00825nam a2200145Ia 450000500170000008000230001710000230004024500330006326000350009630000140013152004800014558300190062594200180064499900170066220260716043238.0  aLRC 08.16.03 F9115  aFriedman, Nancy J.  aTelephone skills from A to Z  bCrisp Pub.aMenlo ParkUSc1995  ax, 106 p.  aPresents 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...  c3/7/00kM2LMGR  cMmF9115kLRC  c43262d43262