Richards David. Business Telephoning in Practice

Workplace English Training E-Platform, 2012. — 294 p.Business Telephoning in Practice is aimed at non-native speakers of English working in business who need to speak on the phone in English.
It provides learners of English with comprehensive lessons teaching both the key language of telephoning and the skills necessary to conduct a telephone conversation in English effectively. The lessons are aimed at elementary to higher-intermediate level learners of English.
Each lesson includes realistic telephone dialogues, followed by clear explanatory notes focusing on key language points with a particular emphasis on standard telephone phrases, as well as speaking skills.
Lessons on the following topics are included:
Using Standard Telephone Phrases
When Someone is Unavailable
Taking Telephone Messages
Passing on Messages to Clients
Asking and Confirming Information
Checking Back and Confirming Information
Enquiries and Requests
Requesting Information
Dealing with Persistent Callers
Giving Bad News: Making a Cancellation
Buying Time
Chasing up Payment on the Phone
Placing, Changing and Cancelling Orders
Finalizing Agreements
Reporting Back
Cold Calls – Arranging a Meeting
Telephone Sales Techniques
Customer Service on the Phone
Handling Customer Complaints
Handling Difficult Requests
Telephone Communication Problems Part 1 (a Bad Line)
Telephone Communication Problems Part 2 (an Unclear Message)
Teleconferencing: Communication Problems
Internal vs External Calls
Controlling Techniques