Telephone Etiquette and Taking Messages

Expected Outcomes

Stage 3
Unit 4 Assignment 4

Stage 4 Academic
Unit 1 Assignment 9

Stage 4 Employment
Unit 7 Assignment 2, 3

DescriptionPen and Paper Method

1. The students will create a number of scenarios that an administrative assistant/operator/secretary/co-worker might encounter. A blackline master entitled, Telephone Scenario Outline has been provided for the students. They will know what kinds of information to put into their messages.

2. Once the scenarios have been created, the students should form groups of two. One person will be the caller and the second person will be the company’s representative. Before beginning the call, the company representative should be informed which company is to be represented. As the scenario unfolds the company representative then makes up the information needed. Keeping in mind the use of proper telephone etiquette.

3. The person taking the message will record the conversation on an overhead projector.using a blackline master entitled, Message Frame.

4. The message recorder will also be engaged in the conversation. The message reader's conversation should not be written into the scenario. The purpose of the activity is to learn how to reply with acceptable responses. Proper telephone etiquette should be used during the course of the conversation.

5. A class discussion about the message taken should follow the conversation.

Sub-skills Needed:

1. Discussion strategies
2. Note taking strategies

Materials Needed

1. Copies of the scenarios on the blackline master entitled, Telephone Scenarios.

2. Copies of the blackline master entitled, Message Frame - copied onto overhead film.

Resources

Ramos-Urbano, Regina. Learn to Earn: A Self-Directed Job Search Guidebook For Manitobans. Winnipeg: Employment Projects for Women Inc., 1997.

Bertram, Chris, Judy Johnson, and Frances Molaro. ESL Job Search Handbook Second Edition. Winnipeg, MB: Settlement and Adult Language Training Branch Manitoba Culture, Heritage and Citizenship, 1998




















Computer IntegrationComputer Integration

The students will create their own form for taking messages. The form should be one with which they feel comfortable, and it should include the prompts that they feel are most important for efficient message taking.

See Computer Curriculum Guide:

Start Microsoft Word Section One, Pg. 1
Enter Text in a Document Section One, Pg. 11
Apply Bold, Italic or Underline Section Two, Pg. 5
Check Spelling and Grammar Section One, Pg. 18
Change Font, Font Sizes, and Colours Section Two, Pg. 15
Draw Objects Using the Drawing Tools Section Three, Pg. 1
Creating Paragraph Border Section Two, Pg. 22
Bullets Section Two, Pg. 28
Save a Document Section One, Pg. 13
Preview and Print a Document Section One, Pg. 14

Evaluation

Speaking Rubrics and Checklists
  • Speaking Rubric
  • Speaking Rubric II
General Rubrics and Checklists
  • Rubric Template
Employment Rubrics and Checklists
  • Telephone Effectiveness Checklist

Back Index Next