Mastering Chinese Phone Calls: Etiquette and Essential Phrases

Phone communication remains a vital part of both personal and professional life in China. Whether you’re confirming a meeting, reaching out to a friend, or navigating customer service, understanding the nuances of Chinese phone etiquette and having a repertoire of common phrases is crucial. Unlike face-to-face interactions, phone calls rely entirely on voice, making clarity and appropriate language even more important.

Starting the Call: Greeting and Identification

The beginning of a call sets the tone. In Chinese, it’s standard practice to identify yourself early on.

• Hello: The most common way to answer or start a call is 喂 (wéi). While it might sound abrupt to English speakers, it’s the standard equivalent of “Hello?” on the phone in Chinese. Alternatively, simply stating your name is also acceptable, especially in a business context: 您好，我是[Name] (Nín hǎo, wǒ shì [Name]) – “Hello, this is [Name].”
• Asking Who’s Calling: If you’re answering and need to know the caller’s identity, you can politely ask:
  • 请问您是哪位？(Qǐngwèn nín shì nǎ wèi?) – “May I ask who is calling?” (More formal)
  • 请问你是谁？(Qǐngwèn nǐ shì shuí?) – “Excuse me, who is this?” (Less formal)
• Identifying Yourself: It’s polite and necessary to state who you are, especially if the person you want isn’t available:
  • 您好，我是[Name] (Nín hǎo, wǒ shì [Name]) – “Hello, this is [Name].”
  • 我是[Company Name]的[Your Name] (Wǒ shì [Company Name] de [Your Name]) – “I’m [Your Name] from [Company Name].”

During the Conversation: Core Communication

Once the pleasantries are exchanged, the main purpose of the call unfolds. Clarity and courtesy are key.

• Stating the Purpose: Clearly explain why you’re calling.
  • 我想找[Name]。(Wǒ xiǎng zhǎo [Name].) – “I’d like to speak to [Name].”
  • 我想咨询一下关于…的事情。(Wǒ xiǎng zīxún yíxià guānyú… de shìqing.) – “I’d like to inquire about something regarding…”
  • 我想确认一下我们的会议安排。(Wǒ xiǎng quèrèn yíxià wǒmen de huìyì ānpái.) – “I want to confirm our meeting arrangements.”
• Asking for Clarification: If you don’t understand something, politely ask for repetition or explanation.
  • 不好意思，请您再说一遍好吗？(Bù hǎoyìsi, qǐng nín zài shuō yí biàn hǎo ma?) – “Excuse me, could you please repeat that?”
  • 您可以讲慢一点吗？(Nín kěyǐ jiǎng màn yìdiǎn ma?) – “Could you please speak a little more slowly?”
  • 我没听清楚，您是说…吗？(Wǒ méi tīng qīngchu, nín shì shuō… ma?) – “I didn’t catch that clearly, did you say…?”
• Requesting Action or Information:
  • 麻烦您帮我转接一下[Department/Name]。(Máfan nín bāng wǒ zhuǎnjiē yíxià [Department/Name].) – “Could you please transfer me to [Department/Name]?”
  • 您可以告诉我…的电话号码吗？(Nín kěyǐ gàosù wǒ… de diànhuà hàomǎ ma?) – “Could you tell me the phone number for…?”

Handling Common Situations

• If the Person is Unavailable: The called party might say they are unavailable or will call back.
  • 他现在不在。(Tā xiànzài bù zài.) – “He/She is not here right now.”
  • 他一会儿打给你。(Tā yíhuǐr dǎ gěi nǐ.) – “He/She will call you back in a bit.”
  • 我可以留言吗？(Wǒ kěyǐ liúyán ma?) – “Can I leave a message?”
• Taking a Message: If someone asks you to take a message:
  • 好的，我会转达的。(Hǎo de, wǒ huì zhuǎndá de.) – “Okay, I will pass on the message.”
• Being Put on Hold: The caller might need to put you on hold.
  • 请稍等。(Qǐng shāo děng.) – “Please hold on.”
  • 不要挂电话。(Bùyào guà diànhuà.) – “Please don’t hang up.”

Ending the Call: Polite Closures

Concluding a call politely is just as important as starting it well.

• Common Closing Phrases:
  • 谢谢您的时间。(Xièxiè nín de shíjiān.) – “Thank you for your time.”
  • 那就这样，再见。(Nà jiù zhèyàng, zàijiàn.) – “Alright then, goodbye.”
  • 辛苦了，再见。(Xīnkǔ le, zàijiàn.) – “Thank you for your effort, goodbye.” (Often used after a long or helpful call)
• Saying Goodbye:
  • 再见。(Zàijiàn.) – “Goodbye.”
  • 拜拜。(Bái bái.) – “Bye bye.” (More casual)
• Hanging Up: The person who initiated the call typically hangs up first, although it’s becoming more flexible. Saying goodbye before hanging up is standard.

Cultural Tips for Phone Etiquette

• Formality: Business calls generally require a higher level of formality, using 您 (nín) instead of 你 (nǐ) and more polite structures.
• Patience: Phone lines can sometimes be unclear or busy. Patience and clear enunciation are appreciated.
• Directness vs. Indirectness: While getting to the point is valued, a brief polite preamble is still common, especially with people you don’t know well.
• Tone: Maintaining a calm and respectful tone is crucial, as non-verbal cues are absent.

Mastering these phone phrases and understanding the etiquette helps ensure your conversations are productive and respectful. Practice these expressions to build confidence. For more practical guides on using Chinese in daily life scenarios, explore our Chinese Knowledge Hub . Engaging in real-world practice, such as conversation sessions, can significantly improve your fluency and comfort with these interactions.