Answers, transcripts, and a glossary of useful phrases at the back of the Student book.

SUMMARY:

"English for Telephoning is part of the Express Series. It is an ideal course for students in employment, who want to communicate better in English.
This short, intensive course can be completed in 25-30 hours, so students make progress quickly.
English for Telephoning can be used as a stand-alone course, for self-study using the interactive MultiROM, or alongside a coursebook such as International Express..

Key Features
Engaging topics, motivating role-plays, and a variety of exercises provide a framework for each specialist subject
Tip boxes in each unit include key language points, useful phrases, and strategies
STARTER section at the beginning of each unit has warm-up and awareness-raising activities
OUTPUT sections at the end of each unit encourage discussion and reflection
Answers, transcripts, and a glossary of useful phrases at the back of each book
Self-study material on the interactive MultiROM includes realistic listening extracts and interactive exercises for extra practice." (Publisher's Website)

CONTENTS:

1. 'Shall I put you through?'

Topics Telephoning basics
Identifying yourself, getting through
Making excuses
Dealing with communication problems

Skills Using first names Giving bad news (I'm afraid, I'm sorry, actually)

2. 'Could you spell that for me?'

Topics Exchanging and checking information
Spelling over the phone
Saying email addresses

Skills How to be less direct
Active listening strategies

3. 'Let me get back to you on that'

Topics Voicemail greetings
Leaving and taking messages
Prepositions

Skills How to structure a message
Referring to previous communication (reported speech)

4. 'When would it suit you?'

Topics Making and confirming arrangements
Saying times and dates
More prepositions
Mobile phone calls

Skills Small talk
Changing an arrangement (politeness strategies)

5. 'I'm very sorry about that.'

Topics Making and sealing with complaints
A technical support hotline
Tips for telephone customer care

Skills Strategies for complaining, apologizing, and solving problems

6. 'How does that sound?'

Topics Making and reacting to proposals
Reaching agreements

Skills Talking about possibilities
Hedges (probably, I would say...)
Turn-taking

Appendix: Test yourself! Partner Files: Partner A Partner Files: Partner B Answer Key Transcripts Useful phrases and vocabulary

B1-B2 (CEFR)