1. Avoid interrupting
2. Screening Calls and Taking Messages
2.1. Screening Calls
2.2. Giving information
2.3. Taking messages
3. Outgoing Telephone Calls
3.1. Planning Calls
3.1.1. Personal Telephone Calls
3.1.2. Calls on Mobile Phones
3.1.3. Time Zones
3.1.4. Conference Call
3.1.4.1. Guidelines
3.1.4.1.1. Inform all participants
3.1.4.1.2. Verify
3.1.4.1.3. Send any needed information
3.1.4.1.4. Identify the objectives
3.1.4.1.5. Using a service provider
3.1.4.2. Procedures
3.1.4.2.1. Take roll
3.1.4.2.2. Lead the call
3.1.4.2.3. Participants identify themselves
3.1.4.2.4. Speak clearly
3.1.4.2.5. Take notes important points
3.1.4.2.6. Good listening skills
3.1.4.2.7. Encourage discussion
3.2. Using Directories
3.2.1. Local Directories
3.2.1.1. White pages
3.2.1.2. Yellow pages
3.2.2. Personal and Company Directories
3.2.3. Electronic Directories
3.2.4. Directories assistance
3.3. Long Distance Service
3.3.1. Direct-dial calls
3.3.2. Specialized Long Distance Calls
3.3.2.1. Person-to-person calls
3.3.2.2. Collect calls
3.3.3. Prepaid Phone Card
3.3.4. Toll Free Service
4. Guidelines
4.1. Try ro resolve
4.2. Calm
4.3. Present a helpful, positive and sincere
4.4. Abusive or uses profanity
5. Making a favorable first impression
5.1. Voice
5.1.1. Tone
5.1.2. Pace
5.1.3. Volume
5.2. Speaking Skills
5.2.1. Pronounciation
5.2.2. Grammar
5.2.3. Vocabulary