Telephone Behaviour: The Rules of Effective Communication

Introduction

Telephone communication is at the heart of modern business.  If staff can develop effective telephone skills, they’ll portray a positive, professional image and strengthen relationships with customers and suppliers.

A perfect introduction to telephone skills for anyone who uses the phone at work, Telephone Behaviour: The Rules of Effective Communication will improve the way your business is represented on the telephone.  From the importance of starting the call with a ‘verbal handshake’ to repeating key phrases to show callers they’re understood, the course is packed with practical rules to help staff conduct a more professional telephone call from start to finish.

Who is the course for?

Telephone Behaviour: The Rules of Effective Communication is suitable for anyone using the telephone at work who needs to know how to create a professional impression of the company and successfully gather the information they need.

This course is appropriate to any business sector, there are no formal entry requirements and employees do not require any prior experience.

What will you get from this course?

When you have completed this course you will be able to:

• use the telephone effectively at work
• be prepared before making a business call
• start and finish a business call in a professional manner
• control the conversation by asking the right questions

Course features

Famous faces including John Cleese and Rebecca Front will show you how to and how not to go about making and answering telephone calls in a business context. An assistant manager plans to give a seminar on professional telephone skills, however her own skills leave a lot to be desired. She goes on to learn some practical rules for conducting a call from start to finish.

Set in everyday surroundings, well-known performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them.  The familiar settings and witty role play will help you to apply the material to your own workplace.

Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.

You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.

Other courses you might be interested in

On the Receiving End: Making Call Centres More Effective
Complaints and Quality Management: Quality through Customer Service
Demanding Customers: Customer Care Made PERFECT

Course code

104198BT011

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