questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk

. Writing skills -- 5.1 Telephone technique and etiquette -- 5.2 Fax and fax cover page -- 5.3 Message forms

-- Managing records -- Processing mail -- Telephone systems and procedures -- Planning and advancing your

Internet telephony.

Internet surveys / Alan Vaux, Chad S. Briggs -- 14. Conducting telephone surveys / Peter Y. Chen, Yueng

interviewees and interviewers -- Ch. 15. Managing meetings and telephone work -- Ch. 16. Ethics and law for

. Standardized telephone triage practice : impact of protocol implementation on reported job stress and

telephone voice and manner -- The principle of right timing -- Magnetic prospecting -- Magnetic follow

skills -- ch. 3: Winning telephone skills -- ch. 4: Technical writing skills for support professionals

hard-to-reach populations using telephone interviews / Jennifer L. Gregg and Pamela Whitten -- Using

-- Interpreting scores -- Face-to-face feedback -- Written reports -- Telephone feedback -- Ethics and data

. Telephone selling and marketing -- Day 16. Printed collateral, brochures, and sales sheets -- Day 17. Direct