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Esse mapa conceitual, produzido no IHMC CmapTools, tem a informação relacionada a: G1_Sofia_Joao, Telephoning phone calls make arrangements, phone do not make people feel like they are bothering us, Structure make sure other person knows how to contact, Telephoning take/leave message Structure, complaints state that the problem has been solved, phone voice pleasant and positive, make arrangements spell numbers and names, if a time is convinient or not for example May twenty-eighth, two thousand and eight, make arrangements say if a time is convinient or not, complaints try apologize, if a time is convinient or not for example 2 p.m. 6.30 - half past six, complaints give explanations, complaints promise action, phone do not wait for people to ask for help, phone speech very clear, polite and organised, complaints offer help, Structure say who you are and who are leaving the message, Telephoning phone calls complaints, make arrangements confirm an arrangement, Structure explain the messge step by step