The telephone is the most familiar piece of technology in the workplace and it's use is often taken for granted. It is the way we speak to most of our customers, the way relationships are forged or broken, and the way information is clearly or poorly relayed. The ability to communicate in a prompt, friendly, and professional manner is essential to creating the right impression and getting your message across.

Subjects covered

• Nature of communication.
• Choosing the most appropriate communication method.
• Importance of first impressions from the caller’s standpoint.
• Giving callers the wrong impression.
• Challenges of communicating by phone.
• Factors of good and bad communication on the telephone.
• Essential preparation to take the call.
• The 6 W’s of message taking.
• Questioning skills.
• Active listening skills on the phone.
• Factors of voice to add impact - Power, Pace, Pronunciation, Pitch.
• Tactics and tips to cope with anger and complaints.
• 3 steps to assertive behaviour.
• 6 steps to an incoming call.
• Skill practice to experience the telephone process in practice.

Course Information

Duration : 1 day
Target Audience : All Staff who use the phone but particularly those who deal with incoming calls from Customers.