Unit 9: Telephone Skills

Lesson 3: Work Related Telephone Skills

OBJECTIVES

1. Develop proper phone skills for speaking to a potential employee.

2. Develop proper phone skills when at work.

MATERIALS NEEDED
access to at least one telephone

most recent local Sunday newspaper

paper

pens or pencils

SUPPLEMENTAL RESOURCES
Job Search/Job Survival – A $199.00 video package by Educational Design, Inc. (1800 221-9372). The Job Search video provides dramatizations of appropriate phone skills when contacting a potential employee.

INSTRUCTIONAL FORMAT
This lesson will provide training on proper phone etiquette when looking for work and while on the job. It is important to stress that a person's presentation on the phone is a significant factor in obtaining a job. Additionally, poor phone skills at work can decrease an employee's chance for advancement or a pay raise.

1. Discuss contacting a potential employer. First, one may have to answer a want ad with a call to the company. This call might involve answering questions, obtaining information about the job, and finding out where and how to apply for the position. Second, following an interview or submission of an application, the applicant should follow up with a phone call to ask about the status of the position. This demonstrates an interest to the employer. Regardless of why the applicant is calling, it is important that he speak clearly, identify who he is, and indicate the position in which he is interested.
   
   

2. Use modeling and role-playing to provide students an opportunity to learn and practice telephone skills when contacting a potential employee. There are sample scripts below to help guide the role-plays.
   
   Role-play 1
   Employer: "Hello, Johnson Industries."
   Applicant: "Hi, my name is student's name, and I am calling about the ad in the Sunday paper for the Customer Service Representative Position." (speak clearly and state who you are and why you are calling)
   Employer: "OK, what I need you to do is come down to the office and fill out an application."
   Applicant: "Could you tell me where you are located?" (you may want to write the information down)
   Employer: "Do you know where the McDonalds® is on Main Street?"
   Applicant: "Yes, I do." (try to say more than "yeah" or "no")
   Employer: "Good, we are located right across the street."
   Applicant: "When is a good time to come by and who should I ask for?"
   Employer: "You can come by any time before 5 p.m. today, and ask for me, Fred Stevenson."
   Applicant: "Thank you Mr. Stevenson." (always be polite)
   Employer: "You are welcome."
   
   
   Role-play 2
   Receptionist: "Good afternoon, McDonnel and Associates."
   Applicant: "Hi, may I please speak to Ms. Fredrickson?" (use formal names)
   Receptionist: "Ms. Fedrickson is in a meeting right now."
   Applicant: "May I leave a message?" (ask to leave a message)
   Receptionist: "Yes."
   Applicant: "My name is student's name and I am calling about the status of the job opening as her assistant. My number is 555-1234."
   Receptionist: "OK, I'll give her the message."
   Applicant: "Thank you." (always be polite)
   
   
   Role-play 3
   Applicant: "Hello." (When you are doing a job search, answer the phone with an appropriate greeting each time you answer the phone. You may give a potential employer the wrong impression if you answer the phone with a greeting such as "Yo" or "Yea.")
   Employer: "Hi, may I speak to student's name."
   Applicant: "This is she/he." (make sure people respond in a polite way)
   Employer: "This is Ms. Fredrickson from McDonnel and Associates."
   Applicant: "How are you Ms. Fredrickson?"
   Employer: "I am fine. I have read over your application, and I am interested in having you come in for an interview."
   Applicant: "That would be great. When would you like me to stop by?"
   Employer: "How does Tuesday at 10 a.m. sound?"
   Applicant: "That sounds good. Your office is located by Evergreen School on Elm Street, right?" (don't forget to ask where you need to be)
   Employer: "That's correct."
   It is suggested that the applicant ask questions such as "Who will interview me? How long will the interview last? Should I bring anything?"
   
   

3. It is suggested that the class look at employment classifieds from the local Sunday paper and find want ads that instruct the reader to call a number for more information. Have each student make at least one call to practice the skills learned above.
   
   

4. Discuss phone etiquette at work. Different companies will have different procedures for answering the phones, directing phone calls, and taking messages. Review these basic procedures.
   
   

   • Greet the caller and indicate the organization. "Hello. This is Krueger Automotive. May I help you?"
     
     

   • If the person the caller is asking for is available, transfer the call.
     
     

   • If the person the caller is asking for is not available, ask if you can take a message. Never tell the caller why the person is not available unless they are in a meeting, with a customer, or on another line. Telling the caller that the person is in the bathroom or running errands is too personal.
     
     

   • Write down all the necessary information that your boss wants you to when taking messages.
     
     

   • If the caller is a customer who wants help from you, be as helpful as possible. Direct the caller to person who can help if you can't. Always return calls as quickly as possible if you need to get the correct information and indicated that you would call back.
     
     

   • Ask about the company's policy is on personal phone calls. A good rule of thumb is to only make or receive personal phone calls during breaks. See the unit titled Family Responsibilities for additional information. Find out about the policy regarding cell phones and pagers.
     
     

5. Practice taking phone messages. The trainer can model appropriate ways to take phone messages. It is suggested that the class decide on a company name and what information they should get for taking a message. It does not matter who the caller asks for because that person will never be in the office. The class members can critique and provide suggestions to the person answering the phone.
   
   

6. If it is feasible, it is suggested that students get an opportunity to answer phones at the program where they are receiving training. This will give them an opportunity to practice what they learned within the framework of an actual workplace's procedures.

SIGNS OF GENERALIZATION
Students use proper phone etiquette when searching or working at a job. If students can complete exercise number 3 and number 6 above, they should have the skills for future situations involving the phone and work.

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