Don’t forget that the other person……
1. wants to understand you easily， so try to speak CLEARLY.
2. can’t see your reactions， so always confirm that you have （or have not）
3. can’t see you and doesn’t know what a nice person you are， so make sure you sound POLITE AND AGREEABLE.
4. hasn’t got all day， so make sure your call is BRIEF.
5. is getting an impression of your firm while talking with you， so make sure that you sound EFFICIENT —— your firm’s image may be at stake， even if you’re just taking a message.
Which of these five points do you feel least confident about if you have to make or receive a phone call in English？ How can you increase your confident， do you think？