Power skills | Phone calls
Call of duty
In a world where people often avoid speaking on the phone, handling conversations well can be a major strength
Words Sophie Cross Illustrations Shutterstock
These days, DMs and voice notes are more commonplace than telephone calls in social circles, so it’s no wonder that so many people can feel apprehensive about speaking on the phone when they enter the workplace. The pressure can feel even more intense when dealing with clients’ financial queries or sensitive accounting matters.
However, with the right preparation and technique, phone conversations can become one of your most valuable professional tools. Here, we break down the essential skills needed to field calls confidently and productively, so you can go from phone-phobe to phone pro.
STEP 1
Prep before the phone rings
Create your professional environment
Set up a dedicated workspace free from distractions. Keep essential materials within arm’s reach: client files, calculator, notepad and access to accounting software. A quiet, organised environment will put you in the right mindset for professional conversations.
Master your opening
Develop a consistent greeting that includes your name, company and a warm tone of voice. For example: “Good morning, this is Sarah from ABC Accounting Services. How can I help you today?” Practise this until it becomes natural. Your opening will start the conversation off on the right foot.
Organise your resources
Have quick-reference guides for common queries you receive. You can create a simple template for taking messages that includes caller details, urgency level and any specific requirements.
STEP 2
Active listening techniques
Give your full attention
Resist the urge to multitask during calls. Close unnecessary computer programmes and put away your mobile. Active listening requires complete focus – callers can sense when you are distracted and it’s off-putting.
Use verbal confirmations
Use phrases such as “I understand”, “That's correct” and “Let me make sure I’ve got this right”. These acknowledgements show you are engaged and help prevent misunderstandings. Repeat key information back to the caller: “So you’re saying the invoice total should be £1,250 excluding VAT?”.
Ask clarifying questions
Don’t guess if something isn’t clear. Ask specific questions: "When you say ‘recent expenses’, are you referring to this month or this quarter?” This will prevent mistakes later.
STEP 3
Managing information
Take comprehensive notes Write down everything during the call – names, dates, amounts and specific requirements. Use a consistent format so you can quickly find information if the caller rings back. Include the date, time and the caller's contact details on every note.
Structure complex information For complicated queries, break information into categories: immediate actions required, information needed from the client and follow-up tasks. This will help you to provide clear summaries and next steps.
Confirm understanding Before ending any call, summarise what you have discussed and what happens next: “Right, I’ll send you the VAT return draft by Thursday and you’ll review it over the weekend for Monday’s submission. Is that correct?”
STEP 4
Handling difficult situations
Stay calm under pressure When clients are frustrated about deadlines or confused about requirements, maintain a steady, professional tone. Use phrases such as “I can see why this would be concerning” to acknowledge their feelings without taking responsibility for problems outside your control.
Know your limits Be honest about what you can and cannot answer immediately. It is perfectly acceptable to say: “That’s a great question and I want to give you accurate information. Let me research this and call you back within two hours.”
Escalation procedures Understand when to involve supervisors or senior colleagues. Requests outside your authority should be escalated promptly and with the correct details.
STEP 5
Professional call management
Control call duration Keep conversations focused and productive. Politely redirect irrelevant chat back to business matters: “It sounds like you’ve had a busy week! Now, regarding your quarterly returns...” This respects everyone’s time while maintaining rapport.
End calls properly Always confirm next steps and timeframes before ending calls. Thank the caller and invite future contact: “Thank you for calling. Please don’t hesitate to ring if you need anything else.”
Follow-up actions Do what you say you will do. If you have promised to email documents or return a call, do so within the agreed timeframe.
STEP 6
Building long-term confidence
Practise regularly You can play out common scenarios with colleagues or mentors to practise and refine your skills. Explain complex accounting concepts in simple terms – this skill proves invaluable when dealing with clients who lack financial expertise.
Learn from each call Keep a brief log of challenging calls and how you handled them. Note what worked well and what you would do differently next time. This reflection builds competence and confidence over time.
Seek feedback Ask supervisors to occasionally listen to your calls and provide constructive criticism. Regular feedback helps identify areas for improvement before they become habits and it’s good to get used to taking calls in front of others.
Every finance professional started where you are now. Phone skills develop with practice and each successful call builds your confidence for the next. Focus on being helpful, accurate and professional. Your technical knowledge will grow with experience, but these fundamental communication skills will serve you throughout your career.
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