Excellent Telephoning

TITLE

TOPICS

USEFUL LANGUAGE AND SKILLS

DURATION

Shall I put you through?
Telephoning basics: identifying yourself, getting through making excuses Dealing with communication problems
Using first names
Giving bad news (I’m afraid, I’m sorry, actually)
2 hours
Could you spell that for me?
Exchanging and checking information
Spelling over the phone
Saying email addresses
How to be less direct
Active listening strategies
2 hours
Let me get back to you on that.
Voicemail greetings
Leaving and taking messages
Prepositions
Voicemail greetings
Leaving and taking messages
Prepositions
2 hours
When would suit you?
Making and confirming arrangements
Saying times and dates
More prepositions
Mobile phone calls
Small talk
Changing an arrangement (politeness  strategies)
2 hours
I’m very sorry about that
Making and dealing with complaints
A technical support hotline
Tips for telephone customer care
Strategies for complaining, apologizing, and solving problems
2 hours
How does that sound?
Making and reacting to proposals reaching agreements
Talking about possibilities
Hedges (probably, I would say …)
Turn-Taking
2 hours