The business world has changed tremendously in the past 50 years. So have many of the ways businesses communicate. Despite advancing technology, however, one communication tool remains a constant: the telephone. Using it competently and courteously is vital to customer and client satisfaction. This two-part series is designed to help students and professionals improve their telephone skills and understand the impact that both good and bad phone etiquette can have on the bottom line of any business. A teacher’s guide is included with both programs.

Combining the video’s tutorial examples with the reinforcement of practical exercises on the CD-ROM, this interactive series will prepare students and professionals to:

• Make outgoing and receive incoming calls

• Conduct effective and efficient telephone calls in a business environment

• Take control of a conversation and direct it towards a specific purpose

• Use tone, pitch, and inflection to an advantage when speaking on the phone

• Make a positive impression over the telephone

• Properly compose and deliver a voicemail announcement and message

The material in both the video and the CD-ROM correlates with the National Language Arts Curriculum Standards and the National Business Education Standards. A Cambridge Educational Production. (Video and CD-ROM)