In keeping with the immense impact that telephones have had on our everyday lives, Effective Telephone Skills strives to teach stsudents or those already in business how to bring the telephone to its maximum potential as an effective tool for business success. Although it is intended as a basic text for courses in secretarial and business schools, this paperbound book is most effectively used as a supplement in a course in professional development or office administration. Features: * The text combines basic telephone communications theory with reinforcing exercises that can be used for simulation in or out of the classroom. This not only heightens awareness of the need for telephone skills, but also provides the knowledge and opportunity to improve those skills. * A "Telephone Personality Test" early in the book creates awareness of needed skills and checks aptitude. * Telephone Tactics illustrates the use of the telephone as a business tool in a variety of situations * Each chapter includes learning objectives, examples, strategies, assignments and review quizzes. New to this edition: * A new chapter, "Using New Technology" reflects recent technological developments in telephone communications. These include teleconferencing, mobile calls, "E" mail, faxing, and the pros and cons of voice mail. - from Amzon