Telephone Techniques, Phone Etiquette

Program Overview

Telephone etiquette is the most under-rated skill in communication as it does not involve face-to-face interaction or the written word, the 2 areas where most training in business communication is concentrated.

However, with the rapid changes in the modes of modern communication particularly in mobile phone technology and the new ways of doing business globally such as the outsourcing of call centers, telephone skills are fast gaining recognition as a necessary and important skill in today’s world.

Training objectives

Learn how to project a positive image of themselves and their employer organization

Provide courteous and people-oriented telephone services

Learn empathic listening

Understand and handle difficult people and address their concerns, issues and complaints

Enhance personal and organizational productivity through effective telephone handling

Stay cool, calm and collected

Avoid potential adverse reputational issues arising from mishandling telephone calls

Who should attend

Executives for whom the telephone plays an important role in business lives especially those whose main source of communication is through the use of either fixed lines or mobile telephones. It is also useful for those who feel that their business, or for that matter, private lives can be enhanced by a deeper understanding and appreciation of the subtle intricacies of communication via telephone.

Training outline

This program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, approach and objectives. Details follow:

Basic Telephone etiquette

Use effective call greetings as a caller and receiver

Use appropriate language during telephone conversations

Use an effective approach to handle special telephone tasks like:

Call transfers

Taking messages

Call backs

Holds

Interruptions

Unintentional disconnects

Impactful Telephone Communication

Active Listening

Understanding Customer Expectations – EMPATHY

Probing Skills – Questioning techniques

Dealing with difficult / angry customers

Developing 2 way communication

Articulate Speaking

Methodology

This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.

Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.