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ERIC Number: ED378430
Record Type: Non-Journal
Publication Date: 1994-Jul-8
Pages: 65
Abstractor: N/A
Reference Count: N/A
Customer Service/Telephone Communications.
Fletcher, Karen
This document is the facilitator's edition of a curriculum designed to be presented as a four-session workshop for customer service and credit department employees of a manufacturing company. It was developed by educators from the Emily Griffith Opportunity School. The workshop is designed around a basic communication model incorporating the three components of listening, discussing, and acting. It reviews communication skills that workshop participants may already have and offers strategies that may be used in more complicated situations. All of the materials and learning activities presented are applicable to both telephone and face-to-face communication and are designed to reinforce listening and conflict resolution skills. Each of the 4 workshop sessions included is designed to be competed in 2 hours. The primary objectives of the four sessions are as follows: identify communication difficulties and introduce the basic communication model; define and practice "active" listening techniques; identify and practice discussion/problem-solving strategies, including effective responses to criticism; and identify and practice techniques to conclude conversations, follow through on promised actions, and resolve conflict. Each section contains some or all of the following: objective, list of materials needed, detailed outline of procedures for facilitators to use in conducting activities, student handouts, and flipcharts. (MN)
Emily Griffith Opportunity School, 1250 Welton Street, Denver, CO 80204 ($18.20).
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Teachers
Language: English
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Denver Public Schools, CO.