Effective Telephone Skills

Course details

Modern technology has allowed business transactions to take place without having to meet in person. The emerging use of telephone has become so common that people do almost anything under this mode of communication which is fast and convenient.

This simple yet effective mode of communication is so powerful that it can either create businesses over split seconds or destroy the image and reputation which an organisation has built up over years of hard work.

Communicating over the phone is especially difficult as both parties are unable to see each other and could only visualise through the intonation used. Telephone mannerism exhibited can either help to ‘build’ or ‘destroy’ an organisation. This one day course focuses on the importance of creating a standardised calling procedure when dealing with clients via telephone.

Programme Objectives

At the end of programme,participants should be able to:

• Derive a standardised pitching when they are handling or making telephone calls
• Understand and apply the standard procedures of making or handling telephone calls
• Appreciate how standardised calling procedures can positively influence the corporate image & reputation of an organisation

Programme Outline

1. Key questioning and listening skills
2. Understanding non-verbal behaviours
3. Identifying communication skills
4. Attitudes and motives behind communication behaviours