ABSTRACT
It is hard to imagine a world without the phone. There are many reasons why a caller may be reluctant to begin to speak, example, unsure of what to say, frightened that they may say the wrong thing, and unfamiliar with using the phone. Abuse over the phone can come in many forms, example, the person who swears, throws out personal insults, heavy breathers, those who try to engage one in discussions of a sexual nature. While on the subject of emotions, it is amazing what people are able to express in an email message – phrases they might never dare to use face to face, over the telephone or in a letter. In the UK, millions of email messages are sent each year and whether they contain vital information or junk mail, all have one aim – to communicate information.
