A manual on how to receive phone calls! learn proper language


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When answering a phone call in private, not many people care about how they receive it, but when answering the phone at work, it is necessary to pay attention to manners and language.

In this article, we will explain how to properly answer the phone. It also introduces basic manners and language, so it’s a must-see for those who are worried about how to answer the phone.

First, check the basics of answering the phone

It is important to understand the basics of how to handle phone calls before you start answering company phone calls. First, let’s check the basics of telephone correspondence in this chapter.

Respond to calls on behalf of the company

When answering the phone in a business setting, it is important to act as a representative of the company, not as an individual.

When communicating by phone, since you can’t see each other’s faces, your tone of voice and language are more important than usual.

Also, from the perspective of the person who called the company, it doesn’t matter whether the employee who picked up the phone was a new employee or a temporary staff. Because you are seen as the person in charge of the company, the impression of the employee’s phone response tends to affect the impression of the company as a whole .

Therefore, when answering the phone at a company, it is necessary to be conscious of the appropriate way to receive it.

Don’t use “moshi moshi”

It is basic manners not to use “moshi moshi” in business situations, as it gives the impression that you are looking down from above. When you receive a phone call at work, use the following phrases to answer.

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when you get a call

  • “Thank you for calling me.
  • “Yes, this is ○○ company.”

when you call

  • “Thank you for your help. This is △△ (name of the person in charge) of ○○ company.”
  • “I’m sorry to bother you while you’re busy. This is △△ (name of person in charge) at ○○ company.

be prepared before answering the phone

It’s tempting to pick up the phone as soon as your company’s landline rings, but make sure you’re well prepared before you start the call.

Specifically, prepare writing utensils at hand, as you may need to take notes during the phone conversation .

Also, make sure you know what your phone does and how it works.

Ideally, you should be able to smoothly perform tasks such as using the hold function, transfer function, and adjusting the volume according to the loudness of the other party’s voice.

respond with correct wording

When answering the phone at a company, it is necessary to consider the language used.

Honorifics and honorifics that are not used in normal conversation are used, so it is important to learn them properly before answering the company phone.

I will introduce the wording that is often used in business later in detail, so please check it out as well.

What is the point of manners and how to receive telephone calls?

Next, I will explain manners and points that are useful for answering phone calls at work.

time to pick up the phone

It is common business etiquette to pick up the phone within 3 rings after the phone rings.

However, depending on the company, there may be other rules for when to pick up the phone, so be sure to check the manual.

If you can’t pick up the phone quickly, try to say “I’m sorry to have kept you waiting” when answering the phone.

Make a note of the other party’s name and purpose

When you pick up the phone, ask for the other party’s name and business.

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If the request is complicated and you can’t remember it, it’s a good idea to write it down.

In the company, there are many other tasks other than answering the phone, so if you write down not only the business but also the information of the other party, you don’t have to worry about forgetting it later.

If you can’t hear or understand the other person’s name or business, repeat it for confirmation.

Take calls as needed

If the person who called you has something to do with someone other than you, let’s relay the call.

When transferring, even if the person in charge is nearby, use the hold function so that the other party cannot hear your voice.

In addition to preventing information leaks, the hold function is also useful when you are not sure if the person in charge will be able to answer the call immediately.

If you are using the transfer function, it is OK to transfer the incoming call instead of putting it on hold and transfer it to the employee in charge.

If there is no person in charge, leave a message

If the person in charge is not at the company or cannot answer the phone immediately, ask them to leave a message as necessary.

For example, you can say, “I’m sorry, (the name of the person in charge) is out of the office at the moment. If you don’t mind, I will take your message .

put the phone down

When you have finished answering the call, gently hang up the handset. It is polite to gently press the hook of the landline phone with your finger and then hang up the handset.

If you put the handset down roughly, the other party will make a clanging sound, so don’t let your guard down just because you’ve finished answering the phone.

Don’t forget to create a message

If the employee in charge is absent, remember to write a message.

Write down the person’s company name, name, business, the time of the call, etc. on a piece of paper, and place it on the desk of the employee in charge.

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Depending on the company, there may be rules for handling message memos, so please check the manual or check with other employees.

[How to receive an incoming call] List of expressions

Finally, let’s review the language commonly used when answering the phone.

How to receive a call 1: Title

  • Partner → ○○ (name of partner)
  • myself → me
  • Other company → your company
  • my company → our company

How to receive a call 2: humble language

  • to say → say, say
  • I’m sorry → I’m sorry
  • I know → I know
  • Understood → Understood
  • How would you like to do it → How would you like it
  • I don’t understand → I don’t understand

How to answer the phone 3: Honorifics

  • say → say
  • come → come, come
  • I want you to tell me → please tell me, please tell me
  • know → know, know
  • see → see


In business, unlike in your private life, you need to be careful about how you answer the phone.

After mastering the etiquette and language introduced in this article, let’s respond to the company’s phone.

*Company names and product names mentioned are trademarks or registered trademarks of their respective companies.