Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 6

Make a list of bad phone practices that you have experienced or heard about. With a classmate, first demonstrate the bad practice and then demonstrate how you would handle it. Some possibilities: rudely putting a caller on hold, using an unfriendly tone, unintentionally insulting the caller, sounding uninterested.