The project promoters are developing training material to impart telephone communication skills. The target group covers people with physical disabilities, new recruits as well as the proprietors of small firms. The training packages will be developed and tested in DE, ES, HU, NL and NO. The training sets will comprise documentation for teachers and trainers, audio and video cassettes, CD-ROMs, DVDs and special materials for target groups such as people with disabilities. Modules on telecommunication and the psychology of telephoning and speaking will be developed along with persuasiveness and enquiry skills plus technical knowledge. Further modules will cover understanding the spoken word and phonetics plus the basics of economic communication. The modules will offer scope for monitoring learning success, measuring quality and the certification of achievements. In the area of economic communication attention will focus on the imparting of intercultural European skills. In addition to instruction in specialist terminology and its translation into other European languages the project will consider in detail the characteristic features of national telephone etiquette. The training modules will be later used in schools, vocational schools, institutions for people with disabilities and in in-house further and continuing training. The training of call centre staff and in the telemarketing sector will benefit from the knowledge acquired and improved competitiveness, in particular that of people with disabilities, will result.