The learner reads about the kinds of questions that are most effective to use on student questionnaires evaluating instruction. Generic evaluations are less helpful than evaluations focused on the specific types of instruction and learning expected in a content area. Sample questions are provided.

In this learning activity you'll create a focused speech topic by using a focused pyramid.

Learners hear examples of customer focused responses to upset callers. They then practice rewording negatively phrased responses by employees.

Learners access information on telephone techniques in the workplace and create customer focused responses.