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.
