Personal Development Course List

Telephone Skills 
One-Day Workshop

Course Outline 
Effective use of the telephone is an essential skill within every department of every organisation. Many people are unaware of the image they portray whilst involved in telephone conversation. This training course aims to give the delegate the skills required to understand what constitutes a good telephone manner; gain confidence and give a good impression when dealing with different people on the telephone and pass on messages effectively. 

Delegates Requirements 
This workshop is highly practical. Delegates will be required to take part in group discussions, role play using the telephone and individual exercises to develop their skills. 

Who Should Attend? 
This training course is designed for delegates who are required to use the telephone as an integral part of their role and require development in their skills.

 
Introduction to Telephone Skills
   The importance of the telephone in business?
   How we communicate
   When to telephone, write or meet

Customer Care
   What is customer care
   What is the true value of giving customer care.
   Who are your customers?

Communication skills
   How we communicate
   Understanding moods and attitudes
   First impressions

   Listening skills

Exercises and role play

Personal Action plan