Training Courses

Telephone Answering Skills

In a typical one-day workshop you will:

• Be able to list the 5 main categories of telephone caller
• Have a useful battery of tools & techniques to use with various callers
• Learn particular skills for handling emotional callers
• Be affirmed in many skills used already
• Consider the 3 core conditions for effective telephone communication
• Find out how to avoid taking calls too personally
• Appreciate the positive effects of good telephone communications
• Learn about different ways to use your voice in order to be helpful to callers
• Explore a good range of solution focused questions to use

Programme Outline

Welcome

Attendees’ hopes & expectations of the day

The core conditions of effective telephone communication

Active listening skills

Letting the caller have their say and when to stop

How to be helpful to emotional, depressed or upset callers

The main categories of caller

Aggressive callers:  diffusing and pacifying techniques

The positive effects of good telephone communication

Pace of speech and tone of voice

Helpful and useful questions for particular types of caller

‘Off loading’ and how to avoid taking calls too personally

Body posture and position whilst taking a call

Helpful tips on how to make telephone work as rewarding as possible

Summary of main points and workshop round up

“I did not realise there were so many helpful and useful tips available.  My confidence has shot up!” – Karen Rusby, Northampton

“Now I feel I needn’t be phased by any type of caller.  Thank you John” – Stefan Gulzinski, Birmingham

“I can see where I was going wrong before.  It is so simple!” – Diane Ambrose, Portsmouth

‹ Back to Training Courses