Developing Effective Telephone Skills

Overview

Course duration: 1 day.

This interactive one-day course will enable you to practise tools, tips and techniques involved in effective telephone communication. Exceeding expectations on the telephone means not only listening to and understanding others, but also being efficient, confident and enthusiastic.

Is it right for me?

Suitable for all staff who need to communicate on the telephone. It is ideal for personnel who use telephones extensively on a daily basis, particularly those on: switchboards, reception, customer service units, help desks, and for secretaries, PAs and administrators.

What will I learn?

By the end of this course you will be able to :

•  Use the telephone professionally and productively
• Provide excellent telephone service - meet and exceed expectations
• Deal with complaints and difficult situations effectively
• Listen empathetically and ask the right questions
• Close a call by summarising what happens next
• Manage your emotional responses when under pressure

Pre-course Activity

You will be required to complete a pre-course questionnaire so that we can ensure that the course focuses on your key issues and needs, and those of your manager.

What will it cover?

Effective Telephone Communication  

• Doing business on the telephone
• Creating the right impression - establishing rapport
• Planning and preparing your calls
• Mastering the basics of holding and transferring calls efficiently
• Controlling and closing calls smoothly

Managing Challenging Callers  

• Overcoming barriers to communication
• Recognising different behaviour styles - passive, aggressive and assertive
• Assessing and using your own level of assertiveness
• Adapting your voice and tone to achieve positive outcomes

Dealing with Difficult Situations  

• Understanding how perceptions can alter a call
• Handling complaints positively and creatively
• Defusing difficult situations
• Being positive even when you can’t say 'yes'

Staying in Control  

• Remaining calm, flexible and professional
• Managing your emotional responses under pressure
• Handle abusive calls and pick yourself up after a difficult call
• Leave a positive impression of you and your organisation

Personal Development

• Refining your telephone manner - developing a courteous and professional style  Creating a personal action plan