Content

• Face to face vs telephone – what’s the difference?
• Communication and the telephone
• Telephone etiquette
• First impressions
• Tone of voice
• Body language over the telephone
• Active listening and effective questioning skills
• Identify, understand and satisfy the caller’s needs
• Constructive language
• Communication barriers
• Introduction to assertiveness (assertive, passive, aggressive behaviours)
• Handing difficult callers
• Managing stress

Learning Objectives

• Identify the caller’s needs
• Present a professional image on the telephone
• Understand the various communication barriers
• Identify and manage behaviours on the telephone
• Handle difficult callers
• Understand when it is necessary to terminate a call and be confident in doing so
• Be able to show empathy and understanding to the caller
• Be able to treat each call individually and not allow personal emotions to cloud your judgement

To download the course outline as a PDF, please click here.