<FOR YOUR DISCUSSION<

>Directions

Enter your response after each question or statement.

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 professionals organizational skills.

3. What should you consider when answering your managers telephone?

4. Describe how to handle a transferred call when the caller has been transferred several times.

5.

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?