Provide "acknowledged body of knowledge" related to the concept. Emphasize the most significant aspects of the concept in an organized, organic manner. Present information sequentially so students see continuity. Draw attention to important, discrete details; don't swamp students with myriad facts.

Direct instruction on quality customer service in regards to phone skills

Objective: Supervisor provides direct instruction on quality customer service telephone skills. Narrow the concept down to the topic-phone skills. Teach the class what the experts say on phone skills. What have surveys told us? inform it. How is it done? Give information from the experts.

Activity: 1) Supervisor presents Powerpoint presentation/lecture on phone skills including how to thandle the angry caller, transferring calls, how to say ”no”, etc. What do surveys by colleges say students look for in regards to customer service? Staff watches a humorous video on phone skills. 2.) Supervisor gives a short lecture on use of voice and shows a short film on how the vocal cords work. A handout summary of the important telephone skills is distributed.