Choose one of the Action Tips in Chapter 4 of the textbook, and discuss it with examples
Action Tip 3—Avoid Unnecessary Call Screening
The amount of call screening reveals certain attitudes toward phone use. Screening means having someone answer for you, acting as your gatekeeper. The more gatekeepers, the more likely messages will get distorted. Ideally, people should be encouraged to answer their own telephone unless busy in a face-to-face conversation with a customer. Routine screening of calls by a secretary or receptionist often creates caller resentment. The constant use of “May I say who is calling?” is recognized as a dodge—an opportunity for the person to decide if he or she wants to talk or not. Customers get annoyed when there are too many gatekeepers. On the flip side, giving customers your direct line—and actually answering it—can speak volumes about your openness and willingness to serve.
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