Soft Skills · Short course
Telephone Etiquette Skills
Good telephone skills and etiquette go beyond just sounding good and using the right words. After all, both ‘what you say’ and ‘how you say it’ build the professional image of an organization. This service-oriented workshop…
The programme
Programme overview
Good telephone skills and etiquette go beyond just sounding good and using the right words. After all, both ‘what you say’ and ‘how you say it’ build the professional image of an organization. This service-oriented workshop encompasses good listening techniques, asking appropriate questions and developing basic telephone etiquette skills. This Ratomac Telephone Etiquette Skills workshop will benefit anyone keen on projecting a professional image at the workplace. Interactive methodologies such as role-plays and case studies will be employed to provide participants with opportunities for skills practice.
Who should attend
Who is this programme for?
Administrative, Sales support staff members and, Executives who need to develop their telephone skills.
Learning outcomes
What you will learn
Upon completion of this Telephone Etiquette Skills, participants will be able to;
- Appreciate how telephone etiquette contributes to a positive image for the company.
- Analyse the strengths and weaknesses of your voice.
- Have a standard format for consistency and professionalism over the phone.
- Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding.
Explore the programme
Detailed programme outline
Module 1: Elements of Telephone Etiquette
- Understanding the formula for customer service
- Projecting a Professional Image
- A standard format for consistency and professionalism
- An outcome-first attitude
- Barriers to phone communication
- Powerful telephone techniques and strategies
- Techniques for negotiating objections and resistance
- Active listening & pinpointing
- Closing the tele-conversation effectively
Module 2: Effective Communication
- The strengths and weaknesses of your voice
- Approaches to communicating – active and passive voice; direct and indirect
- Understanding and using tone effectively
Module 3: Dealing with Different Caller Types
- Phrases to use to handle difficult callers
- Communicating to suit different caller profiles using caller analysis
- Roleplay
Learning approach
How you will learn
Our diverse instructional approaches ensure effective learning:
– Lectures & Presentations: Engage with expert-driven, stimulating content.– Course Material: Access well-crafted supporting resources.– Group Work: Collaborate on discussions and case studies for practical insights.– Workshops & Role-Play: Participate in immersive, scenario-based activities.– Practical Application: Focus on applying theoretical knowledge in real situations.– Post-Training Support: Receive extensive support after training for skill implementation.
Discuss your requirements
Dates, duration & arrangements
Contact Ratomac to confirm dates, duration, delivery format, entry requirements and any applicable assessment or certification before booking.
Enquire about this programme