Telephone talk

Connecting

Using the telephone

Telephone frustrstions

Identifying telephone skills from telephone language

Completing a questionnaire on telephone frustrations

Asking indirect question

Telephone for information & talking notes

Making calls

Desk work

Using the telephone

Making telephone phreases

Exchanging information on the telephone

Leaving a message

Taking a message

Handing calls

Desk work

Attitudes to using the telephone

Telephone manner

Discussing your attitude to using the telephone

Making polite telephone requests using if ＆

Could you… ？

Making telephone expressions with I'll

Dealing with incoming calls

Who's calling?

Connecting

Phones and stress

Talking calls

Discussing telephone stress

Answeringv questions about phone use

Writing down telephone numbers

Completing conversations

Taking telephone messages

Problems on the phone

Desk work

Customer complaints

Solving problems

Discussing phone usage & its usefulness

Dealing with 'chattreres'

Complaining & dealing with complaints

Toning down 'flames'

Speculating sbout a problem

Solving problems on the phone