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FGCU Florida Institute of Government Presents "Essentials of Professional Telephone Skills" Workshop
5/21/2004

WHO     FGCU Florida Institute of Government, for managers and employees from both the private and public sectors

WHAT     "Essentials of Professional Telephone Skills" half-day workshop from the Florida Institute of Government's Professional Development Series. Every phone call with a customer creates an image in the caller's mind of the employee answering the phone and the organization represented. It is a big responsibility, compounded by the fact that the employee must establish trust, build a relationship and make a lasting impression. Lin Walker is instructor for the course.

WHEN     8:30 a.m. to 11:30 a.m., Monday, June 21

WHERE     FGCU Broadcast Building Room 111

WHY     To learn how to:

     Create a positive telephone image with a "can-do" attitude

     Ensure communication is a two-way process

     Identify the many benefits of telephone professionalism

     Respond to anger and negativity more effectively

     Know the importance of providing "105+" service

     Understand the impressions we give by our tone of voice, body language and choice of words

     Listen, the most important skill of all

     Return calls with greater confidence

COST     $48

CONTACT     Joanne Hartke at (239) 590-7815 or jhartke@fgcu.edu


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