Phone and Mail English

frequenza settimanale al lunedi' a partire dal 16 novembre. orario 18.30 - 20, previsti piccoli gruppi

TELEPHONE and MAIL ENGLISH

Preparing to make a phone call – Taking notes, making sure you know what you want to ask

Receiving calls – Presenting yourself & the company

Taking and leaving messages – Asking for information, confirming information

Spelling names and addresses – Confirming information, asking for clarity

Numbers – Correct pronunciation

Asking for and giving repetition – Diverse ways to ask for clarity

Making arrangements – Asking for details

Changing arrangements – Giving details

Problem solving on the telephone – Effective ways of communicating

Complaints – Managing difficult situations

Ordering on the telephone – Giving details, repetition

Ending a call - salutations

MAIL ENGLISH

Informal letters – Structure and language

Formal letters – Structure and language

Greeting and salutations – Formal and informal, different styles and standards

Address positioning – Styles, type of letter

American and British preferences – Language, greetings

Structure of a letter – Introduction, body, conclusion. Direct and getting the point across

Emails – informal/formal/neutral language – Type of language used

Abbreviations

Brief overview of grammatical structure – Grammar revision – formal vs. informal forms.

Linking words – How to link ideas

Highlighting information – Giving emphasis to important points

Complaining and apologising – Formal and informal