13.1 Explain the purpose of the telecommunications equipment commonly found in the medical office.

13.2 Relate the five Cs of effective communication to telephone communication skills.

13.3 Define the following terms involved in making a good impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone.

13.4 Describe how to appropriately handle the different types of calls coming into the medical practice.

13.5 Summarize the purpose of the office routing list with regard to call screening.

13.6 Carry out the procedure for taking a complete telephone message.

13.7 Outline the preparation required prior to making outgoing calls and the skills used in making the phone call.