ERIC Number: ED368975
Record Type: RIE
Publication Date: 1994
Telecommunications in the Workplace.
Burt, Lorna; Lewandowski, Carol
This guide is intended for use in conducting an eight-session workplace literacy course that will help employees in the manufacturing and service industries acquire necessary job-specific telephone usage skills. The instructional materials included in the guide are designed to teach students to accomplish the following: use professional answering skills and effective listening skills, recognize different caller behaviors and types of calls, handle difficult callers, respond to callers' needs, screen and transfer calls, return customer calls promptly, and solve caller problems to the best of their ability. Presented first are lists of course objectives and topics. The remainder of the guide consists of eight sections of learning activities dealing with the following topics: telephone answering techniques; question techniques for gathering information; effective listening; caller behaviors; types of calls; and procedures for returning calls, handling (negotiating with) difficult callers, and transferring calls. (MN)
Publication Type: Guides - Classroom - Teacher; Tests/Questionnaires
Education Level: N/A
Audience: Teachers; Practitioners
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Mercer County Community Coll., Trenton, NJ.
Note: For related documents, see ED 351 578-599 and CE 066 398-418.