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Handling Telephone Calls

General Direction: This activity will measure your communication skills in handling telephone calls. You
are advised to pick only one situation that corresponds to your group number and present to the class
the possible action you will take if ever you will be in the situation in a form of a 1 minute-Role Playing
presentation. Please be reminded that you will be graded individually.

Situation # 1: You received a call from one of your costumers claiming that the product that you have
sent them had caused trouble and damaged to the name of their company. You were trying to explain
but you were not given a chance since she talks so fast with an angry voice and put all the blame on you.

Situation # 2: The mistress of your boss called you on the phone to check if he is around. But before you
received the call, you saw that your boss’ wife entered his office 30 minutes ago. The caller insisted to
transfer the call to your boss for a very important matter or else she will show up in the office anytime.

Situation # 3: You received a call from a person who dialed you by mistake. On the other line, you have
heard the caller calling you stupid, moron, air-head and any other bad words against you which is
intended for another person. You tried to cut the conversation but the caller insisted that he correctly
dialed the number.

Situation # 4: Your boss is nagging you because you failed to inform him about his meeting. While he is
uttering his litany, the phone suddenly rings.

Situation # 5: One of your customers is calling you to discuss some business transactions. While you are
conversing with the said customer, one of your colleagues approaches and tells you that you need to
urgently report to your boss’ office.

Situation #6: You received a call from an anonymous caller. The moment you ask for the name of the
caller, the caller refuses to tell. You cannot even recognize whether the caller is a man or a woman.

Situation # 7: Your costumer called you just to tell you something that she knows about your boss’
infidelity to his wife. It just happens that your cousin is the wife of your boss.

Prepared by:

MYLINE REAL-LOPEZ