Telephone Skills Training Course for Professionals

In this course you will learn how to communicate information clearly and without risk of misunderstanding. You will also learn how to present a professional image and confidently lead faceless conversations in a business setting.

Did you know that in a face-to-face conversation the tone of your voice accounts for 40% of the impression you make? For telephone conversations it’s even more important.

Audience

• This course is perfect for people of all experience levels and seniority who use the telephone to talk with external customers (clients/suppliers), as well as internal customers (colleagues/contractors).

Learning Objectives
By actively participating in this course, you will learn about the following:

• Developing a professional telephone manner
• How to prepare for making calls, leaving messages, and answering the phone
• Understanding your caller’s requirements to be able to capture useful information and properly relay this
• How to deal with difficult calls effectively and professionally 

Prerequisites

• There are no pre-requisites for our onsite or in-centre courses. For our Virtual Classroom training you will need a laptop or PC with a working microphone. A webcam is also recommended for the best experience!

Course Contents

• Listening skills and telephone etiquette
• Telephone tips – making and receiving calls
• Receiving and relaying messages effectively
• Leaving a voicemail message
• Leading the conversation
• Dealing with difficult calls