For more on the language of phone calls, turn to pages 36–41.

Dear Bettina

Small talk certainly helps to build good business relationships, but it doesn’t always have to come at the beginning of a conversation. It can occur at any point in the call, wherever it seems natural. During the call, I listen for signals that the other person would like to make small talk. This might mean that the caller mentions his or her family, mutual acquaintances, a holiday or the weather. I then ask some questions; for example: Caller: Can you send me the information by Friday? I’m off

next week. You: Holiday or business? Caller: A holiday, I’m glad to say. You: Yes, I’m sure. And where are you going? I also drop some clues about myself, as in this exchange: You: Shall I address it to the sales department? Caller: Yes, please. You: Is Mike Jones still working there? Caller: He is. You know him? You: Yes. We worked together some years ago in Munich. If I am asked a question, I give a full answer and add information, as in the following:

Caller: Have you ever been to Sicily?

You: Yes, five years ago. We stayed in Taormina — a really

nice place.

As far as the introductory words are concerned, I usually answer the phone with my full name. In some organizations, people are also asked to say where they work and to add a politeness phrase, as in: “Carl French, production department. How can / may I help you?”

More important than the words you use, though, is the way you say them. Try to sound positive and cheerful. If the caller feels welcome, it’s a good start to the relationship.

All the best

Ken