This document is one of a series of student workbooks developed for workplace skill development courses or workshops by Mercer County Community College (New Jersey) and its partners. Designed to help customer service employees who use the telephone in a hospital, this telephone tips course discusses dealing politely and effectively with callers and provides tips for making calls. The materials for the 4-hour course include a course outline, objectives, a topical outline, a telephone management checklist, and the following information sheets: quality patient service, the importance of the telephone in the hospital, telephone courtesy, letting your voice smile, voice self-assessment, your voice inflection, answering business calls, addressing the caller, planning and placing business calls, placing calls on hold, transferring calls, taking telephone messages, and ending a conversation. (KC)