Telephone behaviour: The rules of effective communication ► Back to Customers
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned. This engaging, amusing and highly memorable story presents practical rules for conducting a call from start to finish.
An assistant manager of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired. Fortunately someone is on hand to show her the mistakes she’s making, and how to overcome her shortcomings.
This programme demonstrates telephone skills in a highly effective way. Anyone who uses the phone at work will learn how to answer the call with a ‘verbal handshake’, the importance of preparation, of showing callers that they're understood, and of asking open questions to gain information, using the caller's name frequently to establish trust.
Finally the programme tackles voicemail, showing that the same rules apply, whether someone's leaving a message on someone else's machine, or a prompt on their own.
To give all staff members the skills to use the telephone effectively in a business context.
Everyone who uses the telephone as part of their work
Improve the way your business is represented on the telephone
Increase the effectiveness of your communication within the workplace and to those outside
This course includes thought-provoking questions to ensure you are being challenged. The bite size modules will allow you to work at your own pace as you work though the demonstrations, tutorials and video clips. This course includes:
Pre test to establish your current knowledge, and establish which modules are most relevant to you
Test results and summary notes at the end of each module
Glossary of commonly used terms
Final knowledge test
Capability to upload your skills onto your Innovate CV
The average time to complete this course is 2 hours (as each course in completely interactive, this may vary depending on how quickly you progress through each subject)