Telephone English: includes phrase bank and role plays

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'Telephone English' is a book to help your learners to become more effective on the phone. Speaking on the telephone is one of the most common types of communication for many of our students. It's also one of the most difficult for them. This resource is designed to help students improve their listening skills. This resource is aimed at pre-intermediate to intermediate level students. Table of contents: * Essentials (answering the phone, making and taking calls, reasons for calls, leaving messages, taking messages, asking the caller to wait, asking for repetition and clarifying, ending the call) * Everyday phone calls (booking hotels and restaurants, booking transport, dealing with telephone problems, recording information and phone menus, leaving voicemail messages) * Telephone skills (sounding friendly and polite, planning a call, telephone manner, small talk, formal and informal) * Phone calls with customers and colleagues (making appointments, inviting people, confirming arrangements, a conference call) * Commercial phone calls (placing an order, solving problems, complaining and handling complaints, selling in the phone) * Student role plays * Listening scripts * Phrase bank * Answer bank