Read the following telephone conversation and answer the questions that follow.

      

Read the following telephone conversation and answer the questions that follow.

Secretary: (Phone rings) Hello, Purpose Drive Secondary school, may I help you?

Caller: I want to speak to the principal.

Secretary: May I know who is calling please?

Caller: (Impatient and irritated) I have said I want to speak to the principal, period

Secretary: Excuse me I am sorry He is in a meeting with the board of management, could you please call later, Sir?

Caller: (Shouting) are you stopping me from talking to your boss, do you know who I am? Had you even heard of the supplier of your stationery?

Secretary: (Politely) Oh, Mr. Erickson? I am sorry you cannot talk to him now call after an hour or may I take a message to him please?

Caller: (Bangs the receiver)

i) Identify two instances that show the caller lack of telephone etiquette.

ii) How can you tell that the secretary observes professional conversational skills in the above telephone conversation

  

Answers


Martin
i)Telephone etiquette

-He failed to identify himself at the beginning of the call
-Talks rudely to the secretary
-Talking too loudly/shouts
-He hangs up on the secretary
-Engages in an argument with the secretary

ii)

-She identifies herself at the beginning of the call
-She is patient and courteous
-She is polite and does not shout
-Holds her cool
-She is pleasant in the entire conversation

marto answered the question on August 6, 2019 at 06:25


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