|
*
Introduction
* Brainstorming when the skill could be used.
* Identify the steps of the skill
Caller’s
Behavior
• Identify who you are and state the reason you are
calling
• When asked, provide a day and time for the appointment
• When asked, provide any necessary information
• Be sure you have given your name and telephone
• Thank the person for making the appointment
Reception Desk
Behavior
• Use a business like manner when answering the telephone.
• Determine why the caller needs an appointment.
• Provide the caller with a day and time you have
available.
• Ask the caller for any other important information
• Be sure to get the caller’s telephone number.
• Restate the information back to the caller.
• Close the conversation by stating “We will
look forward to seeing
you.”
Practice: Use
the attached sheet for this group activity.
Use a copy of an appointment book page for the practice.
Rubric
for the Role Plays
Student
(Speaker)____________________________ Student (Subject)____________________________
Date: _____________________ Observer's
Name:___________________________________________
| Observations: |
No |
Yes |
| Did the speaker use
a business like manner when answering the telephone? |
|
|
| Did the speaker determine
why the caller needs an appointment? |
|
|
| Did the speaker provide
the caller with a day and time that were available? |
|
|
| Did the speaker ask
the caller for any other important information? |
|
|
| Did the speaker get
the caller’s telephone number? |
|
|
| Did the speaker restate
the information back to the caller? |
|
|
Did
the speaker close the conversation by stating “We
will look forward to seeing you?" |
|
|
Score/Points |
|
|
Additional
Comments: _______________________________________________________________________
_________________________________________________________________________________
|