3. Say Why you are calling good morning / /good afternoon / good evening Say who you are

4. When you have to answer the phone, there are 3 important things to remember: Say your telephone number and who you are, eg. 'Jane speaking.' Never say, "Mum/Dad, or any other adult you live with,… is out". Say "----- can't come to the phone right now - may I take a message?" Always write down messages including phone numbers and organise with your family where the messages are to be put, eg. by the phone or on the fridge.

5. Please /thank you must talk quietly not to cry should listen to peoplenot to interrupt speak ill of friends /relatives /strangers