Title: Facilitate communication, including telephone calls, conference calls, and virtual meetings.
Course: Office Administration (12003-18) > Section: Developing Communication Skills

Facilitating should include

- following procedures in prioritizing and handling incoming and outgoing calls
- transferring or forwarding phone calls according to organizational protocols and practices, utilizing the current communication system
- using a pleasant telephone voice (i.e., smiling while talking, refraining from eating while talking)
- communicating in a clear, concise, correct, courteous, and professional manner
- gathering and recording information, including personal and consumer information
- maintaining confidentiality
- using active listening techniques
- conducting virtual meetings using appropriate equipment and software
- making follow-up calls
- documenting call results/outcomes
- exhibiting sound judgment in the presence or absence of supervision.