Reproduced from 50 Training Activities for Administrative, Secretarial
and Support Staff by Elizabeth Sansom and Christine Newton, HRD Press
Transparency
39-2
Process Chart
Telephone
rings
Pick up
handset
Give
greeting
Ask
questions
Listen
Give
responses
Take
notes
Agree on
follow-up
action
Close
conversation
Reproduced from 50 Training Activities for Administrative, Secretarial
and Support Staff by Elizabeth Sansom and Christine Newton, HRD Press
Transparency
39-3
Process Chart with
“Yes/No” Options
Telephone
rings
Pick up
handset
Ask
questions
Listen
Give
responses
Take
notes
Close
conversation
Is the
call for
me?
YES
NO
Transfer call
to correct
person
Respond to
questions
Are there
any more
questions?
YES
NO

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