Introduction:

Building up confidence: overcoming the difficulty of telephoning in a foreign language.

Handling stress while taking or making a call.

Preparing for a telephone conversation:

Clarifying objectives.

Structuring a telephone conversation.

Using the telephone effectively.

Making contact: taking and leaving messages.

Asking for information.

Making and changing arrangements.

Dealing with problems and complaints.

Recorded information and answerphones.

Simulation of real telephone calls:

Role-play, class discussion and feedback from the tutor.