Self check Section 4
The optional self check tests your understanding of the topics covered in this section.
- List three or more elements that would demonstrate a professional attitude when responding to inquiries.
Your answer should include three of the following: courtesy, initiative, commitment, tolerance, trust, time awareness.
- Which one of the following demonstrates a professional telephone manner?
The correct answer is b, which conveys the impression of a friendly and professional organisation.
- Which of the following responses demonstrate an unprofessional telephone manner?
Response c would convey an unprofessional image. You should politely ask for spelling, then read it back to confirm.
- List three items that could be part of message-taking protocol
Your answer should include three of the following:
- Full name
- Name of organisation
- Telephone number and area code
- Message to be relayed
- Time and date of message
- Name of message taker.
- List some of the communication policies and procedures that may apply in your workplace.
Examples could include:
- Use of the telephone policy
- Email policy
- Procedure for booking a videoconference
- Any other polices and procedures in your workplace that relate to how you communicate with clients and others, or the use of communication equipment.
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