1. Phone Etiquette
Prep for success 2017

2. Take Cornell Notes during the following video!
Write at least three things you think are important in the video. Be prepared to share out.

3. Phone Etiquette
Why is it important to have good phone etiquette?

4. Role Play
Volunteer????
Any suggestions????

5. Phone Etiquette Handout
Get in groups of 3 and work together to write you own script, using the handout as a guide. You will have 10 minutes.
After you have completed the handout, practice making calls using the following template:
Caller: needs to speak with ______ ______ (make up a name)
Receptionist: is polite and makes sure to take a good message
Observer: after listening, gives the receptionist at least 1 compliment and 1 suggestion about his/her phone etiquette

6. Assessment: Answer the following questions in your journal:
Within how many rings should you answer the phone?
Why should you smile even when the caller can’t see you?
What is the first thing you should say when you answer the phone?
If you need the caller to hold, what should you say?
What should be included in a message?
After writing a message, what should you do?

7. Front Desk/Reception What is a receptionist?
What are their responsibilities?
Why are they important?
Why are first impressions important?

8. Rules for a good receptionist
Keep your work area clean and organized
Sit up straight and be alert
Be aware of your physical appearance
Smile, even when speaking on the phone
Welcome guests, don’t wait for them to approach you
Make sure you are familiar with everything, the phone, any calendar or schedule customers may ask about
If you don’t know the answer find someone who does
Be comfortable talking to strangers

9. Discussion:
What would you find difficult with a position at the front desk and what would you find easy.

10. Closure
Write down at least three things you learned about phone etiquette today in your journal.