iRubric: Telephone Skills rubric

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Telephone Skills

Evaluation of telephone skills as demonstrated during a mock call.

Rubric Code: AX85BX9

By beckettb

Draft

Public Rubric

Subject: (General)

Type: (Other)

Grade Levels: (none)

Telephone rubric Enter rubric description
	Poor Show no understanding of the competency or does not demonstrate the action/task 1 pts	Fair Shows little understanding of the competency or demonstrates very few actions 2 pts	Good Show good understanding of the competency. Demonstrates appropriate actions/tasks 3 pts	Above and Beyond Demonstrates complete understanding of the competency. Demonstrates all appropriate actions/tasks 4 pts
Greeting 1 pts How was the caller greeted and info given	Poor Individual does not identify themselves and why they are calling.	Fair Limited greeting. Not enthusiastic or does not give complete info.	Good Clearly identify who they are and why they are calling. The other person feels that the call is welcomed	Above and Beyond The individual is enthusiastic, has a positive attitude, and gives all the necessary info.
Tone, 1 pts Voice tone and inflection	Poor -Monotone -Unenthusiastic -not positive -Sounds annoyed or distracted	Fair -He or she is difficult to understand -Can be calm at times but may be unpleasant at some point during the cal.	Good -Calm tone that is understandable but not really that pleasant. -Clear and understandable.	Above and Beyond -Clear and understandable. -Pleasant, cheerful tone.
Effective Listening 4 pts Ability to listen to the caller and identify their need	Poor Unable to answers questions or explain him or herself.	Fair Able to answer part of questions and/or partially explain him or herself.	Good Caller uses paraphrasing, ask/answer questions, and explains him or herself but may take longer than needed.	Above and Beyond Caller uses paraphrasing, ask/answer questions, and explains him or herself. effectively and efficiently.
Close 1 pts The close of the call should wrap up the call	Poor No close to the call is given. Hangs up without using a closing phrase.	Fair Uses a closing such as "Thank you for your help" or "Have a nice day" but does not offer any other response or hangs up to quickly.	Good Uses appropriate closings such as "Thank you for your help" OR "Have a nice day". He or she says goodbye and hangs up when appropriate.	Above and Beyond Uses appropriate closings such as "Thank you for your help" AND Have a nice day". He or she says goodbye and hangs up when appropriate.
Pace 1 pts Timing of the call	Poor -Pace is too fast or quiet for most of the call.	Fair -Pace to too fast or too slow at times.	Good -Good steady rate of speech for most of the call.	Above and Beyond -Good steady rate of speech for the whole call.
Volume 1 pts Loudness during the call.	Poor -Too loud or too quiet for entire call.	Fair -Speaks up when told to but initially starts out or at certain points is too loud or quiet	Good -Good volume for most of the call.	Above and Beyond -Good volume for whole call.

Subjects:

(General)

Types:

(Other)

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