Course Outline

This workshop aims to equip delegates with a basic knowledge and solid skill practice for improved telephonic communication. It can be tailored according to the needs and protocols within your business.

Available Format

  • Usually run as a one-day course
  • Duration of training day is 08:30 – 16:30
  • Aimed at all employee levels and tailored according to the audience

Learning objectives

Participants should, on conclusion of the training, display the following competencies:

  • An understanding of the barriers to effective telephonic communication
  • Practical understanding of basic telephone etiquette: professionalism and effectiveness in taking messages, re-directing and following up calls
  • A consistent telephone procedure: delegates learn the steps of opening to closing a telephonic conversation
  • Application of listening techniques for improved understanding
  • Vocal grooming, including use of tone, pace and voice projection
  • A positive personal attitude
  • Ability to deal with difficult callers

These points highlight some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course outline

1. An activity and discussion to demonstrate delegates’ current telephonic skills so that they can use it as guideline moving forward

2. Barriers in communication

  • Communicating without body language
  • Personal attitude
  • Misinterpretation
  • Poor retention of key information

3. Effective telephone etiquette

  • What is effective telephone etiquette?
  • Why is it necessary?
  • Applying effective telephone etiquette: practical activity

4. Telephone procedures: the steps involved so that effective telephone etiquette can be employed, both internally and with external callers. This module is tailored according to the organisational standards and requirements of our clients:

  • How to answer the telephone
  • How to process incoming and outgoing calls
  • How to follow up

5. Dealing with difficult callers

  • Effective listening skills
  • Use of one’s voice
  • A positive personal attitude

6. Summary review of key learning points

7. Focus on personal growth from this training

8. Close

Course Outline

This one day workshop aims to equip delegates with a basic knowledge and solid skill practice for improved telephonic communication.

Learning objectives

Participants should, on conclusion of the training, display the following competencies:

  • An understanding of the barriers to effective telephonic communication
  • Practical understanding of basic telephone etiquette: professionalism and effectiveness in taking messages, re-directing and following up calls
  • A consistent telephone procedure: delegates learn the steps of opening to closing a telephonic conversation
  • Application of listening techniques for improved understanding
  • Vocal grooming, including use of tone, pace and voice projection
  • A positive personal attitude
  • Ability to deal with difficult callers

Course outline

Introduction and welcome

  1. An activity and discussion to demonstrate delegates’ current telephonic skills so that they can use it as guideline moving forward

  1. Barriers in communication

· Communicating without body language

· Personal attitude

· Misinterpretation

· Poor retention of key information

  1. Effective telephone etiquette

· What is effective telephone etiquette?

· Why is it necessary?

· Applying effective telephone etiquette: practical activity

  1. Telephone procedures: the steps involved so that effective telephone etiquette can be employed, both internally and with external callers. This module is tailored according to the organisational standards and requirements of our clients:

· How to answer the telephone

· How to process incoming and outgoing calls

· How to follow up

  1. Dealing with difficult callers

· Effective listening skills

· Use of one’s voice

· A positive personal attitude

  1. Summary review of key learning points
  2. Focus on personal growth from this training
  3. Close
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