Part I Warm-up

Work in pairs. There are twelve telephone tips. Choose the correct words from the list to fill in the blanks.

interrupting; pretend; clearly; distractions; argue; Schedule; polite; documents; lengthy; hear; advance; misunderstood
  1. Know the purpose of your call in advance.
  2. Make sure you have all the documents you'll need before you dial.
  3. Schedule a specific time for calls.
  4. Get rid of all distractions: turn off the radio, television, etc.
  5. Listen carefully and confirm that you have understood each point. Don't pretend you have understood when you haven't.
  6. Let others speak and try to avoid interrupting.
  7. Speak slowly and clearly; try to avoid speaking with a strong accent.
  8. Don't argue! Whenever possible, use the optional choice method. (Ask which is better, Monday or Tuesday? Morning or afternoon? Ten a.m. or eleven a.m.?)
  9. Make sure you sound polite and agreeable.
  10. Make sure your call is brief. Try to avoid lengthy calls.
  11. Don't try to be funny—you may be misunderstood.
  12. Smile while you are talking. Your listener can "hear" your smile.