Telephones in the Workplace

Educational Objective: The student will demonstrate a knowledge of use if the telephone in a business setting.
Language Arts Standard: 8th Grade Speaking Applications 1.3 Student will organize information to achieve particular purposes by matching the message, vocabulary, voice modulation, expression and tone to the audience and purpose.

Materials Needed:
The Prop Box with two phones
Brainstorm Form
Appropriate Rubric: One for each student to complete during each role play. To download the student rubric, click here

To download Telephone Memo Form, click here

The Lesson:

• Identify Need
• Introductory Activity
• Define Steps and Sequences of Skill

1. Answer the phone promptly.
2. Use a pleasant voice. (Put a smile in your voice.)
3. Answer the phone at home by saying “hello.” Answer a business phone by stating the name of the business, then state your name. “Dr. Coleman’s office. This is John. How may I help you?”
4. Listen carefully to the caller.
5. Find the person the caller wants, direct the call to voice mail or take a message. (Use a memo form.)
6. Repeat back the information to make sure you recorded it correctly.
7. Say “Goodbye” and wait for the caller to hang up the phone before you hang up your receiver.

• Model the Skill
• Role Plays/Classroom Discussion
• Applications
• Independent Uses

Rubric for the Role Plays

Student (Speaker)____________________________ Student (Subject)____________________________

Date: _____________________ Observer's Name:___________________________________________

Social Skill: ___________________________________

Observations: Did the student.. No Yes
Answer the phone promptly,    
Use a pleasant voice. (Put a smile in his/her voice.)    
Answer by stating the name of the business, then state your name    
Listen carefully to the caller.    
Find the person the caller wants, direct the call to voice mail or take a message.    
Repeat back the information to make sure you recorded it correctly.    
Say “Goodbye” and wait for the caller to hang up the phone before you hang up your receiver.
    
Score or Points
    

Additional Comments: __________________________________________________________________

________________________________________________________________

Return to Downloads


Additional Standards:

6th Grade
Reading Standards
1.5 Understand shades of meanings in related words.
2.7 Make reasonable assertions about a text through accurate, supporting citations

Writing Strategies
1.1 Choose the form of writing (e.g. personal letter, poem or narrative) that best suits the intended purpose.

Speaking Applications:
2.4 Offer a logical sequence of information and engage the listener, foster an acceptance of an idea.

7th Grade
 Reading Standards
2.1 Understand and analyze the differences in structure and purpose between various categories of informational materials.

Speaking Applications:
1.2 Determine a speaker’s attitude toward a subject.
1.6 Use speaking techniques, including voice modulation , inflection, tempo, enunciation and eye contact for effective communication.

8th Grade
Reading Standards
3.4 Analyze the relevance of the setting (e.g. place, time, customs) to the mood, tone and meaning of text.

Writing Strategies
2.5 Present information purposely and succinctly and meet the needs of the intended audience.

Speaking Applications:
1.2 Paraphrase a speaker’s purpose and point of view and ask relevant questions concerning the speaker’s content, delivery and purpose.
1.3 Organize information to achieve particular purposes by matching the message, vocabulary, voice modulation, expression and tone to the audience and purpose.

See Telephone Devices


Return to Skills List
Return to Literature 6th
Return to Literature 7th