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.