Telephone Skills

Price:

 

£125 (+VAT)

Duration:

 

1 day.

Who is it for?:

 

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

 

Course Content Includes:

  • 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.

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.