Unit 9: Telephone Skills

Lesson 2: Asking for Information

OBJECTIVE

1. Develop skills to effectively obtain information over the phone.

MATERIALS NEEDED
access to at least one telephone

telephone book

most recent local Sunday newspaper

paper

pens or pencils

INSTRUCTIONAL FORMAT
This lesson will provide students the opportunity to practice communicating on the phone to get information. It is suggested that students complete the lesson on "Communication Skills" in the Social Skills unit if they need to improve their communication skills. Trainers should use the instruct, model, role-play, and feedback method of training. Listed below are some basic training steps and suggestions for information to obtain over the phone. Once students have mastered the skill in the classroom, they should be given the opportunity to make an actual call to obtain information.

1. Use the following training steps to provide instruction and model how to find information over the phone.

   1. Decide who to call to get the information.

   2. Look up the number in the phone book or call directory assistance.

   3. Make the phone call.

   4. Greet the person who answers.

   5. Say something like, "Can I speak to someone who can tell me about...?"

   6. Wait to see if the person to whom you are speaking can provide the information or whether you are directed to someone else.

   7. Once you know you are speaking to the person who is willing to provide you information, ask the person questions to get the information you need.

   8. If needed, write the information down on paper.
      
      

2. The following is suggested information that people can get over the phone.

   • Find out when a business is open.

   • Call to find the price of a product (movie ticket, product advertised in a magazine, newspaper subscription)

   • Find out whether the local library has a book you want.

   • Find out if a sale item in the newspaper is still in stock.

   • Find out the cost of a sale item in the newspaper at another store.

   • Find a want ad that instructs the reader to call a number to find out more information.

   • Call a place of business and get directions.

SIGNS OF GENERALIZATION
Students are able to get information over the phone independently. Trainers may periodically test the students by asking them to find information over the phone in the context of a work setting.

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