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1. The importance of telephone etiquette (15 mins) |
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Frame of mind
Basic 5 manners
Cushion words Message slip |
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2. Answering incoming call(30 mins) |
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- The timing of answering phone
- Protocol of answering call
- Putting through the line to the others
- Answering transferred call
- Role play
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3. Putting through the line (20 mins) |
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When s/he is engaged in another line
When s/he is out for meeting
When s/he is out Role play |
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4. Making a call (20 mins) |
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Organize yourself (5W3H)
Protocol of making a call Role Play |
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5. Dealing with troubles (20 mins) |
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- If the other party doesn’t tell her/his name
- If you cannot catch what s/he said
- Urgent calls
- Dealing with claims
- Role play
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6. Leaving messages on an answer machine (15 mins) |
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What do you say? Organize yourself Role-play |
＊ Ideal class size: 5~10 pax |
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| What our participants says: |
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It provided tips on the do’s and don’ts while using the telephone. Useful for the business context. |
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It was useful to understand proper telephone etiquette. |
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Well structured with good role play practices. |
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They were comprehensive and adequately detailed. |
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