Let’s Talk . . . Telephone Tactics for Better Business (video and CD)

Produced

• 2003

Key Features

One 35-minute DVD-R or VHS video and one Windows/Macintosh hybrid CD-ROM. © 2003.

Prices include public performance rights.

ISBN Number: 0-7365-4935-8

The business world has changed tremendously in the past 50 years. So have many of the ways businesses communicate. Despite advancing technology, however, one communication tool remains a constant: the telephone. Using it competently and courteously is vital to customer and client satisfaction. This two-part series is designed to help students and professionals improve their telephone skills and understand the impact that both good and bad phone etiquette can have on the bottom line of any business. A teacher’s guide is included with both programs.

Combining the video’s tutorial examples with the reinforcement of practical exercises on the CD-ROM, this interactive series will prepare students and professionals to:

• Make outgoing and receive incoming calls
• Conduct effective and efficient telephone calls in a business environment
• Take control of a conversation and direct it towards a specific purpose
• Use tone, pitch, and inflection to an advantage when speaking on the phone
• Make a positive impression over the telephone
• Properly compose and deliver a voicemail announcement and message

The material in both the video and the CD-ROM correlates with the National Language Arts Curriculum Standards and the National Business Education Standards.

The Let’s Talk . . . Telephone Tactics for Better Business Series Includes :

• Every Call Counts (video)
• It's Your Call (CD-ROM)

Every Call Counts (Closed-captioned VHS or DVD-R video)

This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don’ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail. By viewing a wide variety of role-playing examples and behavior-modeling opportunities, students and professionals will gain a better understanding of the skills needed to communicate effectively over the phone. ( 35 minutes; ISBN Number:  0-7365-4936-6)

It’s Your Call (CD-ROM)
This CD-ROM is designed to complement the key lessons presented in the Every Call Counts video by providing interactive exercises and reinforcement activities. Students will be able to practice proper telephone techniques, make decisions that drive the direction of a role-play scenario, and view the repercussions of both good and bad phone etiquette. (ISBN Number:  0-7365-9924-X; One Windows/Macintosh CD-ROM and printable teacher’s guide. © 2003)
Features include:

• 12 realistic scenarios that allow students to fine-tune their phone skills
• An interactive scenario related to each of the Dos and Don’ts discussed in the video
• Immediate feedback for all activities to reinforce key content from the video
• Interactive glossary with key words and phrases