Book your Developing Effective Telephone Skills Training Course
This one day course is being run three times between Friday 6th July 2012 and Thursday 31st January 2013 in London,
Book this course with us today from as little as £506.41 + VAT and with our price guarantee you can be confident of getting great value. Our team of experienced independent booking administrators will make the joining process painless and by providing feedback on your experiences you’ll also influence the Coursebookers independent course ratings.
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Locations/dates for this course
| Date | Provider | Location | Rating | Price | ||
|---|---|---|---|---|---|---|
| Friday 06 July 2012 | Hemsley Fraser | London |  | Save £62.59 | £506.41+VAT | |
| Tuesday 16 October 2012 | Hemsley Fraser | London | | Save £62.59 | £506.41+VAT | |
| Thursday 31 January 2013 | Hemsley Fraser | London | | Save £62.59 | £506.41+VAT |
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Summary:
This interactive one-day course will enable you to practise tools, tips and techniques
involved in effective telephone communication. Exceeding expectations on the
telephone means not only listening to and understanding others, but also being
efficient, confident and enthusiastic.
PreRequisites:
You will be required to complete a pre-course questionnaire so that we can ensure
the course focuses on your key issues and needs, and those of your manager.
Audience:
Suitable for all staff who need to communicate on the telephone. It is ideal for
personnel who use telephones extensively on a daily basis, particularly those on:
switchboards, reception, customer service units, help desks, and for secretaries, PAs
and administrators.
Objectives:
- Use the telephone professionally and productively
- Provide an excellent telephone service - meet and exceed expectations
- Deal with complaints and difficult situations effectively
- Listen empathetically and ask the right questions
- Close a call by summarising what happens next
- Manage your emotional responses when under pressure
Outline:
Effective Telephone Communication
- Doing business on the telephone
- Creating the right impression - establishing rapport
- Planning and preparing your calls
- Mastering the basics of holding and transferring calls efficiently
- Controlling and closing calls smoothly
Managing Challenging Callers
- Overcoming barriers to communication
- Recognising different behaviour styles - passive, aggressive and assertive
- Assessing and using your own level of assertiveness
- Adapting your voice and tone to achieve positive outcomes
Dealing with Difficult Situations
- Understanding how perceptions can alter a call
- Handling complaints positively and creatively
- Defusing difficult situations
- Being positive even when you can’t say 'yes'
Staying in Control
- Remaining calm, flexible and professional
- Managing your emotional responses under pressure
- Handle abusive calls and pick yourself up after a difficult call
- Leave a positive impression of you and your organisation
Personal Development
- Refining your telephone manner - developing a courteous and professional
style Creating a personal action plan
Description:
This interactive one-day course will enable you to practise tools, tips and techniques
involved in effective telephone communication. Exceeding expectations on the
telephone means not only listening to and understanding others, but also being
efficient, confident and enthusiastic.
Hemsley Fraser
Hemsley Fraser is a highly dedicated global innovator and leader in learning and people development. All courses are designed and delivered by highly skilled and knowledgeable consultants who are passionate about helping people learn. With over 32,000 customers worldwide and with an impressive portfolio with courses in excess of 1,700 unique subjects.