WHO IS THE COURSE SUITABLE FOR :

This workshop is suitable for anyone who has to use the telephone regularly as a method for communicating with customers or colleagues. It is a practical course that provides an opportunity for participants to analyse the strengths & weaknesses of their current approach with a view to enhancing personal efficiency and effectiveness when using the telephone.

AIMS AND OBJECTIVES

By the end of the course participants will be able to :

	Recognise the strengths & weaknesses of their current telephone style/techniques
	Plan telephone calls more effectively
	Communicate more effectively on the telephone
	Manage “difficult” calls more effectively whilst remaining calm and in control

CONTENT

The telephone as a communication tool: Establishing rapport and first impressions Engaging, channelling and listening skills Sounding confident & enthusiastic – the importance of voice & words	Planning a call: What resources do I need? Phone calls as interruptions Organising calls into your working day Have a clear objective
Managing the conversation: Pros and cons of using telephones - first impressions and expectations Incoming and outgoing calls, different approaces	Dealing with difficult calls: How to remain calm & in control Empathy and establishing facts Apologising when it is appropriate

METHOD OF DELIVERY

The course will be delivered using a variety of methods including structured plenary, group discussion, activities and simulations. 2-way recording equipment may be used, where delegates give their permission, for feedback purposes.