introduction who's who in dffective telephoning Unit 1 first contacts preparing for a telephone call key vocabulary about telephoning preparing and making calls Unit 2 the right person explaing the purpose of a call opening calls opening calls Unit 3 an unexpected call receiving calls and taking messages leaving messages,hangling numbers struring information on the phone Unit 4 what's the message? structuring a message leaving messages,handling numbers structuring information on the phone Unit 5 handling information giving feedback,echoing,clarifying asking for repetition,clarification,responses exchanging and responding Unit 6 communication …… Unit 7 making plans Unit 8 solving plans Unit 9 hangling complaints Unit 10 closing a call
