Customer Service: Skills for Success: 2026 Release ISE
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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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