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Esse mapa conceitual, produzido no IHMC CmapTools, tem a informação relacionada a: G17_Bárbara_Filipa, Conversation Try to Help, Complaints offer help, Conversation Be Polite, Arrangements Set Date, Message How to Structure, Conversation Try to Smile, Structure details Subject, Information Confirm/give Numbers, Phone How to handle Conversation, Conversation Be Organised, Telephoning Deal with Complaints, Conversation Be Professional, Complaints to sympathize, Complaints Promising action, Phone Details, Telephoning Make Arrangements, Arrangements Set Place, Conversation Take notes, Complaints stating Present a solution, Structure details Caller