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Admin. Procedures -- Telephone Etiquette & Procedures

Life Skills:

  • Communication
  • Employability

Time Frame:
3 class periods that run 60 minutes each.

Group Size:
Pairs


 

Summary:
This lesson addressed proper telephone etiquette and procedures. Assignments and instruction is interactive and students have several experiences to share.

Main Curriculum Tie:
Digital Business Applications
Standard 3 Objective 1

Students will incorporate the professional use of digital audio.

Materials:

Attachments

Web Sites

  • Telephone Manners
    This site gives very general information on telephone manners. Good for an introduction or review.
  • Telephone Etiquette
    Addresses how to answer the phone, tips for talking on the phone, and gives good dialogue examples.

Student Prior Knowledge:
Students have a lot of knowledge about the phone. They need to connect what they currently know and what they do on the phone with the new tips that will make them more effective on the phone while at work.

Intended Learning Outcomes:
Students will identify appropriate and inappropriate behaviors on the phone. They will be able to give feedback to someone on appropriate phone behavior.

Instructional Procedures:
Students are guided through information using the text and an interactive PowerPoint to take notes. Watch video Telephone Etiquette: Your Line to Success

Attachments

  • Telephone_Etiquette.wpd
    Activity worksheet giving students an opportunity to apply the techniques learned for taking a message.

Web Sites

Assessment Plan:
One option for assessment is the quiz provided. Teacher can read the questions orally and have students fill in their answer sheet. Or it can be written.

Attachments

  • Phone_Etiuqette_Quiz.pdf
    This worksheet can be used with OR WITHOUT the video Telephone Etiquette: Your Line to Success from CEV 1-800-922-9965 or www.cev-inc.com

Bibliography:
Office Skills: The Finishing Touch, Second Edition, Chapter 8, Southwestern Educaitonal Publishing, ISBN - 0-314-20550-0

Author:
Traquel Dayley

Created Date :
Sep 03 2003 12:03 PM

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