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Office of Vice President and
Chief of Staff
Florida Gulf Coast University
10501 FGCU Blvd S.
Fort Myers, FL. 33965-6565

Phone: (239) 590-1006
Fax:     (239) 590-1066

Press Release


FGCU Florida Institute of Government Presents "Essentials of Professional Telephone Skills" Workshop

WHO     FGCU Florida Institute of Government, for managers and employees from both the private and public sectors

WHAT     "Essentials of Professional Telephone Skills" half-day workshop from the Florida Institute of Government's Professional Development Series. Every phone call with a customer creates an image in the caller's mind of the employee answering the phone and the organization represented. It is a big responsibility, compounded by the fact that the employee must establish trust, build a relationship and make a lasting impression. Lin Walker is instructor for the course.

WHEN     8:30 a.m. to 11:30 a.m., Monday, June 21

WHERE     FGCU Broadcast Building Room 111

WHY     To learn how to:

     Create a positive telephone image with a "can-do" attitude

     Ensure communication is a two-way process

     Identify the many benefits of telephone professionalism

     Respond to anger and negativity more effectively

     Know the importance of providing "105+" service

     Understand the impressions we give by our tone of voice, body language and choice of words

     Listen, the most important skill of all

     Return calls with greater confidence

COST     $48

CONTACT     Joanne Hartke at (239) 590-7815 or

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