Phone calls at work - Upper intermediate Level

This upper-intermediate unit helps learners sound polite, confident, and professional on work phone calls — without sounding robotic or overly formal. It focuses on the exact phrases native speakers use to manage calls smoothly and respectfully. Learners practice asking for clarification, confirming names and numbers, putting callers on hold, taking messages, and ending calls politely. Each example upgrades common but blunt phrases into natural business English suitable for international workplaces. By the end of this unit, learners will be able to handle phone calls calmly and professionally, avoid awkward or rude phrasing, and leave a strong impression — even without visual cues.