Telephone Training - Telephone Skills Courses

Who Should Attend the Course?

All staff members who use the telephone as part of their normal duties.

Course Outline

Introduction and Course Overview

Exercise: Getting To Know You

Knowledge / Skill Checklist

First Impressions

Communication

Why Communication Goes Wrong

Building Rapport

Communication Methods

Personal Communication Style Questionnaire

Telephone Skills

Telephone Skills Self Diagnostic

Inappropriate Language/Phrases Exercise

Effective Telephone Communicators

Poor Telephone Communicators

The Factors of The Voice

Power

Pitch

Pronunciation

Pace

Inflection/Emphasis

Six Steps to Handling An Incoming Call

Good and Poor Statements on the Phone

Warm Transfer of Calls

Message Taking

Questioning Techniques

What are Open Questions?

What are Closed Questions?

T.E.D. Technique for Open Questions

Funnelling Technique

Listening Skills

Listening Skills Questionnaire

Listening Skills Tips/Techniques

Telephone Work – Standards Monitoring Checklist

Role Play: Guidelines for Observer Feedback

Assertiveness

Car wars exercise

Assertiveness, Aggressiveness and Passivity

Assertiveness – The 3 Steps

Assertive Skill Practice

15 top tips for building trust and rapport

Influencing: Preparation

Influencing Tactics

Dealing with Anger

Irate People – Tips and Tactics

A Personal Action Plan