6 ways to improve your communication skills during phone calls

In a world where people often avoid speaking on the phone, handling conversations well in your future accounting roles can be a major strength.

With the right preparation and technique, phone conversations can become one of your most valuable professional tools. Here are the essential skills needed to field calls confidently and productively:

1. Prep before the phone rings

Set up a dedicated workspace free from distractions. Keep essential materials within arm’s reach such as client files, calculator, notepad and access to accounting software. A quiet, organised environment will put you in the right mindset for professional conversations.

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.

You should 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.

2. Use listening techniques

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 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?’ Don’t guess if something isn’t clear. Ask specific questions as this will prevent later mistakes.

3. Take notes throughout the conversation

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.

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.

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?’.

4. Stay calm during difficult conversations

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.

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’. The caller will respect this a lot more if you’re honest and are willing to find a resolution.

It’s important to understand when to involve supervisors or senior colleagues. Requests outside your authority should be escalated promptly and with the correct details.

5. Maintain professional call management

Keep conversations focused and productive, while politely redirecting 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 whilst maintaining rapport.

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’. Also, do what you say you will do. If you have promised to email documents or return a call, do so within the agreed timeframe.

6. Build long-term confidence

You can play out common scenarios with colleagues or mentors to practise and refine your skills. Explain complex accounting concepts in simple terms as this skill proves invaluable when dealing with clients who lack financial expertise.

Make time to learn from each call and 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.

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 over time and each successful call builds your confidence for the next. Focus on being helpful, accurate and professional.

Further reading

The power of peer mentoring: top tips for learning from the students around you

AAT on a budget: how to manage study costs, from textbooks to exam fees

5 ways to develop your leadership skills from day one

Sophie Cross is the Editor of Freelancer Magazine and a freelance writer and marketer at Thoughtfully.