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.