Question Title

* 1. Name, required (first & last)

Complete the following activities to apply what you have learned  and to improve your phone etiquette .

First, find a partner or study buddy. This person should also be willing to role-play different types of calls with you and provide con­structive, honest feedback about your performance on  the call.  If you do not have a partner, you may complete scenarios 1 and 2 by record­ing yourself and completing a self-analysis of your skills or setting up a call with your instructor.

Second, call your partner and, using the scenarios  provided,  leave a message or have a conversation with this person.

Third, have your partner listen to and critique your work in each scenario using the statements on the next page as a guide. These state­ ments are meant to help your partner provide meaningful feedback about what you did well and what you could improve.

1.    My partner sounded upbeat and friendly.

2.    My partner's tone of voice conveyed interest and professionalism.

3.    My partner was clear. She or he did not mumble, talk too long, or send confusing instru ctions.

4.    When it was necessary to put the call on hold, my partner asked for permission.

5.    While on the call, my partner gave me undivided attention.

6.    My partner avoided any side conversations while we were on the phone.

7.   My partner did not interrupt me.

8.    My partner slowed her or his rate of speech when providing or verifying information.

9.   My partner said "please" when making requests and "thank you" when appropriate.

10.   My partner thanked me for calling (or for taking her or his call) at the beginning of the call and when ending the call.

11.   My partner expressed understanding and empathy during the call.

12.   My partner minimized background noise.

13.   If I was angry, my partner gave me time to express my concerns before providing a possible solution.
Workout Scenario 1

A prospective employer left you the following  message:  "Hello,  this is Amy Chan from Zenia, Inc . I'd like to schedule an interview with you. Could you please call me back at the number on on the appli­ cation form?" You don't know what Amy's position in the company may be. She may be an assistant or the hiring manager herself.

Return Ms. Chan's call.
Workout Scenario 2

You read an online ad for a position in sales that instructed interested candidates to submit applications  online. You've  done this,  but a friend who works for the company told you the hiring manager, Ms. Washington, likes people to show  initiative.  Call  Ms.  Washington and leave her a message about your recently submitted application.
Workout Scenario 3

Using Scenario 2, have your partner play the role of Ms. Washington and answer your phone call.
Workout Scenario 4

You work at a busy office and are the person responsible for answering calls. Have your partner call you and practice answering the phone, asking the caller to hold, and then taking a message.
 Workout Scenario 5

You work at a busy office as a customer service representative. A caller is very upset because the person she or he has been trying to reach (the manager) isn't available and hasn't returned calls. You've been given instructions never to put customers through to the manager and only take messages. Have your partner play the angry customer who wants  to reach the manager and do your best to handle the call.

Question Title

* 2. Consider your own performance and /or the feedback you received from your partner. In which phone skills are you most confident? Which will require more practice? Write a brief analysis of your experience below:

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