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1、c35::Jw0Unit::J5'CDiJOnthePhone::T0::J'CDLearningObjectivesAftercompletingthislesson,studentsshouldbeableto:-answerthephone;-asktobeconnected;-putsomeonethrough;-leavemessages;-dealwithproblemsbytelephone.BusinessProfileTipsandTechniquesofTelephoningTodaytheInternetisthemediumofchoicewhenresearc
2、hinginformationortryingtotrackdownproductsandservices,butnomatterhowmuchinformationpeoplecanfindontheInternet,soonerorlatertheywillhavetopickupatelephonetofindanswerstotheirspecificquestionsorarrangefortheservicestheyneed.Whethercallinggovernmentagencies,doctor'soffices,specificserviceorganizati
3、ons,orinsurancecompanies,morelikelythannotsomewherealongtheway,peoplearegoingtohaveafrustratingexperience.Therearealwaysstoriesaboutpeoplewhohavebeenrude,peoplewhodon'tseemtocare,peoplewhodon'treturnphonecalls,peoplewhosoundasiftheycamefromMars,peoplewhosoundliketheywanttohelpbutjustdon'thavethe
4、answerswearelookingfor.Nomagicsolutionsexistthatwilleliminateallthedifficultiesinfindinginformation,makingappointments,orgettingacrossinformationthatsooftengreetusonthetelephonethesedays,butthereare"tricksofthetrade"thatpeoplewhodotelephoneresearchonaregularbasisandthosewhoprovidetelephonesuppor
5、tcanteachus.TheBig3•Beprepared.Avoidstartingtheprocesswhenyou'rerushed.Relax!Makesureyouhaveabigpadofpaper,apen,aglassofwater,andareasonableamountoftime.•Don'tgiveup.Youhavetherighttogetinformationandrespectfulservice.Bepersistentandpatient.Realizethatsometimesitwilltaketencallstofindoutwhatyouw
6、ant.Noonepersonororganizationhasalltheanswers.•Trynottoputpeopleonthespot.Itmakesthemdefensive.Rathertrytoenlisttheirsupport.Remember,youusuallycatchmoreflieswithhoneythanwithvinegar.BeforeYouPickupthePhone•Reviewwrittenmaterialfirst,ifatallpossible.Underlinekeypoints,ornamesandphonenumbersofpeo
7、pleandorganizationsyouthinkyou'llwanttocall.•Makealistofquestionsforeachencounter.Writethemdown.•Beclearaboutwhatinformationyouneed.Ifyoucan'texplainwhatyouwant,howcansomeoneelsetellyouwheretofindit?•Establishasystemforyours
