Professional Telephone Techniques

Short course

In Coventry

Price on request

Description

  • Type

    Short course

  • Location

    Coventry

  • 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

Coventry (West Midlands)
See map
Swanswell Street, CV1 5DG

Start date

On request

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Course programme

Introduction
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

Price on request