Effective Telephone Skills

Introduction

Dealing with customers or staff over the telephone is a part of every-day working life. However, some people find it difficult to communicate over the telephone, especially when dealing with difficult or challenging customers and clients.

Aims

This workshop aims to equip participants with practical techniques which they can employ when communicating over the telephone.

Content

• The telephone
  How do we answer the 'phone?  What are the advantages and disadvantages of telephones?
• Communication skills
  Delegates will become aware of the importance of spoken communication and the problems than can arise from not understanding.  They will talk about what is good and bad practice on the 'phone, learn how to improve their listening skills and make their voice work for them. They will leave with ways to prepare for calls, obtain more information, ensure accuracy and more ....
• Assertiveness and building rapport
  Attendees will learn NLP techniques to enable them to be assertive and build rapport with everyone they speak to
• Difficult calls
  The group will discuss how to use their new skills with difficult callers
• Case studies
  Delegates discuss how they will now deal with their problem calls

• Action plan
  At the end of the session delegates put together a personal action plan with specific goals to improve their telephone techniques

Approach

As well as receiving inputs, attendees will work individually, in pairs and small groups.

Who is the course suitable for?

Anyone who uses the telephone in work.

Duration

Half a day