Business Phone Calls

1. Understanding how another person feels
4. To sort out a problem so it is fixed
5. A list of names and phone numbers
8. Paying full attention to what someone says and showing you understand
10. Casual words used with friends but not in a professional setting
11. To make something clear, or to ask someone to explain it again
12. A number that connects you to one person or room inside a large building's phone system
13. A short reminder or note that helps you remember what to say
16. Earphones with a small microphone that you wear on your head to make calls hands-free
17. Passing a message on from one person to another
20. Sending a caller through to someone else
23. A recorded message left for you when you can't answer the phone
24. The main system that receives all the calls and sends them to the right people

1. To pass a problem to someone more senior, like a supervisor
2. Polite, respectful and well-mannered
3. Describes an alphabet that uses words like Alpha and Bravo to make letters clear
5. When you phone someone back because they called you earlier
6. A list of names and phone numbers
7. The part of a phone you pick up and hold to your ear and mouth
9. Keeping private information safe and not sharing it with people who shouldn't know
14. Easy to read (used for handwriting)
15. Special words used by one job or group that other people may not understand
18. A time booked to see someone, such as a doctor or a meeting
19. To turn your microphone off so the other person can't hear you
21. A question you ask to find something out
22. To pause a call so the caller waits while you find help or information