Hello everyone! It's another week for us to return to Tip Top Trading with Anna and office stories through the audio series of BBC Learning English – English at Work. In the last audio, Anna was criticized for her unprofessional telephone communication style. In this week's audio, we will join a special TRAINING session with Denise and see what lessons Anna takes away from this class.

When answering the phone, a curt reply can be seen as rude, especially in a corporate environment. The opening line does not necessarily have to be elaborate or lengthy; sometimes, a simple natural greeting with a cheerful attitude, along with basic information about the company/department and oneself, is enough to convey professionalism. To help Anna feel more confident, Denise envisioned a few common scenarios for her to prepare in advance. For example, when a CALLER wants to speak with a colleague but they are unavailable or can't take the call, the RECEIVER should offer assistance by taking a message or at least getting the caller's information to notify their colleague. Depending on the CONTEXT and PURPOSE of the call, the receiver will behave differently, yet regardless of the circumstances, TELEPHONE ETIQUETTE is clearly shown through a calm, positive, and polite demeanor. In this week's audio, we once again meet Mr. Lime, the VIP client of Tip Top Trading, who was very impressed with Anna after her presentation and professionalism. However, this time when Mr. Lime contacted Anna, his demeanor seemed unprofessional and impolite when suggesting a private lunch. Everyone, let's listen closely to see Mr. Lime's intentions this time, and how Anna will handle this special situation!