Skills Checklist
Using the telephone: Preparation for a call.
Desk preparation

Have the following available:
        Relevant documentation/ notes
        Correspondence received
        Computer files on screen
        Pen and paper
        Diary

Check time available:
How much time do you need?
How much time do you have?

Objectives:
Who do you want to speak with?
In case of non-availability, have an alternative strategy:
        Call back/ be called back- when?
        Leave a message
Speak to someone else
Write or fax information

Do you want to:
Find out information?
Give information?

Introduction
Do you need to refer to
        A previous call?
        A letter, order, invoice or fax?
        Someone else (who)?
        An event (what? When?)

Prediction
What do you expect the other person to say to you?
How will you respond?

Language
Key phrases
Pronunciation
Spelling