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Admin. Procedures -- Telephone Etiquette & Procedures

Main Core Tie

Digital Business Applications
Strand 3 Standard 1

Time Frame

3 class periods of 60 minutes each

Group Size

Pairs

Life Skills

  • Communication
  • Employability

Authors

Traquel Dayley

Summary

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


Materials

Attachments

Websites

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


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

Attachments

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

Websites

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


Assessment Plan

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

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.


Bibliography

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


Created: 09/03/2003
Updated: 02/05/2018