1. Phone etiquette quiz.

A photo of a woman speaking on a mobile.

Read the questions and choose the best answer a, b or c.

2. Phone etiquette.

Watch videos of three phone calls. Choose the best option to complete the description of each call.

Now watch the three videos again and read the subtitles.

3. Phone conversations.

Listen to extracts from five telephone conversations. Choose the best description of each conversation.


4. Useful phone expressions.

A photo of a woman speaking on a mobile.

Use the responses to complete the dialogues from exercise 3. Drag the responses, or click the response and then click the gap.


Listen again.

5. Phone expressions.

Order the words to make expressions which you can use when talking on the telephone.

Now listen to the sentences.

6. More phone expressions.

Listen to three more telephone calls. Drag the sentences to complete the calls. (Remember, you can pause the recording while your complete your answers.) This exercise is in three parts. Scroll down to see Part 2 and Part 3.

Part 1


Now complete Part 2.

Part 2

Now complete Part 3.

Part 3

7. Listen and write.

A photo of a man speaking on a mobile.

Listen again to two of the conversations and write exactly what is said.


8. Pronunciation.

A close-up photo of a mouth.

Are the sounds in each pair of words the same or different?

9. Speaking Tutorial 1.

Send your tutor an email suggesting a day and time for your speaking tutorial. During the speaking tutorial your tutor will ask you the following questions:

  • Are you working at the moment? What do you do?
  • How often do you use the phone for your work?
  • How often do you speak English on the phone?
  • What do you find difficult to do in English on the phone?
  • How well did you do on the phone etiquette quiz?
  • Is there a difference between how you need to talk business on the phone in English and in your own language?
  • Why is phone etiquette important?

Useful phrases for the speaking tutorial:
Hello, this is ....
Can I speak to ..., please?
Hello ..., this is .... I'm calling to do Speaking Tutorial 1 of the Telephoning module.