How to Handle a Client Video Call in English

1 Example dialogue

Read the conversation. Then read it out loud. Try both parts.

Ana is starting a video call with a client, Richard, to discuss a project update.

Ana Hi Richard, can you hear me OK?
Richard Yes, loud and clear. Sorry, my camera's being a bit slow today.
Ana No problem at all. Thanks for making the time. Shall we start with a quick update, and then look at the timeline?
Richard Sounds good.
Ana Great. So, the first part of the project is finished, and the second part is about 70% done.
Richard Sorry, you broke up a bit there. Did you say 70%?
Ana Yes, 70%. Sorry about that. Is everything clear so far?
Richard Yes, that's clear. When do you think it'll be finished?
Ana By the end of next month. To sum up, then: I'll send you the new timeline today, and we'll speak again on the 15th. Does that work for you?
Richard Perfect. Thanks, Ana.

These are the most useful phrases from the dialogue, with what they mean and when to use them.

“Can you hear me OK?”
The classic way to start a call. Check the sound before you start.
“Thanks for making the time.”
A polite way to thank someone for joining. It shows you know they are busy.
“Shall we start with..., and then...?”
Use this to give a short plan (agenda) for the call. Clients like to know what will happen.
“Sorry, you broke up a bit there.”
Use this when the connection is bad and you didn't hear something. "Break up" means the sound was cut.

UK / US: Americans also say "You cut out." Both are common.
“Is everything clear so far?”
Check understanding during the call, not only at the end.
“To sum up, then...”
Use this near the end of the call to repeat the main points and the next steps.
“Does that work for you?”
A polite way to check the client agrees with a date, time or plan.

Answer each question out loud, not in your head. Use the key phrases. If you can, record yourself on your phone and listen back.

Start a video call with a client. Check the sound and thank them for joining.
Give a short agenda for a 30-minute call using "Shall we start with..., and then...?".
The connection is bad and you missed a number. What do you say?
Summarise a call: say what you will do, what the client will do, and when you will speak again.
Think of a real client call you have soon. Practise the first and last minute out loud.

Many learners make these mistakes in this situation. Here is the natural version.

Not: Do you hear me?

Say: Can you hear me OK?

"Can you hear me?" is the natural question. "Do you hear me?" can sound like an angry parent!
Not: I will make an update for you.

Say: I'll give you a quick update.

We "give" an update, not "make" one. Also, use "I'll" in speech — "I will" can sound too strong.
Not: OK, bye. (end the call)

Say: To sum up, I'll send the timeline today. Does that work for you? Thanks, speak soon.

Always end with a short summary and next steps. It looks professional and avoids confusion later.
Not: Repeat, please.

Say: Sorry, could you say that again?

"Repeat, please" sounds like an order. Add "sorry" and "could you" to sound polite.

Lesson created with PlanwiseESL.