The following situation describes a fairly commonplace business telephone conversation. In the space provided at the right, critique what is going on, noting both effective and ineffective techniques used by each speaker. Then answer the probe questions at the end of this exercise.
Probes
1. What was accomplished by Dallin's greeting?
2. What did Kristine fail to do in her opening remarks?
3. What information did Kristine need to make this a successful conversation? How well prepared was she?
4. How well did Dallin handle the call? What, specifically did he do well?
5. What would you do differently if you were Kristine? If you were Dallin?
6. Did you notice the ways Dallin reassured the customer? Why is that important?
7. How was the overall efficiency of this call?