(Optional) Demonstrate telephone etiquette.

Demonstration should include

  • identifying when it is appropriate to use the phone
  • comparing the use of a personal phone vs. a business phone
  • identifying oneself and the employer’s name (i.e., place of business) when making or answering a call
  • stating the purpose of the call and with whom you wish to speak, if making the call
  • establishing a professional voicemail greeting
  • taking a message. 

Process/Skill Questions:

  • What is the workplace policy for using your personal phone on the job?
  • What basic information should you collect and have organized before placing a telephone call?
  • What is the proper way of introducing yourself when answering or making a call?
  • What type of information should always be included in a phone message?
  • When should you communicate verbally rather than text? 

Teacher Resources: