Introduction 2
Who's who in Effective Telephoning 4
Unit 1 First contacts 6
Unit 2 The right person 12
Unit 3 An unexpected call 18
Unit 4 What's the message? 26
Unit 5 Handling Information 32
Unit 6 Communication breakdown 36
Unit 7 Making plans 42
Unit 8 Solving problems 48
Unit 9 Handling complaints 54
Unit 10 Closing a call 60
Vocabulary ＆ notes 66
Listening tapescript 81
Answer key 99
VCD transcript 112