Telephone Skills

Price:

 

£140 (+VAT)

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Duration:

 

1 day.

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Who is it for?:

 

All staff members who use the telephone as part of their normal duties.

 

Course Content Includes:

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• Nature of communication.

• Choosing the most appropriate communication model.

• Own personal communication style in business dealings with others.

• Importance of first impressions from the caller's standpoint.

• Giving callers the wrong impression.

• Challenges of communicating by phone.

• Developing rapport with callers.

• Factors of good and bad communication on the telephone.

• The 6 W's of message taking.

• Active listening skills on the telephone.

• Factors of voice to add impact.

• Tactics and tips to cope with anger and complaints.

• 3 steps to assertive behaviour.

• 6 steps to an incoming phone call.

• Skill practice.

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Notes:

Courses can be delivered at our Nuneaton training venue or at your own premises*.

 

​* Customers must be able to provide suitable classroom and workspace facilities for the number of delegates booked. 

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Upcoming Dates:

• Dates on Request