Title: Demonstrate professional communication practices.
Course: Small Animal Care II (18102-II) > Section: Performing Office Functions

Demonstration should include

- using effective verbal and written communication skills
- using appropriate body language
- following professional telephone and email etiquette
- exercising good customer service
- following professional practices and protocols for social media.

Process/Skill Questions:

- Why is it important to immediately identify the facility and oneself when making or receiving a phone call?
- What information should always be recorded when taking a phone message?
- Why is it important to take accurate and clear written messages?
- What is the importance of follow-up calls and emails?
- Why is it important to acknowledge receipt of emails as soon as possible?
- What is acceptable use of social media by an employee?