Activity Five:

• stress the importance of the receptionist
• a receptionist is your first link to the company
• review telephone etiquette: tone, clarity, voice level, asking for clarification and asking for spelling of names

Activity Six:

• role play various telephone scenarios to practice the script written in Activity Five
• interchange parts so that the student also has the opportunity to listen to you do a cold call
• as you continue to role play, change phrases so the student is given the opportunity to respond to various phrases/questions

Activity Seven:

• have the student review his message and ask if he is satisfied (note any pronunciation difficulties)

Activity Eight:

• have the student replay the message and verify the information
• discuss that the spelling of names taken from messages is not important but should be clarified when returning a call
• role-play having the student return the call

Activity Nine:

• this activity will act as a review of the entire unit
• the debriefing part of this activity will help in evaluating your student's comfort level and the skills which may need to be further developed
• you may also wish to practice some of these calls together before asking him to complete the activity independently