Full course description

Course Date:

Starts Mar 21, 2016




5 hrs/week



Course Type:



Badge, Certificate


This competency-based course is part of a three-course series comprising the Business Communication Certification from the University Learning Store. Through learning resources and authentic assessments, it addresses ways to demonstrate professional telephone skills.


  • Identify needs and wants of customers/colleagues in phone conversation and direct them to appropriate help in a timely manner.
  • Utilize intonation correctly so as to convey your message in a positive and helpful way.
  • Identify verbal techniques that indicate active listening during conversation.
  • Communicate information that responds to the speaker's communicated needs and questions.
  • Deliver spoken communication in a concise, clear manner.
  • Ask clarifying questions to demonstrate engagement in conversation.
  • Avoid empty words and phrases such as "um" and "you know."
  • Begin and end interactions with phrases of polite courtesy and gratitude.

Course Author

Debra Schmidt

Debra J. Schmidt


Debra J. Schmidt is an author, consultant, corporate trainer, and professional speaker. She provides training and consulting for large and small businesses, professional organizations, and trade associations. Her clients have included Northwestern Mutual, Miller Brewing Company, Wells Fargo, American Family Insurance, Kohler, and the Green Bay Packers. She has been a guest on radio shows throughout the United States, and her articles have appeared in magazines and online publications.