1. wants to understand you easily, so try to speak CLEARLY.

2. can't see your reactions, so always confirm¹ 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 AGREEABLE².

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 stake³, 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?