Lesson 3: Professional Voice

Why do I sound different on the phone than in person? What information is must-have for a message?
How do I handle a caller who is rude or confusing?

Tone
Inflection
Clarity
Extension
Transfer
Confidentiality
Greeting
Closing

CCSS.ELA-LITERACY.SL.11-12.6
CCSS.ELA-LITERACY.W.11-12.4
CRP.04

- Description: Students engage in phone drills. They practice a standardized greeting (ex. "Thank you for calling Stop & Shop, this is [Name], how can I help you?") and learn the PEN method for taking messages: Person calling, Every digit of their phone number, and Nature of the business.
- Purpose: To build vocal confidence. In many Meriden jobs, answering the phone is a required task. This lesson removes the fear of the unknown by giving students a predictable script.
- DOK Level: 2

- Support: Provide Phone Script Post-Its. These are small templates that stick to the side of a computer or phone with the script pre-written.
- Visual: Use a Vocal Volume Meter (a visual scale from 1–5) to show students what Professional Volume looks like compared to "Whispering" or Shouting.
- Alternative: For students with significant speech or hearing barriers, focus on Professional Live Chat/Messaging etiquette, which uses the same professional tone but in a written format.
- Modeling: Perform a Telephone Game style activity where a message is passed along to show how easily information is lost without the PEN method.

- The Blind Mock Call: The teacher calls the student from across the room (so they cannot see each other). The student is graded on their greeting, their PEN message accuracy, and their professional closing.
- The Message Accuracy Check: Students are given a recording of a "fast-talking" caller and must extract the name and number correctly on a message pad.