Successful Telephone Techniques

Overview

This course will help people who use the telephone to learn more about how to communicate more effectively, how to avoid stress and how to deal with potentially difficult situations. It has proved particularly useful for technical help desks operators.

Course objectives
You will learn how influential the voice can be, and how to use it. You will also learn about some of the latest communication theory, and how to apply it to real life situations.

By the end of this course you will have learned
How to understand the ways in which human communication can influence others both consciously and unconsciously; some powerful communication patterns; how to influence and persuade others through language patterns; how to stay calm and safe when dealing with callers.

Who should attend
People who man telephone help desks, or spend a lot of time on the telephone. It will also be useful to supervisors of call centre and telephone operators.

Pre-requisites
Anybody who operates mainly on the telephone and who wants to learn more skills and develop greater flexibility in their approach to callers.

Course synopsis

• Understanding more about some of the many factors that are involved in human communication
• Learning to use your own voice to greater effect
• Gaining insights into how people can be influenced
• Exploring how much of human communication affects people unconsciously
• Dealing with difficulties that can arise in human interactions