General Information

• Name: Effective Telephone Techniques
• Discipline: Business (BUS)
• Units (Credits): 0.5–3
• Schedule History: See when this course was offered over the last three years.
• Transfer Information: Courses with numbers 100 to 299: This course is designed to apply toward a WNC degree and/or transfer to other schools within the Nevada System of Higher Education, depending on the degree chosen and other courses completed. It may transfer to colleges and universities outside Nevada. For information about how this course can transfer and apply to your program of study, please contact a counselor.
• Academic Division: Social Science, Education, Humanities & Public Service
• Prerequisites: None

Course Outline

I: Catalog Course Description

Introduces students to the importance of effective telephone techniques. focuses on procedures for making and receiving business calls, evaluating equipment and technology, and developing effective telephone skills.
Note: Non-transferable for a NSHE baccalaureate degree. Non-applicable towards an AA or AS Degree.

II: Course Objectives

This course introduces students to the importance of effective telephone techniques. Focuses on procedures for making and receiving business calls, evaluating equipment and technology, and developing effective telephone skills.

• Recognize the importance of speaking clearly and correctly during telephone communication.
• Learn the basics of telephone courtesies.
• Understand the etiquette of using cell phones.
• Communicate effectively with all types of callers.
• Identify the needs of all types of callers.
• Recognize the importance of preparing for business calls.
• Evaluate the types of telephone equipment and services available.
• Recognize the effective listening techniques that are required for telephone communication.
• Learn how to manage special and stressful calls.
• Recognize telephone benefits and drawbacks.

III: Course Linkage

Linkage of course to educational program mission and at least one educational program outcome.

This class meets a requirement of the following: Customer Service Certificate of Achievement and Customer Service Certificate of Completion.

BUS 116B (Effective Telephone Techniques) addresses Student Learning Outcomes:

1. know the subject matter appropriate to the emphasis of the degree.

2. have developed managerial and personal skills essential to the current business environment.