general telephone communication skills training course

objective

To introduce the principles and skills of telephone communication and to develop your ability to provide an excellent service to clients and colleagues.

topics

Understanding and assessing the impact you make over the telephone
Becoming aware of vocal tones and communication habits that can create misunderstanding and negative reactions
Increasing listening skills
Directing the conversation to a successful outcome
Opening and closing the call professionally.

course style

Very participatory. 70% practical work with 30% theory. This is an intensive and exhilarating day. Theory, discussion and roleplay will be used, with tape-recorders and telephones so participants can hear their progress over the course. Learning methods will be drawn from Neurolinguistic Programming (NLP) and Accelerated Learning (AL) to create a stimulating and memorable event.

outcomes

This course will provide an excellent foundation for anyone who needs to communicate effectively with clients or internal colleagues.

duration

Two days

number of trainers

Two

number of participants

Limited to 14 delegates to ensure individual attention.

what people have said about the general telephone communication skills course

‘This was a useful day – I can put the skills I learnt into good use.’
Ranjit Patel • Operations Assistant

‘I will continue to use the call handling techniques, along with voice control and how to deal with difficult people, thank you.’
Helen Troy • IT Helpdesk Agent

‘Very well presented – clearly explained and easy to understand. I found the duration and pace of the course very good!’
Heather Miller • HR Administrator

‘A very enjoyable learning experience – another objective reached – thank you for the training.’
Jane Anwood • Group Sales Assistant

The course formats have been written to provide a brief overview, as such they are a guide. All topics, content and delivery style are tailored to your requirements following an in-depth briefing meeting, prior to design and delivery.