If using the telephone makes you anxious

It's always a good idea to make some preparations before you start an important or phone call such as when you need to make a call to a business. If you sometimes get  flustered or forget what you want to say, here are some ideas that help you stay in control:

Have a pen that works and some paper near you and a flat surface to write on.

Before you start, write down:

• What you are ringing about

• Any relevant reference number, dates or amounts of money paid

During the call don't be afraid to:

• Ask for the name of the person you are talking to

• Ask the other person to repeat what they said

• Ask the other person to explain anything they have said if you didn't understand it (especially if the have used any jargon or special words)

• Repeat what the other person has said to make sure you heard it correctly