The Professional Telephone Etiquette and Voice Etiquette training course focusses on modern telephone management skills and effective communication skills. “There is no accomplishment so easy to acquire as politeness, and none more profitable.” George Bernard Shaw
The Professional Telephone Etiquette and Voice Etiquette training course focusses on modern telephone management skills and effective communication skills. “There is no accomplishment so easy to acquire as politeness, and none more profitable.” George Bernard Shaw
One of the basics in a business is learning professional business telephone and voice etiquette because the telephone is part of everyday work and is often the first and only point of contact with some customers. It can potentially make or break a business relationship.
The course will address frequently asked questions such as:
How can I better understand telephone communication?
How can I improve my telephone skills?
How do I make or take a telephone call?
How can I improve my communication skills?
Who should attend?
Receptionists
Call Centre Agents
Any Employee Who Interacts With Clients Telephonically
Training Outline
Unpacking Telephone Etiquette
Unpacking telephone communication – the good, the bad and the ugly.
Your Telephone Voice
Improving Your Inflection on the Phone
5 Qualities of a Professional Telephone Voice
Displaying Voice Enthusiasm
Projecting a Better Speaking Voice
Checklist for Vocal Qualities
Practical Role-Plays for Better Voice Quality and Habits
Modern Telephone Management Skills
Telephone Etiquette and Powerful Telephone Tips
Answering Calls
Making Calls
DO’s of Good Telephone Etiquette
DONT’s of Good Telephone Etiquette
Zero Tolerance Examples
Effective Communication Skills
What is Effective, Productive Communication
Understanding the Communication Process and Types
Non-verbal Behaviours for Productive Communication
How to Overcome Communication Barriers to Establish Trust and Rapport
How to Listen Actively and Give Constructive Feedback
How to Cope Professionally with Angry and Frustrated Customers
Professional E-mail Etiquette
The Top 25 Positive Words and Phrases
The Mindspa Institute Pty (Ltd) was established in 2008 and specializes in skills development. We are accredited with The Services Seta and have offices in Gauteng and Cape Town and operate internationally.
We have had the privilege of forming partnerships with major blue-chip companies as well as government institutions and have rolled-out training and workshops across Africa. We have numerous client references available to ensure that you can make an informed decision and can trust us to partner with you in growing your team.
The greatest gap in the world is between “knowing” and “doing” so all our training workshops and interventions focus on bridging that gap through interacting with the business, its management and employees, enabling them to take the lessons and practically implement the changes in their work and personal lives.
While Management Training remains a key focus, we offer a wide variety of training courses and workshops, continuously updated to remain relevant, across public and in-house platforms.
The Corporate Receptionist workshop develops front line staff to become highly professional and efficient when dealing both face to face and telephonically with clients. They will understand the importance of communicating in a corporate and courteous manner to both internal and external customers.
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