1.      Telephoning basics: identifying yourself, getting through

2.      Making excuses

3.      Dealing with communication problems

1.      Exchanging and checking information

2.      Spelling over the phone

3.      Saying email address

1.      Voicemail greetings

2.      Leaving and talking messages

3.      Prepositions

1.      Making and confirming arrangements

2.      Saying times and dates

3.      More prepositions

4.      Mobil phone calls

1.      Making and dealing with complaints

2.      A technical support hotline

3.      Tips for telephone customer care

1.      Making and reacting to proposals

2.      Reaching agreements

1.      The email screen

2.      Email structure

3.      Subject lines

1.      Register

2.      Formal/informal phrases

3.      Abbreviations

4.      Correct spelling

1.      Writing to colleagues

2.      The advantages and disadvantages of email

3.      Polite language

1.      Writing to colleagues

2.      Talking about deadlines and taking action

3.      Common verb-noun phrases

1.      Informing and replying

2.      Colloquial phrases and contractions

3.      Quoting from previous emails

4.      Being diplomatic

1.      Typical phrases for making arrangements

2.      Prepositions of time

3.      Saying you’re sorry