《电话交流技能》以《中高职衔接商务英语专业标准》和《电话英语技能》课程标准为编写依据，以就业为导向，并充分考虑中高职学生教育的年龄特点和认知水平。

教材采用大量的商务电话作为材料，帮助学生获取足够的感性知识，同时体现“内容教学”的特点，展示了一个真实的商务活动的面貌。教材内容具体丰富，涉及商务活动多方面的话题，具有很强的实用性，能满足中高职学生今后用英语从事商务工作的需要。本教材由上海市工商外国语学校陈文珊主编。

Unit 1 Receiving and Responding to Calls

1. Opening and Closing* (Telephone Conversations 1 -5)

2. Identifying Cailer's Needs & Providing Information* (Telephone Conversations 6 - 10)

3. Connecting and Transferring Calls* (Telephone Conversations 11 - 15)

4. Voice Mail & Taking Telephone Messages* (Telephone Conversations 16 - 20)

5. Providing Information & Explanation (Telephone Conversations 21 - 25)

6. Delivering Messages (Telephone Conversations 26 - 30)

7. Dealing with Complaints (Telephone Conversations 31 - 35)

Unit 2 Making Calls

1. Completing Simple Business Tasks* (Telephone Conversations 36- 40)

2. Completing More Complicated Business Tasks* (Telephone Conversations 41 -45)

3. Discussing Business Issues (Telephone Conversations 46- 50)

4. Establishing Business Relations (Telephone Conversations 51 - 55)

5. Seeking Information about Products & Services (Telephone Conversations 56 - 60)

6. Seeking Information about Prices & Contracts (Telephone Conversations 61 -65)

7. Negotiating with Clients (Telephone Conversations 66- 70)

Unit 3 The Telephone System

1. The Telephone

2. Landline Telephones

3. Mobile Phones

4. Internet Telephones

5. TelePhone Functions

6. Domestic Telephone Systems

7. International Telephone Systems

8. Basic Telephone Skills and Techniques