Center for Curriculum and Transfer Articulation
Professional Telephone Techniques
Course: OAS107

First Term: 1994 Fall
Lecture   1 Credit(s)   1 Period(s)   1 Load  
Course Type: Occupational
Load Formula: S

Description: Proper telephone techniques and professional business manners

MCCCD Official Course Competencies
1. Describe why professional telephone skills are important. (I)
2. Demonstrate professional telephone technique. (II)
3. Utilize telephone skills for placing and receiving calls in a simulated environment. (III)
4. Demonstrate proper procedures for transferring, screening, and holding calls in a simulated environment. (III)
5. Demonstrate professional business manners in handling difficult calls. (III)
MCCCD Official Course Outline
I. Importance of Telephone Skills
   A. Communication with others
   B. Sales tool
   C. Enhancement of work satisfaction
II. Professional Techniques
   A. Effective listening
   B. Pronunciation and articulation
   C. Knowledge of company`s products, services, and personnel
   D. Effective message-taking
III. Simulated Telephone Exercises
   A. Placing and receiving calls
   B. Transferring, screening, and holding calls
   C. Handling difficult calls
MCCCD Governing Board Approval Date: 2/22/1994

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.