Professional Telephone Techniques
Short course
In Coventry
Description
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Type
Short course
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Location
Coventry
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Duration
1 Day
First impressions can have a lasting impact whether they are made face to face or on the telephone. On the telephone they are particularly important because as far as the caller is concerned the voice on the telephone is the organisation. This course provides the opportunity to consider what makes effective communication, how to establish rapport on the telephone and how to handle.
Facilities
Location
Start date
Start date
Reviews
Course programme
First impressions can have a lasting impact whether they are made face to face or on the telephone. On the telephone they are particularly important because as far as the caller is concerned the voice on the telephone is the organisation. This course provides the opportunity to consider what makes effective communication, how to establish rapport on the telephone and how to handle difficult calls positively.
Course Content
- What makes effective communication
- How to overcome barriers to successful communication
- How to establish rapport with someone when using the telephone
- Techniques for active listening
- Appropriate questioning techniques to aid understanding
- How to control incoming calls politely and assertively
- Ways to handle difficult telephone calls positively
- How to sound confident and generate confidence
Suitability
All staff who want to improve their telephone communication skills.
This course outline can be adapted to meet the needs of an organisation, department or team. Details and prices are available on request.
Assessment
No formal assessment.
Candidates will receive a City College Coventry Certificate of Attendance
Duration
1 day (9:30am - 4:30pm)
Course notes and / or manuals are provided
Progression
- Effective Communication Skills
- Handling Difficult Behaviour
- Essential Customer Service
Professional Telephone Techniques