Telephoning

The telephone is an important tool for personal, school, and business use because of the rapid communication it permits. Therefore, there is need to reinforce personal speaking and listening abilities regarding telephone use.

Before Telephoning

Students could brainstorm ideas about basic telephone etiquette and generate a list such as the following:

• answer the telephone as quickly as possible
  
• identify yourself immediately when receiving or placing a call
  
• keep the call brief and the talk relevant
  
• show respect for the listener's time and give full attention to the conversation
  
• offer to take a message if the call is for another person and record the message in writing
  
• treat every caller politely and professionally
  
• be helpful and co-operative
  
• prepare for receiving and placing calls by planning what you might say and anticipating what you might hear (e.g., list dates, write down important questions, keep standard message pads as well as important reference material near the telephone)
  
• follow up telephone conversations with notes or letters, when appropriate.

While Telephoning

Students must have authentic reasons for telephoning when they are practising their skills in the English language arts classroom. Reasons can include the following:

• to inquire about suitable times and dates for a trip to the museum, as a follow up to a unit in historical fiction
  
• to plan a visit to a senior citizens' home for an "adopt a grandparent" reading program
  
• to order materials for a research report or other project
  
• to order class tickets to a theatre performance
  
• to inquire about details concerning a class trip
  
• to invite or arrange for a community speaker, author, or storyteller to come to the class.

While telephoning, the student should practise the techniques previously established by the class.

After Telephoning

As soon as possible after telephoning, students should complete a self-assessment form based upon criteria established prior to their placing the call. A sample checklist follows.

Sample Telephone Self-assessment Checklist

Student's Name:

Date:

Person Spoken To:

Reason for Call:

1. Was I polite and professional?
2. Did I identify myself immediately?
3. Was I prepared with notes and a note pad?
4. Did I attend to the listener?
5. Did I show respect for my listener?
6. Did I keep the call brief and on topic?
7. Did I double check my facts?
8. Did I follow up on the conversation with a note or letter?