Answer: Marcia has been asked to conduct training for a group on telephone etiquette. The steps she should use to begin her task analysis are:
1) Firstly, one should pick up a call within three rings.
2) Then, one should immediately introduce themselves and speak with a very clear voice.
3) One should intently listen to the speaker and take notes, when required.
4) One should use proper language and must not use any informal language. They must also remain cheerful throughout the call.
5) One must always seek the permission of the speaker before putting them on hold or transferring their call.
6) One should be honest if they do not have the answer to the questions asked by the speaker and must not lie.
7) One should be careful of the volume of their voice.
8) One should use headphones during the phone call, only when it is necessary.
9) Lastly, one should always check for voice mails and respond to them positively.