Alpha”. The phonetic alphabet prevents mix-ups between “B” and “D”.

TRY THIS
Learn five letters of the phonetic alphabet.
Photo for the tip: Say numbers in chunks
TIP 14

Say numbers in chunks

“Oh seven seven, one two three, four five six” is easier than a stream. Pause between chunks.

TRY THIS
Say your phone number in chunks.
Photo for the tip: Repeat key details
TIP 15

Repeat key details

“That is the fourteenth at three o’clock, correct?” confirms understanding. Repetition prevents errors.

TRY THIS
Repeat dates and times.
Photo for the tip: Use names
TIP 16

Use names

Using the person’s name warmly makes the call personal. Use it once or twice.

TRY THIS
Say their name early.
Photo for the tip: Listen carefully
TIP 17

Listen carefully

Listening is half of a call. Do not interrupt, and use “mm” and “I see” to show you are there.

TRY THIS
Add small listening sounds.
Photo for the tip: Pause
TIP 18

Pause

Short pauses help you and the listener think. On the phone silence can feel long, but it helps.

TRY THIS
Count one beat after the other person finishes.
Photo for the tip: Give verbal nods
TIP 19

Give verbal nods

Without a face, people need sounds of encouragement. “Right”, “yes” and “I see” tell them you are following.

TRY THIS
Use two verbal nods per minute.
Photo for the tip: Take notes
TIP 20

Take notes

Jot key points as you listen. It improves recall and lets you summarise.

TRY THIS
Keep a pen and pad ready.
Photo for the tip: Summarise at the end
TIP 21

Summarise at the end

“So we agreed that I will send the report by Friday” prevents confusion. It also sounds professional.

TRY THIS
Practise a summary line.
Photo for the tip: Finish warmly
TIP 22

Finish warmly

“Thank you for your time, speak soon” ends on a friendly note. A warm ending is remembered.

TRY THIS
End with thanks.
Photo for the tip: Handle bad lines
TIP 23

Handle bad lines

If the line is poor, say so calmly: “The line is breaking up, could we try again?” It is fine.

TRY THIS
Suggest calling back.
Photo for the tip: Handle voicemail
TIP 24

Handle voicemail

Speak clearly, say your name and number slowly, state your reason and say when you will call again. Repeat your number.

TRY THIS
Write a twenty-second voicemail script.
Photo for the tip: Handle being put on hold
TIP 25

Handle being put on hold

Use hold time to breathe and review notes. Do not take it personally.

TRY THIS
Breathe during hold music.
Photo for the tip: Handle interruptions
TIP 26

Handle interruptions

Say, “Sorry, could I finish this point?” calmly. Firm and polite works.

TRY THIS
Prepare an interruption phrase.
Photo for the tip: Handle silence
TIP 27

Handle silence

If the other person is quiet, wait a few seconds before speaking. They may be thinking.

TRY THIS
Count to three.
Photo for the tip: Handle anger
TIP 28

Handle anger

Stay calm, lower your voice and slow down. “I can hear this is frustrating” helps.

TRY THIS
Practise a calming line.
Photo for the tip: Handle accents
TIP 29

Handle accents

If you struggle to understand, say, “Could you say that again?” kindly. Repeat what you heard to check.

TRY THIS
Ask politely and confirm.
Photo for the tip: Handle noise on your side
TIP 30

Handle noise on your side

If noise starts, mute or step away. Apologise briefly and continue.

TRY THIS
Know where the mute button is.
Photo for the tip: Do not multitask
TIP 31

Do not multitask

Typing and eating are audible and distracting. Give the call your attention.

TRY THIS
Close other tabs.
Photo for the tip: Do not eat
TIP 32

Do not eat

Chewing is loud and muffles speech. Eat before or after.

TRY THIS
Finish your snack first.
Photo for the tip: Do not speak from a distance
TIP 33

Do not speak from a distance

If your voice drifts away from the microphone, volume drops. Stay close.

TRY THIS
Keep your mouth near the mic.
Photo for the tip: Use your hands
TIP 34

Use your hands

Gesturing helps energy even when no one sees. It makes your voice livelier.

TRY THIS
Move your hands naturally.
Photo for the tip: Practise with a friend
TIP 35

Practise with a friend

Role-play a call. Ask them how you sounded.

TRY THIS
Do a five-minute practice call.
Photo for the tip: Record yourself
TIP 36

Record yourself

Record a practice call and listen. Notice pace and tone.

TRY THIS
Record one minute.
Photo for the tip: Prepare for difficult calls
TIP 37

Prepare for difficult calls

Write your first sentence and key points. Breathe before dialling.

TRY THIS
Plan your opening for a hard call.
Photo for the tip: Call early rather than late
TIP 38

Call early rather than late

Putting a call off adds dread. Make it early.

TRY THIS
Make the hardest call first.
Photo for the tip: Celebrate each call
TIP 39

Celebrate each call

Each call is practice. Notice improvement.

TRY THIS
Say, “That went well,” after calls.
Photo for the tip: Make your voice the friendly part of a hard message
TIP 40

Make your voice the friendly part of a hard message

When you have to share difficult news by phone, a slower pace, a lower pitch and a short pause before the key sentence carry warmth your words alone cannot. Listeners hear care in the sound before they process the content.

TRY THIS
Say your hardest sentence once aloud, slowly and warmly, before you dial.

Easy things to say

When you are stuck, pick one of these. They work in many everyday situations.

GREET

“Hello, this is Sam speaking.”

SLOW

“Let me say that again slowly.”

CHECK

“Can you hear me clearly?”

SPELL

“That is S as in sugar.”

THANK

“Thanks for your time.”

CLOSE

“Have a lovely day.”

Your first week

One small action a day. Each day is only a little bigger than the last.

DAY 1
Find a quiet place
DAY 2
Smile as you speak
DAY 3
Say your name clearly
DAY 4
Slow down
DAY 5
Spell important words
DAY 6
Repeat key details
DAY 7
End warmly

Further reading

  • The Quick and Easy Way to Effective Speaking (Dale Carnegie)
  • Talk Like TED (Carmine Gallo)
  • Made to Stick (Chip and Dan Heath)

The tips above are written in our own words and are general guidance. The books are suggestions for further reading.

← All Speaking Clearly lessons
Next lesson: Speak Clearly on Video Calls →

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These lessons share general learning and everyday ideas. They are not medical or mental health advice. If you feel very anxious, low or unwell, please talk to a doctor or a qualified professional.

More lessons in “Speaking Clearly”

Keep going. Small steps every day make a big change.

← Previous: Breathe at the Right MomentsNext: Speak Clearly on Video Calls →

  1. Slow Down by Ten Percent
  2. Speak From Your Belly, Not Your Throat
  3. The Magic of the Pause
  4. End Sentences Like You Mean Them
  5. Warm Up Your Voice in One Minute
  6. Find Your Natural Volume
  7. Vary Your Tone to Keep Attention
  8. Use Words a Ten-Year-Old Would Understand
  9. Short Sentences Sound Confident
  10. Cut Jargon and Filler Words
  11. Lead With Your Main Point
  12. Say One Idea at a Time
  13. Replace Vague Words With Exact Ones
  14. Read Your Words Out Loud First
  15. Open Your Mouth and Speak Clearly
  16. Stop Mumbling in Three Steps
  17. Pronounce Hard Words With Confidence
  18. Breathe at the Right Moments
  19. Speak Clearly on the Phone
  20. Speak Clearly on Video Calls
  21. Handle an Accent With Pride
  22. The Point, Reason, Example Formula
  23. The Rule of Three
  24. Start With Why It Matters
  25. Tell a Short Story Instead
  26. Use Numbers and Pictures Wisely
  27. Finish With One Clear Takeaway
  28. Answer a Question in Thirty Seconds
  29. Replace Um With a Silent Pause
  30. What to Do When You Lose Your Thought
  31. Recover From a Mistake Smoothly
  32. Stop Over-Explaining
  33. Stop Apologising Before You Speak
  34. Practise With a Voice Recorder
  35. Stay Clear When You Are Nervous
  36. Speak Clearly When Put on the Spot
  37. Explain Something Complicated Simply
  38. Speak Clearly in an Argument
  39. Speak Clearly to Someone Senior
  40. Your Daily Clarity Habit
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