3. Practicing Communication
This activity aims to practice phone call scenarios.
Discuss
You’ve spent time learning how to adjust your communication style depending on who you’re speaking or writing to, especially in a workplace setting. In many jobs, communication isn’t just about texting or emailing, communication can often happen over the phone. Whether you’re calling off work, running late, scheduling an interview, or speaking with a supervisor, knowing how to make a professional phone call is an important workplace skill. Today, you’ll have the opportunity to practice making phone calls for common workplace situations. You’ll take turns acting as the caller and the manager or co-worker, ensuring that your tone, word choice, and clarity reflect professional communication. Let’s start by reviewing basic phone etiquette. When on the phone we want to:
- Speak clearly and professionally.
- Use appropriate greetings and closings.
- Provide necessary details (name, reason for calling, date, time, etc.).
- Listen carefully and respond appropriately.
Resource
Phone Calls Scenario Cards includes various scenarios from calling in sick to scheduling an interview. Students can take turns acting as the caller and manager or coworker.
Reflect
It is not unusual to feel uncomfortable talking on the phone. This is another skill that takes practice. Take time after being the caller or the manager / coworker to reflect on these questions:
- What was the most challenging part of making a professional phone call?
- How did it feel to use formal language versus casual language?
- What strategies helped you stay professional and clear?
- How can this skill help you in a real workplace?