If you are a non-native English speaker and make telephone calls as part of your work, then this book is for you. By applying the suggested guidelines, you will stand a much greater chance of making an effective telephone call. You will learn how to: * prepare for a call both psychologically and from an English language point of view * receive calls (if you work on reception) * leave messages * find out about another company and talk about your own company * chase people (i.e. people who have not followed up your requests) * deal with difficult calls and callers, and improve your telephone manner * use the telephone while working on a help desk or helpline * resolve language difficulties (i.e. when you cannot understand the other person's English) * improve your pronunciation * use resources on the Internet to improve your listening skills The book concludes with a chapter of useful phrases. There is a brief introduction for trainers on how to teach telephone and helpdesk skills within a Business English course.