Answering a Phone Call

Prepare for the Call

Know Who’s Calling (If Possible):

• If you have caller ID, check to see who’s calling before answering. If it’s someone you know, you may feel more comfortable picking up. If it’s an unknown number, it’s okay to decide whether you want to answer or let it go to voicemail.

• Tip: If you don't recognise the number, it's okay to wait for the voicemail or screen the call. You can always return the call when you're ready.

Prepare Yourself Emotionally:

• Take a moment to assess how you're feeling. If you’re feeling very anxious, take a few deep breaths to calm yourself before answering. You might also want to have a sensory item nearby (like a stress ball or fidget toy) to help ground you during the call.

• Tip: If you know the call might cause anxiety, practice some grounding techniques like deep breathing or using a calming object.

Answer the Phone

Pick Up the Call:

• When you're ready, answer the phone by saying "Hello" in a calm voice. If you're not ready to speak right away, it’s okay to take a deep breath before you respond.

• Tip: If you feel too anxious to say "Hello" right away, you can wait a second before picking up and just say “Hello” when you're comfortable.

Identify Yourself:

• If you're not sure who’s calling, it’s okay to ask, "Who is this, please?" or "Hi, this is [Your Name]. Who am I speaking with?" This can help you get more control over the conversation and reduce anxiety about the unknown.

• Tip: Having a script like, "Hello, this is [Your Name]," can make it easier to start the call.

Understand the Purpose of the Call

Listen Carefully:

• Pay close attention to what the caller says. If they start speaking too quickly or the information is unclear, it’s okay to ask them to slow down or repeat what they said.

• Tip: If you don’t understand something, say, “Could you repeat that, please?” or “Sorry, I didn’t catch that. Can you say it again more slowly?”

Take Notes:

• If the conversation involves important details (like a schedule or information you need to remember), have a piece of paper or your phone nearby to jot down key points. This can help reduce the pressure to remember everything and give you something to refer to later.

• Tip: If you’re worried about forgetting, keep a notepad by the phone to write down key details as the person talks.

Responding to the Call

Keep the Conversation Simple:

• Respond to the caller based on what they’ve said. If you’re unsure what to say, don’t hesitate to ask for clarification or repeat what you’ve heard.

• For example: “I understand you’re asking about [topic]. Let me think for a moment.”

• Tip: If you’re nervous about what to say, try to keep your responses short and clear. You can always ask them to hold while you gather your thoughts or check something.

Ask Questions If Needed:

• If the call is about something you don’t fully understand, ask questions to clarify. For example, "Can you explain that a bit more?" or "What exactly do you need from me?"

• Tip: It’s okay to take time before answering a question. If you need a moment to think, it’s perfectly fine to say, "Give me a second to think about that."

Take Pauses When Needed:

• If you're feeling overwhelmed, it’s okay to pause the conversation. You can say, "I need a moment to think," or "I’m not sure, let me check and get back to you."

• Tip: Pauses are normal in conversations. Don't feel like you need to speak continuously—it's okay to take breaks as needed.

Ending the Call

Let the Person Know the Conversation is Ending:

• Once the conversation is wrapping up, it’s helpful to know when to end the call. You can say something like, “It was nice talking with you,” or “Thank you for your help.”

• Tip: If you’re unsure when the conversation is over, you can ask, “Is there anything else you need from me?” to help close the conversation.

Politely Say Goodbye:

• When the call is done, say “Goodbye” or “Thanks again, goodbye.” It’s important to have a clear end to the conversation to help you feel more comfortable.

• Tip: If the caller ends the conversation first, that’s okay. If you’re nervous about hanging up, wait for them to say goodbye first.

After the Call

Decompress:

• After the call, take some time to relax and process the conversation. If the call caused you anxiety, take deep breaths or use a calming technique to help calm your body and mind.

• Tip: Give yourself a moment to reflect on the call. It’s okay if it didn’t go perfectly—just acknowledging that you made it through the call can be a great accomplishment.

Review Key Information:

• Go over any notes you took during the call to ensure you didn’t forget anything important. If you need to follow up on anything, write it down so you don’t forget.

• Tip: Set reminders for any actions you need to take after the call, like returning a message or completing a task.

Additional Tips for Managing Anxiety During Calls

Use a Call Script: If you find phone calls stressful, it can help to write out a simple script beforehand. For example:

• “Hello, this is [Your Name]. How can I help you?”

• “Sorry, I didn’t understand. Can you repeat that?”

• “Thank you for your time. Goodbye.”

Use Text or Email if Possible: If the phone call feels too overwhelming, you can let the caller know that you prefer to communicate by text or email instead. It’s okay to set this boundary to make things easier for you.

Practice Regularly: If phone calls are difficult, practicing with a trusted friend or family member can help you get used to the process. Role-playing common phone call scenarios can build confidence.

Final Thoughts

By following these steps, you can manage phone calls with more ease and confidence. It’s important to remember that you can take control of the situation and adjust the conversation to suit your needs. Each time you handle a phone call, you’re building valuable communication skills.