TY  - BOOK
AU  - Friedman, Nancy J.
TI  - Telephone skills from A to Z
PY  - 1995///
CY  - Menlo ParkUS
PB  - Crisp Pub.
N2  - 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
ER  -