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1. |
Open
Microsoft Office Word
2003 and open the
Telephone Techniques
document from the Exercise Files folder. |
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2. |
Place your cursor in the line above
Initial Greeting.
Click the
Insert menu and
click Caption.
Fill out the caption dialog box so it looks
like the sample below.
Click
OK. |
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3. |
Drag and drop the
caption so it’s
either above or below the picture.
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4. |
Select the text
The Initial Greeting.
Click the
Insert menu,
click Bookmark.
In the Bookmark dialog box, type
InitialGreeting
and click OK.
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5. |
Select the text
NEVER Say: on
page 4.
Click the
Insert menu,
click Bookmark.
In the Bookmark dialog box, type
Do_Not_Say and
click Add.
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6. |
Find the quote at the top of Page 7.
Put your cursor next to the word
Carnegie.
Click the
Insert menu,
click Reference,
and click Footnote.
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7. |
Fill out the Footnote and Endnote dialog
box so it looks like the sample below and then click
Insert.
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8. |
Type
Taken from Bartlett’s Quotations 2004, pg 454 for the
footnote.
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9. |
Scroll back up to the top of the document.
Place your cursor in the line between the
first two paragraphs.
Press Enter and
type: We’ll also talk
about some things to avoid saying. For a complete list, see page
Then press
Enter again.
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10. |
Click to place your cursor at the end of
the paragraph we just typed, after the word page. Click the
Insert menu,
choose Reference,
and click
Cross-Reference.
For the
Reference type,
choose Bookmark.
For Insert reference to,
choose Page number.
For the bookmark, click
Do_Not_Say in the white pane.
Click
Insert and then
click Close.
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11. |
Type a
period after the
cross-reference we just inserted. |
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12. |
Press
Alt+Shift+X to
open the Mark Index Entry dialog box.
Find the words
service techniques
in the first paragraph of the document.
Click back to the
Mark Index Entry
dialog box.
Leave the options at the default and click
Mark All.
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13. |
Repeat the process for the following words
and phrases:
Page 1, Paragraph 2: avoid saying
Page 1, Paragraph 3: characteristics of the
telephone
Page 1: Initial Greeting
Page 2, Paragraph 3: poor service
Page 2, Paragraph 7: transferring the call
Page 2, Paragraph 9: waiting time
Page 3, Paragraph 2: progress report
The rest of our words and phrases have been
marked. We can now click
Close in the Mark Index Entry dialog box. |
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14. |
Hide paragraph markings if they have been turned on.
Place your cursor at the
end of the document.
Press
Ctrl and
Enter to create a
new page.
Center your cursor and type
Index.
Press
Enter twice.
Left-align this line.
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15. |
Click the
Insert menu,
choose Reference,
and click Index and
Tables.
Click the
Index tab if it’s
not already selected.
Choose a
format that you
like and check Right
align page numbers.
Choose a
tab leader that
you like.
Click
OK.
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16. |
Save your document as
Telephone Techniques
Finished. |
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17. |
Close Microsoft Office Word 2003. |
