Business Telephoning in Practice (Business English in Practice)

Business Telephoning in Practice is aimed at non-native speakers of English working in business who need to speak on the phone in English.

The eBook is part of the Business English in Practice Series published by Workplace English Training E-Platform (http://www.workplace-english-training.com). 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

Another publication by Workplace English Training E-Platform (http://www.workplace-english-training.com), “Business Telephoning: Functional Language Reference Sheets,” is recommended as an accompaniment to this eBook.

Business Telephoning in Practice is a very practical guide for anyone working in business that needs to attend use English on the phone.