Official Course Description: MCCCD Approval: 02/22/94
OAS107 19946-99999	LEC	1 Credit(s)	1 Period(s)
Professional Telephone Techniques
Proper telephone techniques and professional business manners. Prerequisites: None.

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MCCCD Official Course Competencies:
OAS107   19946-99999	Professional Telephone Techniques

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)

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MCCCD Official Course Outline:
OAS107   19946-99999	Professional Telephone Techniques

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

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