Task 2

Instructions: The following task is to be submitted to your teacher in one of the two ways described below.

To return work by email

To return work by mail

To save and finish later

You have overheard Alan's last phone call to a client and you are concerned. This is what you heard....

It is time to discuss with Alan his telephone etiquette (or the lack of it).....

a) List the concerns you have about Alan's telephone manner.

b) What guidance are you going to give Alan about how he should handle business calls?

c) What are the key elements of telephone etiquette?

d) Look at the Swaggies procedures on Answering the Phone (p26). Devise a mindmap that covers the key elements of these procedures. Imagine you will be giving this to Alan to guide him in telephone etiquette.

NB: This part can be completed in Word or Publisher or by hand. Don't forget to include it when submitting you task to your teacher.

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