In Australian workplaces, answering the phone politely and clearly is one of the first impressions you make. This lesson walks you through what to say, how to listen, and what to do when you can't understand the caller.
Answering the phone
When you pick up the phone at work, say three things in order: your workplace name, your name, an offer to help.
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When you don't understand
It is perfectly normal to ask the caller to repeat themselves. Don't pretend you understood — pretending leads to mistakes.
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Taking a message
If the person the caller wants isn't available, take a message. Write down the caller's name (ask them to spell it), their phone number (read it back), a short message, and the time they called.
Quick check
What three things should you say when answering the phone at work?
- A. Your name, your address, your job title
- B. Workplace name, your name, an offer to help
- C. 'Hello?' and wait for them to speak
- D. Your phone number