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Esse mapa conceitual, produzido no IHMC CmapTools, tem a informação relacionada a: Bárbara_Filipa, Structure Say Who we are, Complaints offer help, Conversation Try to Smile, Conversation Be Polite, Telephoning Deal with Complaints, Arrangements Read Dates, Conversation Be Professional, Clearly Or An answering machine, Complaints Be Sympathise, Phone Pay attention to Details, Message Use Prepositions, Details Does he/she leaves a message, The time For example 6.30- Half past six 0.00- Midnight, Details Does he/she get Through, Arrangements Read The time, Dates What it means to a British Person, Complaints stating the resolution of the problem, Conversation Try to Listen, Complaints Explain What you are doing, Day,Month,Year for example 01.02.2008 the first of February two thousand and eight