Effective and efficient communication is achieved by:

• being familiar with operating manuals and confident about using the telephone system and its features such as call transfers, placing calls on hold and redial

• using active listening techniques

• expressing a positive interest through personal manner and behaviour

• writing down the most important facts

• checking that you have taken down the facts correctly

• ensuring that any instructions you give are clear and accurate

• interacting in a business-like but appropriately friendly way with other stab customers and clients.