TY  - BOOK
AU  - Smith, David Gordon
TI  - English for Telephoning / 
SN  - 9780194579278 (Student Book with MultiROM)
PY  - 2007///
CY  - Oxford
PB  - Oxford University Press
KW  - English language
KW  - Spoken English
KW  - Study and teaching
KW  - Foreign speakers
KW  - Business English
KW  - Textbooks for foreign speakers
KW  - Telephone etiquette
N1  - 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)
UR  - https://elt.oup.com/catalogue/items/global/business_esp/express_series/work_skills/9780194579278?cc=ca&selLanguage=en
ER  -