1.Explain the importance of demonstrating the communication skills needed for effective use of the telephone.
2.Discuss how preparedness when placing a call demonstrates an office professional's organizational skills.
3.What should you consider when answering your manager's phone?
4.Describe how to handle a transferred call when the caller has been transferred several times.
5.Which two questions are you attempting to answer when screening calls?
6.What guidelines should you consider when using a speakerphone?
7.Distinguish between primary and secondary emotion when handling an angry caller.
8.What are three advantages and three disadvantages of using voice mail?
9.Identify fundamental practices that should be considered to improve voice mail interactions.
10.What should you consider if you are having difficulty in making an international call?

After watching the video on Telephone Etiquette please answer the following questions:

1.What are the phone etiquette points they provide?
2.What is the best way to handle an upset customer? Explain your answer thoroughly.
3.How should you handle personal calls at work?

Please respond to the following questions. Mark your answers clearly.
1.Briefly explain any three specific situations where listening will be an important part of your life.
2.Describe the steps in the listening process.
3.How is listening defined in your text?
4.Explain four listening principles that are discussed in your text.
5.List three tangible benefits of effective listening in the workplace.
6.Discuss several ways listening differs from hearing.
7.Identify the note-taking style described in the text that you find most-effective to increase your understanding. Explain why this style works for you.
8.Describe when you would use each of the response styles and how you would know whether or not each was effective.