It's easy, isn't it - just pick up the phone and dial. That might be OK in your social life, but using the telephone as a business tool requires a lot more skill. You are the faceless voice representing your organisation, and to help clients, to get information, to deal with angry callers - and do the rest of your job efficiently - you need some basic techniques for using the telephone. From guiding the conversation using listening and questioning, to mobile phone etiquette, this book introduces you to telephone practices essential to your working life.