Customer Service: Skills for Success: 2026 Release ISE

SPEAKING AND LISTENING

1. Speaking in Public

2. Ethics and Public Speaking

3. Listening

4. Giving Your First Speech

SPEECH PREPARATION: GETTING STARTED

5. Selecting a Topic and a Purpose

6. Analyzing the Audience

7. Gathering Materials

8. Supporting Your Ideas

SPEECH PREPARATION: ORGANIZING AND OUTLINING

9. Organizing the Body of the Speech

10. Beginning and Ending the Speech

11. Outlining the Speech

PRESENTING THE SPEECH

12. Using Language

13. Delivery

14. Using Visual Aids

VARIETIES OF PUBLIC SPEAKING

15. Speaking to Inform

16. Speaking to Persuade

17. Methods of Persuasion

18. Speaking on Special Occasions

19. Presenting Your Speech Online

20. Speaking in Small Groups

APPENDIX Speeches for Analysis and Discussion

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