Unit 1 "Making contact" - Key point 1 "Getting through"
Unit 1 "Making contact" - Key point 2 "Beginning and ending calls"
Unit 1 "Making contact" - Key point 3 "Repetition and clarification"
Unit 2 "Managing Calls" - Key point 4 "Getting through to the right person"
Unit 2 "Managing Calls" - Key point 5 "Leaving and taking messages"
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