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Business Etiquette by Ann Marie Sabath

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Chapter 4

Sound Advice: Making the Right Phone Impression

“Nature has given men one tongue and two ears, that we may hear twice as much as we speak.”

—Epictetus

Somehow the fact that people have two ears doesn’t always keep them from talking over, under, around, and through the individuals they encounter during business calls. Haven’t you had phone contact with some organization or other that left you feeling as though you’d been consciously ignored, insulted, or both?

If there is a potentially devastating “profit vacuum” that this book can help you overcome quickly and easily, it’s the common error of treating people on the phone as though they weren’t entitled to a full hearing. There’s a rash of phone-related etiquette problems in the business ...

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