Telephone Skills: Handling Customer Complaints - Functional Language Reference Sheet

Telephone Skills: Using Standard Telephone Phrases - Functional Language

Telephone Skills: Bad News - Making a Cancellation – Functional Language Reference Sheet

Telephone Skills: Passing on Messages to Clients - Functional Language Reference Sheet

Telephone Skills: Telephone Communication Problems Part 1 (a Bad Line) - Functional Language Reference Sheet

Placing, Changing and Canceling Orders - Functional Language Reference Sheet (Telephone Skills)

Teleconferencing - Communication Problems – Functional Language Reference Sheet (telephone skills)

Buying Time - Dialogue 1 Transcript and Vocabulary Glossary  (Telephone skills, Handling difficult requests or last minute requests, politely saying 'no', giving yourself more time to act)

Chasing up Payment on the Phone - Functional Language Reference Sheet (telephone skills)

Taking Telephone Messages - Functional Language Reference Sheet (telephone skills, taking messages)

Cold Calls – Arranging a Meeting - Functional Language Reference Sheet (telephone skills, sales)

Giving Advice and Making Suggestions: Functional Language Reference Sheet

Offering Help: Functional Language Reference Sheet

Making Polite Requests - Functional Language Reference Sheet

Accepting and Refusing Business Invitations - Functional Language Reference Sheet

Expressing Opinions and Agreement - Functional Language Reference Sheet

Expressing Likes, Dislikes and Preferences - Functional Language Reference Sheet (expressing different degrees of like and dislike, making comparions, comparing things)

Extract from a Performance Appraisal

Giving and Receiving Verbal Instructions - Functional Language Reference Sheet

Clarifying and Confirming Verbal Instructions - Functional Language Reference Sheet