Shall I put you through?
2 HOURS

Telephoning basics:
  • Identifying yourself
  • Getting through
  • Making excuses
  • Dealing with communication problems
  • Using first names
  • Giving bad news

Could you spell that for me?
2 HOURS

  • Exchanging and checking information
  • Spelling over the phone
  • Saying email addresses
  • How to be less direct

  • Active listening strategies

Let me get back to you on that.
2  HOURS

  • Voicemail greetings

  • Leaving and taking messages

  • Prepositions
  • Voicemail greetings

  • Leaving and taking messages

  • Prepositions

When would suit you?
2  HOURS

  • Making and confirming arrangements

  • Saying times and dates

  • More prepositions

  • Mobile phone calls
  • Small talk

  • Changing an arrangement

I’m very sorry about that
2  HOURS

  • Making and dealing with complaints

  • A technical support hotline

  • Tips for telephone customer care
  • Strategies for complaining, apologizing, and solving problems

How does that sound?
2  HOURS

  • Making and reacting to proposals
  • Reaching agreements
  • Talking about possibilities

  • Hedges (probably, I would say …)

  • Turn-Taking