These are the edited master lessons. Only add a post to the ALESSON category after is has been edited/formatted as a lesson.
This is the first lesson in a two-part series on dealing with an angry caller on the phone. Lesson Objectives Calming down an angry caller. Using a calm tone of voice. Letting the caller know you’re listening. Acknowledging an angry customer’s frustrations by showing empathy. Clarifying problems so you can solve them quickly. Let’s […]
BEP 157 – Dealing with an Angry Caller 1 Read More »
Learn the how to successfully participate in or lead a teleconference. Lesson Objectives Starting a teleconference and laying out an agenda. Clarifying and mirroring what someone has said. Managing the discussion. Using signposts and names for clarity. Dealing with two people speaking at the same time. In the Teleconferences Part 1, we heard Elsa
BEP 144 – Meetings: Teleconferences 2 Read More »
Learn the basic procedures and terminology for taking part in a teleconference. Lesson Objectives Putting someone at ease. Essential vocabulary for teleconferences. Explaining a sequential process. Identifying yourself in a roll call. Dealing with audio issues. In the dialog, we’ll hear to Craig and Elsa. Craig is a new hire at StarCom, a computer
BEP 143 – Meetings: Teleconferences 1 Read More »
In this lesson we’re going to look at discussing problems over the phone. For the example today, we’ll focus on chasing up an outstanding invoice, or a bill that hasn’t been paid on time. Lesson Objectives: Introducing the problem. Clearly stating the details of the problem. Making an offer. Proposing a solution.
BEP 140 – Dealing with Problems over the Phone Read More »
In this lesson, we look at how to handle a telephone interview for a new job. Lesson Objectives Identifying and introducing yourself. Asking to delay the interview. Giving concise information. Avoiding giving a salary amount. Winding down the interview. We’ll be listening to James, who has lots of experience in his field, but has
BEP 132 – Interviews: Telephone Screening Interview Read More »
