I write out a little speech or notes sometimes if I'm having trouble with the phone. That gives me a little more courage and helps me stay better focused. But I only do phone with people/situations I care about and if I care (insurance, friends/relatives, appointments I want to make for repair people or stuff like that) that helps motivate me too. Those who know me will know how I feel about talking on the phone and those people who don't know me are usually "official" and I can write my little speech with my account numbers, name, address, and what I want and read it and just keep insisting on getting the answer I want, not like they can surprise me much or get blood from a turnip :-)