Introduction

In today's fast-paced professional environment, effective telephone communication is essential for building strong business relationships and ensuring information is conveyed accurately. This 5-day course on Professional Telephone Etiquette aims to equip participants with the skills and techniques required to manage telephone interactions professionally and effectively.

Objectives

• Understand the importance of professional telephone etiquette.
• Develop effective listening and speaking skills for telephone communication.
• Learn how to handle difficult conversations and manage conflicts over the phone.
• Master the nuances of non-verbal communication on calls.
• Improve overall customer satisfaction through enhanced telephone interactions.

Course Outlines

Day 1: Fundamentals of Telephone Etiquette

• Understanding the role of telephone communication in business.
• The do's and don'ts of telephone etiquette.
• Creating a positive first impression.
• Understanding and controlling tone of voice.
• Practicing common courtesy and politeness on calls.

Day 2: Effective Listening and Communication Skills

• The importance of active listening.
• Identifying and overcoming language barriers.
• Building rapport over the phone.
• Avoiding misunderstandings and clarifying information.
• Enhancing verbal communication skills.

Day 3: Handling Challenging Calls

• Strategies for managing difficult conversations.
• Maintaining professionalism under stress.
• Conflict resolution techniques over the phone.
• Dealing with irate or upset callers.
• Turning negative interactions into positive outcomes.

Day 4: Non-Verbal Communication and its Impact

• Understanding non-verbal cues in telephone communication.
• Using verbal skills to convey enthusiasm and empathy.
• The impact of silence and pauses.
• Balancing volume and speed for clarity.
• Utilizing feedback and confirmation techniques.

Day 5: Enhancing Customer Satisfaction

• Tailoring the telephone experience to customer needs.
• Using technology to improve call efficiency.
• Measuring and analyzing call quality.
• Continual improvement of telephone skills.
• Implementing a phone etiquette policy in the workplace.