Q & A
Q. Why Managers in all too many  companies do not achieve the desired results?

A.  Because nobody makes them do it!

Attribution
Harold S Geneen, former Chairman, International Telephone and Telegraph 

* Love Thy Telephone (Part 3) 
 by Gayle Carson

Here's a quiz to see how you stack up again the average telephone user.  Ask yourself these questions regarding your phone techniques, and see how many times your answer "yes," "no," or "sometimes."

Do you know the proper thing to say on the phone?

Do you get to the point quickly?

Do you avoid carrying on a double conversation-one on the 
phone and one off?

Do you practice remembering names?

Can you terminate a conversation gently?

Do you try to form a mental picture of the caller?

Do you keep your temper under control?

Do you avoid gossip on the phone?

Are you a professional at all times?

Do words come easily to you?

Can the other person hear your smile?

Are you easily understood?

Do you feel others are interested in what you say?

Do you keep your power or authority in check?

Do you converse on the appropriate level with each individual?

Is your voice pleasant at all times?

Do you avoid slang and red-flag words?

Are you interested in yourself and the other party?

Do you handle difficult people well?

Do you listen without interruption?

Do you use the person's name frequently?

Do you stick to the facts, without embellishing anything?

Do you avoid long conversations?