From Curt to Courteous:
Mastering the 7 Touch Points
of Communication
Leader’s Guide
Improving the way your organization communicates with customers.
30 Hollenberg Court • St. Louis, MO 63044 USA
PHONE 314.291.1012 • 800-882-9911 • FAX 314.291.3710
LEADER’S GUIDE
FROM CURT TO COURTEOUS
CONTENTS
The Goal of the Course/Objectives ……………………………………………………………………………………
3
Training Outline: From Curt to Courteous: Mastering the 7 Touch Points of Communication……………..……
4-5
Tips for Trainers …………………………………………………………………………………………………………
6-7
Key Point #1: Understanding and Being Understood ……………………………………………………………….
8-9
Key Point #2: Your Communication Tools ……………………………………………………………………..…….
10
Key Point #3: Effective Voice Mail …………………………………………………………………………………….
11
Key Point #4: Face-to-Face Communication ………………………………………………………………………...
12
Key Point #5: Communicating by Written Word ………………………………………...…………………………...
13
Skills Practice Instructions………………………………………………………………………………………………
14
Role Play Instructions …………………………………………………………………………………………………..
15
Role Play Scenarios …………………………………………………………………………………………………….
16-17
Before They Go ………………………………………………………………………………………………………….
18
Microsoft PowerPoint Presentation/Overhead Transparencies …………………………………………………….
19-21
Instructor’s Notes ……………………………………………………………………….………………………………..
22-24
About Telephone Doctor Customer Service Training…
Telephone Doctor is a St. Louis based customer service training company that offers products and techniques designed to
improve the service skills of customer contact employees. Nancy Friedman, our founder and president, presents this program.
Through DVDs, CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor has
helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee
turnover. For additional information, please visit www.telephonedoctor.com.
And now some legal stuff…
We aim to be the nicest customer service training company in the world. However, even the nicest company needs to diligently
protect its intellectual property.
IT IS ILLEGAL TO COPY OR REPRODUCE THIS MATERIAL FOR ANY PURPOSE. This material is licensed solely for
display by the licensed organization to its employees. It is illegal to loan, rent, or sell this material outside the licensed
organization. It is illegal to display this material to train persons outside the licensed organization without a separate
agreement for that purpose. Please contact 800.882.9911 or info@telephonedoctor.com to inquire about additional uses of our
material.
Telephone Doctor works to educate, detect, pursue and prosecute copyright violators using every civil and criminal remedy
possible. We offer a reward for information that leads to a recovery from individuals or organizations that pirate our material.
Please contact 800.882.9911 or info@telephonedoctor.com to report an act of copyright piracy. Telephone Doctor, Inc.
assumes no patent liability with respect to the use of the information contained herein. While every precaution has been taken
in preparing this material, the publisher is not responsible for errors or omissions, or for any damage or injuries, resulting from
use of the information contained herein.
Telephone Doctor is a registered trademark of Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
From Curt to Courteous: Mastering the 7 Touch Points of Communication
The Goal of the Course
The goal of this course is to raise the awareness of the various means of communication and how we use them.
The ability to be understood is key whether the mode of communication is synchronous (immediate two-way
communication, for example: face-to-face conversations, phone conversations or instant messaging) or
asynchronous (delayed one-way communication such as: fax, letters, email and voice mail.)
Objectives:
In support of this goal, participants who have successfully completed this course will have demonstrated, through
written and/or verbal exercises, the ability to:

learn and demonstrate the appropriate use of the 7 Touch Points of Communication;

gain knowledge and insight into how various forms of communication influence all aspects of life; and,

apply the correct technique to various workplace and personal situations.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
The long-term value of this program creates a need to utilize the content in a variety of different uses. The
following outline is based on a more traditional approach of showing the program in its entirety then participating
in discussions. Additional uses include:



One Key Point at a time during a staff meeting.
Use a single segment as a buy-in activity.
Individual Key Points can be used to add another dimension to other training programs.
Training Outline:
From Curt to Courteous: Mastering the 7 Touch Points of Communication
I. Introduction to the Topic (See “The Goal of the Course” page 3)
A. State the goal of the course in your opening comments.
B. Include the class objectives.
(Approximately 3 min.)
II. Getting Acquainted (see “Tips for Trainers” pages 6-7)
(Approximately 15 min.)
A. Introduction of trainer.
B. Use an icebreaker activity or buy-in activity.
C. Administer: Before-and-After Skills Inventory. (Can be found in Participant Workbook.)
III. View Program: From Curt to Courteous: Mastering the 7 Touch Points of Communication
(25 minutes in its entirety)
IV. Application of Key Points
A. Ask discussion questions provided in Leader’s Guide.
B. Participants complete accompanying workbook pages.
(Approximately 45-60 min.)
Key Point #1: Understanding and Being Understood
a. The opposite of understanding and being understood is being mis-understood.
b. Ways to communicate with customers include: letters, telephone, face-to-face, fax, voice mail, email
and instant messaging.
c. Synchronous communication is immediate two-way back and forth exchange of information in real
time.
d. Asynchronous communication is one-way communication. Both parties expect the reply to be delayed
for a period of time.
e. Both are considered effective in communicating with customers as long as both parties accept the
lack of real time and the immediate back and forth interaction we receive with synchronous
communication.
Key Point #2: Your Communication Tools
a. Asynchronous or one-way messages are used when customers do not need immediate, time
sensitive replies.
b. Communication that relies on the spoken word includes face-to-face, telephone and voice mail.
c. The telephone is currently the way the majority of customer communication takes place.
d. Communication tools, while on the phone, include voice, tone of voice, words used and the listener’s
perception.
e. Keys for using your voice effectively are rate of speed, enunciation and volume.
Key Point # 3: Effective Voice Mail
a. Voice mail is an important tool in business.
b. Keep voice mails brief, friendly and when possible, add a little humor.
c. To a new customer, introduce yourself, give your company’s name, be brief and include return
contact information. And, yes, SMILE!
d. In any voice mail, leave the reason for your call, your name and return number (twice and slowly!)
and if there is time, tell your city and time zone.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Key Point #4: Face-to-Face Communication
a. Facial expressions and body language are important keys to effective face-to-face communication.
b. Without using words, your facial expressions can express a wide range of emotion from happy to
puzzled to unhappy or angry.
c. The expression on your face can support or nullify your words.
d. Body language is a strong indicator of your interest in the topic at hand.
Key Point #5: Communicating with the Written Word
a. Remember, when you write something, your reader is interpreting your mood and meaning.
b. The written word is used in mail, email, fax and instant messaging.
c. Some of the tools needed to influence a reader to have a positive interpretation of your meaning
include, making your message “reader friendly” and checking your message to avoid
misinterpretation.
d. Keys to a good message: use a brief greeting as a welcome signal and end your message (when
necessary) with “thanks”. Being obviously friendly will go a long way towards lessening resentment,
disputes and misunderstandings.
e. Always use spell check before sending any written communication.
V. Skills Practice
A. Select Skills Practice(s) to emphasize desired Key Point(s).
B. Complete the Skills Practice process.
(Approximately 15 min.)
VI. Wrap Up
(Approximately 10 min.)
A. Select method of review.
B. Administer After Skills Inventory or Quiz on Curt to Courteous Mastering the 7 Touch Points of
Communication. (Can be found in Participant Workbook.)
C. Use a commitment activity.
D. Ask participants to complete evaluation.
E. Distribute Telephone Doctor® Desktop Reminder Cards.
NOTE: The total length of this class is approximately 1 hr., 30 min.
For each skills practice included in the session, increase the total length of the class by approximately 10 minutes.
All Telephone Doctor® programs can be made into several length sessions. From showing the program - a mere
30-minutes from takeoff to landing – or as much time as you need, up to a full day program.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Tips for Trainers
In order for participants to receive the maximum benefits from this course, here are some tips for success.
Assemble Learning Resources
1. Locate the program: From Curt to Courteous: Mastering the 7 Touch Points of Communication.
2. Use Participant Workbooks; this will greatly enhance the training.
3. Distribute Telephone Doctor Desktop Reminder Cards at the end of the session for each participant; this will
encourage behavior modification.
4. You’ll need:
A. A TV and VCR or DVD player (depending on which you own).
B. A flip chart or white board and markers, or chalkboard and chalk.
C. An overhead projector and screen (both optional). Overhead transparency copy is provided.
Create a Comfortable Physical Learning Environment
1. Choose a comfortable, well-lighted room with good TV sight lines and no distractions.
2. Arrange straight tables in a U-shaped set-up or use round tables. Either way, it is important that each
participant be able to make eye contact with other participants.
3. Use name tents or nametags for class participants.
4. Encourage note taking by using designated pages in the Participant Workbook or supply pencil and paper.
5. Schedule breaks every 1½ to 2 hours (maximum 4 hours).
6. To assure participation by all participants, we suggest a maximum class size of 25.
Create a Comfortable Psychological Learning Environment
1. Introduce yourself. Give the participants a brief sketch of your background, your experience, and how you
relate to the training subject. The more comfortable the participants are, the more effective you will be in
facilitating their learning.
2. Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to
get the group relaxed.
A. The participants can use your introduction as a model, which will help them overcome any natural
reluctance to talk about themselves.
B. Divide the class into groups of two. Give each pair of participants about ten minutes to interview each
other. Each one, in turn, introduces his or her partner to the group. This will speed the process of getting
the participants to function as a group.
C. Multiple sources for icebreaker exercises exist. Visit your favorite bookstore or local library.
3. Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features
of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.).
4. Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide. Keep
in mind that the clearer the participants’ understanding of their objectives, the more likely it is they will achieve
those objectives.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Tips for Trainers (continued)
Involve the Participants
1. The corresponding Participant Workbook (provided on a CD-ROM for easy duplication) provides a Beforeand-After Skills Inventory. The Before-and-After Skills Inventory has a dual purpose. It can be used as a pretest/post-test exercise or as a buy-in activity. Using this inventory sets the stage for immediate involvement.
2. Choose the vignettes that best meet your needs. Decide the viewing method that works best (start/stop, all
inclusive, minus the review segment, etc.).
3. When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.
A. Divide the participants into two groups, assign each group a page, and have the group prepare to discuss
one or two questions from each page.
B. Prior to class, instructor selects most pertinent questions to be completed during class.
C. Assign homework to participants to complete remaining questions. Be sure to let participants know when
you expect the completed assignments.
4. Verify participant understanding by asking questions. Make the participants do most of the work. Resist
the urge to take over. Facilitate – but don’t dominate. Ask questions, coax answers, and encourage give and
take.
A. Encourage involvement of participants by beginning questions with such phrases as:
1)
2)
3)
4)
5)
“What did you think about that?”
“Tell me what you just saw.”
“That was interesting; what was your take on it?”
“What were your initial impressions?”
“How did that make you feel?”
B. Reduce participant’s apprehension by positively reinforcing their comments with statements such as:
1)
2)
3)
4)
5)
6)
“That’s interesting; tell me more about what you mean.”
“I hadn’t considered that angle yet.”
“Okay, thanks for sharing that with us.”
“That’ll be one of the things we need to consider.”
“I really like your insight.”
“That’s sure a unique perspective. Who else has some ideas?”
C. Reward participants for their enthusiastic participation. Prizes are always coveted and Telephone Doctor
has many fun promotional items available for purchase..
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Key Point #1: Understanding and Being Understood
Discussion Questions:
1. What is the opposite of understanding and being understood?
Answer:
A. Being misunderstood. This program will help you to avoid being misunderstood.
B. The point of this program is to look at the seven channels we’re able to use to influence and communicate
with our customers today.
2. What are the 7 Touch Points of Communication used today?
Answer:
A. Letters – a mainstay of business communication for centuries.
B. Telephone – the way most communication with customers is handled.
C. Face-to-Face – communication in person.
D. Fax – in common use for less than 30 years, most businesses today can’t imagine life without one.
E. Voice Mail – a great time saver used primarily since the early 1990s.
F. Email – rapidly replacing letters and fax messages as a key component of doing business.
G. Instant Messaging – growing in popularity within businesses (now also being used to interact with
customers).
3. How will this program help you to avoid being curt and practice being courteous?
Answer:
A. By learning the 7 Touch Points of Communication, you'll see how best to communicate.
B. Avoid being misunderstood.
4. What is synchronous communication?
Answer:
A. Synchronous is an immediate, 2-way back and forth exchange of information. (People involved are “in
sync” with each other.) Examples include:
1. face-to-face conversations,
2. phone conversations, and
3. instant messaging.
B. Used for real time discussion, where there’s a need for immediate back and forth information exchange.
C. It allows decisions to be made in a timely manner.
5. What is asynchronous communication?
Answer:
A. Asynchronous is a one-way flow of information. Replies are delayed for a period of time (can be either
long or short-term delays.) Examples include:
1. letters,
2. emails,
3. faxes, and
4. voice mail.
Trainer note: Instant messaging can fit either category, depending on the circumstances.
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6. Is asynchronous or synchronous a more effective method of communication with customers?
Answer:
A. Both are effective.
7. What characteristics do the 7 Touch Points have in common with each other?
Answer:
A. Email, fax, mail and instant messaging are written.
B. Voice mails, phone and face-to-face are spoken.
Asynchronous
Written
Synchronous
Email
Instant Message
Fax
Mail
Spoken
Voice Mail
Telephone
Face-to-Face
TELEPHONE DOCTOR PRESCRIPTION:
1. The opposite of understanding and being understood is being mis-understood.
2. Ways to communicate with customers include: letters, telephone, face-to-face, fax, voice mail, email and
instant messaging.
3. Synchronous communication is an immediate two-way back and forth exchange of information in real time.
4. Asynchronous communication is one-way communication. Both parties expect the reply to be delayed for a
period of time.
5. Both are considered effective in communicating with customers as long as both parties accept the lack of real
time and the immediate back and forth interaction we receive with synchronous communication.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Key Point #2: Your Communication Tools
Discussion Questions:
1. When is it best to use asynchronous (or one-way) messages?
Answer:
A. It is used when immediate replies are not time sensitive.
B. It is often effective in business because it is convenient to individual schedules and workloads.
2. Which forms of communication rely on the spoken word?
Answer:
A. Face-to-face.
B. Telephone.
C. Voice mail.
3. Although most methods cross-apply to other touch points, which is the method the majority of customer
communications rely on?
Answer:
A. The telephone currently remains the most used communication touch point.
4. What are your communication tools while you‘re on the telephone with a customer?
Answer:
A. Your voice.
B. Your tone of voice.
C. Words used.
D. Listener’s perception.
5. What are the three keys when you use your voice?
Answer:
A. Be aware of your rate of speed when you speak.
B. Concentrate on speaking clearly and being understood (enunciation).
C. Try to match the speed of your caller, whether fast or slow.
6. What are other factors to take into consideration?
Answer:
A. Inflection – vary the pitch of your voice.
B. Lazy lips – pronounce your word clearly.
C. Volume – too soft or too loud can be ineffective.
D. Tone of voice – avoid being monotone.
TELEPHONE DOCTOR PRESCRIPTION:
1.
2.
3.
4.
Asynchronous or one-way messages are used when customers do not need immediate, time sensitive replies.
Communication that relies on the spoken word includes face-to-face, telephone and voice mail.
The telephone is currently the way the majority of customer communication takes place.
Communication tools, while on the phone, include voice, tone of voice, words used and the listener’s
perception.
5. Keys for using your voice effectively are rate of speed, enunciation and volume.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Key Point #3: Effective Voice Mail
Discussion Questions:
1. What has become another important way to leave an asynchronous message in business?
Answer:
A. Voice mail
2. What are the keys to a successful business voice mail?
Answer:
A. Keep it brief, but friendly.
B. If you know the person well, you should be concise, friendly and add a little humor if appropriate.
3. What is important in a voice mail message to someone you don’t know well?
Answer:
A. Explain who you are, use your company’s name, why you’re calling, be succinct, and leave return contact
information – repeat your phone number!
B. It is a good practice to leave your first name, then repeat your first and say your last name. (“This is Betty
- Betty Smith”)
C. The next sentence should tell why you’re calling. Then leave your phone number twice and slowly,
please.
D. If it is long distance call, it’s a good to idea to say the city and time zone from which you are calling to help
the caller.
TELEPHONE DOCTOR PRESCRIPTION:
1. Voice mail is an important tool in business.
2. Keep voice mails brief, friendly and when possible, add a little humor.
3. To a new customer, introduce yourself, give your company’s name, be brief and include return contact
information. And, yes, SMILE!
4. In any voice mail, leave the reason for your call, your name and return number (twice and slowly!) and if there
is time, tell your city and time zone.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Key Point #4: Face-to-Face Communication
Discussion Questions:
1. What are the two elements of face-to-face communication?
Answer:
A. Your facial expressions.
B. Your body language.
2. Why are facial expressions usually considered obvious?
Answer:
A. Without using words, your face can communicate an entire range of emotions.
B. The range of emotions include happy to puzzled to unhappy, perhaps angry and many other emotions.
3. In a face-to-face meeting, what can your expression do?
Answer:
A. It can support what you say.
B. It can nullify what you say.
4. Why is it important for your face to reflect your verbal message?
Answer:
A. When your face does not reflect your verbal message, it can make your message sound insincere.
B. Body language also gives clues to your inner feelings.
5. How does your body language show your inner feelings?
Answer:
A. Standing with arms folded can be interpreted as a defensive position.
B. Standing with good posture and looking attentive shows a person open and communicative.
C. Slouching can mean disinterest (or of course, bad posture, but that’s another program!).
TELEPHONE DOCTOR PRESCRIPTION:
1. Facial expressions and body language are important keys to effective face-to-face communication.
2. Without using words, your facial expressions can express a wide range of emotion from happy to puzzled to
unhappy or angry.
3. The expression on your face can support or nullify your words.
4. Body language is a strong indicator of your interest in the topic at hand.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Key Point #5: Communication by Written Word
Discussion Questions:
1. When you provide written communication, what does the reader do?
Answer:
A. The reader interprets the writer’s mood and meaning.
2. What is written word used for?
Answer:
A. Mail.
B. Fax.
C. Email and instant messaging.
3. What tools are needed to influence a reader to have a positive interpretation of our meaning?
Answer:
A. Make your message “reader friendly“.
B. Check your message to avoid misinterpretation.
C. Always use spell check before sending a written message.
4. How can you make a message more “reader friendly“?
Answer:
A. A few more words (phrases like “Hi”, “thank you”, “you’re welcome”) can usually soften the message.
B. This works for mail, email, fax and instant messages.
5. What are the keys to a good message?
Answer:
A. A brief greeting—(“Nice to meet you by email today . . .”). It’s a welcome signal, your mood setter.
B. End your message with “thanks”.
C. Being obviously friendly will go a long way towards lessening resentment, disputes and
misunderstandings.
TELEPHONE DOCTOR PRESCRIPTION:
1. Remember, when you write something, your reader is interpreting your mood and meaning.
2. The written word is used in mail, email, fax and instant messaging.
3. Some of the tools needed to influence a reader to have a positive interpretation of your meaning include,
making your message “reader friendly” and checking your message to avoid misinterpretation.
4. Keys to a good message: use a brief greeting as a welcome signal and end your message (when necessary)
with “thanks”. Being obviously friendly will go a long way towards lessening resentment, disputes and
misunderstandings.
5. Always use spell check before sending any written communication.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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Skills Practice Instructions:
Telephone Doctor programs are created in compliance with the methodology: “Tell them what you’re going to tell
them, tell them, tell them in a different way, and if it’s really important, tell them again.” A skills practice is a nonthreatening activity that reinforces a specific point and all participants are involved in the reinforcement.
1. Take a common customer request and use as many touch points as applicable to your environment. For
example, customer requests confirmation of order shipped. Demonstrate each step by phone, face-to-face,
fax, email, voice mail, letter and instant message.
What key information needs to be included?
How should answers be addressed?
What is a reasonable time frame for completing requests?
Why choose one touch point over another?
2. Create templates for each touch point:
Greeting
Re-state request
Information requested
What customer can expect
Time frame
Closing
3. Use role-plays in the Leader’s Guide to reinforce behavior. Role-plays will work for asynchronous,
synchronous and mixed examples.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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Role-Playing Instructions
Facilitator Note: A role-play is simply a bit of make-believe that teaches us a lot about the real world. In each
role-play, two participants will pretend they’re working in a business setting. One participant will play the
customer; the other will play the employee. The employee’s task will be to practice the skills presented in this
course. Here’s how to make the role-plays pay off for the entire class:
1. You’ll find instructions for role-play scenarios on the next page. For each scenario, choose one participant to
play the employee and another to play the customer. The remaining participants will be the observers.
2. Give the employee the profile entitled “Instructions for the Employee” to read. Give the customer the profile
entitled “Instructions for the Customer.” Both will have the opportunity to refer to the printed profiles during the
role-play. (For this purpose, you have our permission to photocopy the Scenario pages of this guide.)
3. Advise the employee that he/she can use the From Curt to Courteous: Mastering the 7 Touch Points of
Communication Desktop Reminder Card as a reference.
4. Have the customer and the employee play out the scenario. As they “act out” their part, have both assume
positions relevant to the role they are playing.
5. After the role-play, have the customer and the other participants (observers) critique the part of the employee
in the role-play. Make sure they address and discuss these questions:
A. Did the employee apply the skills discussed in the training?
B. What specific words or actions were used to make the employee effective?
C. What feelings did you experience as you watched the scene unfold?
D. How would you have felt if you were the customer? Same/Different?
6. After the group assessment of the role-play, ask the class:
A. What specifically did the employee do well in the role-play?
B. What could the employee have done to be even more effective?
C. Which of the correct techniques are most likely to be useful as you handle your job?
Alternative Approach to the Role Plays:
Divide the class into triads and assign the role of customer, employee, and observer. (If there are participants
remaining, have them join another group as a second observer.) Assign a different scenario to each group. Or
assign the same scenario to all the groups, and rotate the role for each scenario so that everyone in the triad gets
to be the customer, the employee and the observer. This approach allows more people to participate in the roleplays in a less intimidating environment.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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Role Playing Scenarios
Role Play #1 Asynchronous (one-way flow of information) Role Play
Instructions for Employee
You work at the Help Desk of a nationally recognized company known for its fast customer service.

You handle about 150 calls each day from a variety of “Customers”, i.e. agents, actual customers, etc.

Since your requests are usually email or fax, you assume speed is more important than all the customer
service “niceties” other divisions have to deal with.

You’re convinced you’re one of the best in the department because you’re able to get replies out with a
minimum of fuss and time lost.
Instructions for Department Manager

You've received complaints from customers and others that this employee’s emails and/or faxes are curt
and hard to decipher.

This is an experienced employee who prides himself on his speed and completion time.

You need to let the employee know about the complaints and help him or her become more courteous.
Role Play #2 Synchronous (two-way flow of communication) Role Play
Instructions for Customer
You’re at a large company with many external and internal customers.

You are concerned that the transfers from one area to another need to be made in time to meet a
specified deadline.

You’re looking for reassurance from the employee that the transaction will take place as needed.
Instructions for Employee
You’re a busy customer service employee.

This is a fairly routine transaction, probably the fourth one you’ve done today—no big deal.

Avoid making eye contact at all cost; after all, you’re really not interested in the whys and whatever’s.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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From Curt to Courteous
Role Playing Scenarios (continued)
Role Play #3
Instructions for a busy Agent
You’re a busy agent tying up loose ends at the end of a month.

You have 7 transactions scheduled in the next 4 days. Any problem that prevents a transaction, directly
affects your commission.

Use the best touch point to communicate and solve any last minute problems.
Instructions for Support Staff
You work with a busy Agent.

The idea is to complete as many transactions as possible each month.

In whatever order you choose, use all 7 touch points to
o
tell agent that a courier is on his way with papers to be signed (instant message)
o
another representative needs copies of client’s latest federal tax forms (fax)
o
customer is having second thoughts about buying (phone)
o
new employee stops by to explain new incentive program (face-to-face)
o
accounting office you’re working with wants confirmation of transaction completion times (email)
o
another agent needs to know asking price for other products you’re representing. (voice mail)
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LEADER’S GUIDE
From Curt to Courteous
Before They Go
In order to reinforce the skills and techniques that have been addressed, choose one or more of these
reinforcement options.
Choose Methods of Review
A. Additional discussion questions may be provided in this Leader’s Guide for your use.
B. The corresponding Participant Workbook provides a 10-point quiz directly related to skills shown in the
program.
C. Microsoft PowerPoint slides or overhead transparencies are a useful way to reinforce the key points
made during the course. Notice the Key Points are identical to the Telephone Doctor Prescriptions
located throughout the Leader’s Guides and Participant Workbooks. More great news! By purchasing the
program, From Curt to Courteous: Mastering the 7 Touch Points of Communication, Telephone Doctor
grants permission to recreate the Microsoft PowerPoint Presentation/Overhead Transparency pages in a
PowerPoint presentation or copy the pages to create overhead transparencies.
D. If you are using the Before-and-After Skills Inventory to evaluate training effectiveness, instruct
participants to re-take the inventory and compute scores to evaluate improvement. Congratulate
participants on their improvement.
Your Finale
A. Change is more likely to occur if participants commit to implementing skills and techniques discussed
during this course. Various resources are available illustrating commitment exercises. We may have
included a Call to Action commitment exercise in the corresponding Participant Workbook.
B. In order to evaluate training success and identify areas to improve, provide participants with the
opportunity to make comments using evaluations. This is a prime opportunity to identify future training
needs.
C. Distribute Telephone Doctor® Desktop Reminder Cards. They provide participants with a quick reference
of important key points discussed in the course. This enables participants to have an ongoing reminder of
skills needed for improvement.
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LEADER’S GUIDE
From Curt to Courteous
Key Points: From Curt to Courteous: Mastering the 7
Touch Points of Communication
Key Point #1: Understanding and Being Understood
A. The opposite of understanding and being understood
is being mis-understood.
B. Ways to communicate with customers include:
letters, telephone, face-to-face, fax, voice mail, email
and instant messaging.
C. Synchronous communication is an immediate twoway back and forth exchange of information in real
time.
D. Asynchronous communication is one-way
communication. Both parties expect the reply to be
delayed for a period of time.
E. Both are considered effective in communicating with
customers. Both parties need to acknowledge the
differences in the lack of real time and the immediate
back and forth interaction we receive with these types
of communication.
Note: Enjoy viewing the companion PowerPoint® presentation slides that accompanied your training program.
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LEADER’S GUIDE
From Curt to Courteous
Key Point #2: Your Communication Tools
A. Asynchronous or one-way messages are used when
customers do not need immediate, time sensitive
replies.
B. Communication that relies on the spoken word
includes face-to-face, telephone and voice mail.
C. The telephone is currently the way the majority of
customer communication takes place.
D. Communication tools, while on the phone, include
voice, tone of voice, words used and the listener’s
perception.
E. Keys for using your voice effectively are rate of
speed, enunciation (speaking clearly) and volume.
Key Point # 3: Effective Voice Mail
A. Voice mail is an important tool in business.
B. Keep voice mails brief, friendly and when possible,
add a little humor.
C. To a new customer, introduce yourself, give your
company’s name, be brief and include return contact
information. And, yes, SMILE!
D. In any voice mail, leave the reason for your call, your
name and return number (twice and slowly!) and if
there is time, tell your city and time zone.
Note: Enjoy viewing the companion PowerPoint® presentation slides that accompanied your training program.
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LEADER’S GUIDE
From Curt to Courteous
Key Point #4: Face-to-Face Communication
A. Facial expressions and body language are important
keys to effective face-to-face communication.
B. Without using words, your facial expressions can
express a wide range of emotion from happy to
puzzled to unhappy or angry.
C. The expression on your face can support or nullify
your words.
D. Body language is a strong indicator of your interest in
the topic at hand.
Key Point #5: Communicating with the Written Word
A. Remember, when you write something, your reader is
interpreting your mood and meaning.
B. The written word is used in letters, emails, faxes and
instant messaging.
C. Some of the tools needed to influence a reader to
have a positive interpretation of your meaning
include, making your message “reader friendly” and
checking your message to avoid misinterpretation.
D. Keys to a good message: use a brief greeting as a
welcome signal and end your message (when
necessary) with “thanks”. Being obviously friendly
will go a long way towards lessening resentment,
disputes and misunderstandings.
E. Always use spell check before sending any written
communication.
Note: Enjoy viewing the companion PowerPoint® presentation slides that accompanied your training program.
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Instructor Notes
©Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
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LEADER’S GUIDE
From Curt to Courteous
Instructor Notes
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LEADER’S GUIDE
From Curt to Courteous
Instructor Notes
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