Home Open Courses Online Courses Bespoke Training Full Course List Contact Us

Professional Telephone Techniques

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. Remember, all of our open courses can also be run as bespoke courses, tailored to your organisation's specific needs and requirements.

Who will benefit: Receptionists, administrators, secretarial and customer service staff and anybody who deals regularly with external calls.

Objectives: By the end of the Professional Telephone Techniques course, participants will be able to:

  • Explain the importance of professional telephone techniques
  • Recognise the impact of their voice on the telephone and how to use it positively
  • Demonstrate they are actively listening to their callers
  • Use a range of questions to gather and clarify relevant information
  • Summarise and record key information
  • Identify ways to handle difficult telephone situations

Module One - The importance of professional telephone techniques

  • Why is your telephone technique so important?
  • How are first impressions created?

Module Two - Essential telephone skills

  • What are "good" telephone techniques and what do callers expect?
  • Voice, tone and body language
  • Impact of your voice
  • Using positive language to create the right impression and manage expectations

Module Three - Best practices

  • Call response time
  • Putting callers on hold
  • Transfer of calls

Module Four - Communication skills

  • Active listening
  • Asking the right questions
  • Clarifying skills and taking notes

Module Five - Handling difficult telephone situations

  • Managing difficult callers
  • Using assertive behaviour


Scheduled Courses:

Unfortunately this course is not currently scheduled. If you have a need for this course, please call us on 0115 984 9940 or contact us online as we may be able to schedule it for you, or run it in-house.

©2011. No part of this website may be copied or reproduced without prior permission.


For further details about how we can help you with your training needs, please contact one of our specialist interpersonal skills training advisers at our Associated Training & Consultancy offices on:
Telephone: 0115 984 9940
Fax: 0115 921 5352
Online Contact Form

Sponsored Listing:

Visit Associated Training & Consultancy for all your training requirements in:

Management Training | Sales Training | Health and Safety Training | Team Building | ILM Business Coaching