If you are a non-native English speaker and make telephone calls as
part of your work, then this book is for you. By applying the
suggested guidelines, you will stand a much greater chance of
making an effective telephone call. You will learn how to: *
prepare for a call both psychologically and from an English
language point of view * receive calls (if you work on reception) *
leave messages * find out about another company and talk about your
own company * chase people (i.e. people who have not followed up
your requests) * deal with difficult calls and callers, and improve
your telephone manner * use the telephone while working on a help
desk or helpline * resolve language difficulties (i.e. when you
cannot understand the other person's English) * improve your
pronunciation * use resources on the Internet to improve your
listening skills The book concludes with a chapter of useful
phrases. There is a brief introduction for trainers on how to teach
telephone and helpdesk skills within a Business English course.
General
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