Friedman, Nancy J. creator text Menlo ParkUS Crisp Pub. 1995 monographic x, 106 p. Presents basic telephone courtesies, for example, being friendly before you know who it is; saying: please..., thank you..., you're welcome. Shows how to handle telephone conversation problems e.g. the slow/fast speaker, irate callers, foreign accents. Identifies behaviours to avoid in telephoning e.g. chewing gum, rushing callers. Lists 5 forbidden expressions - I don't know; just a second; no (at the beginning of a sentence); we can't do that; and, you'll have to... 3/7/00 M2LMGR LRC 08.16.03 F9115