Course Details

All staff who may be inexperienced at using the telephone or who need to refresh their skills; as well as those who are new to the professional environment.

A new way to provide quality in-house training with minimal impact on the working day. For more details please view our Modular courses section.

• Create a positive first impression of themselves and their firm at the telephone
• Know the firm's procedures and protocols for handling telephone calls
• Take control of calls confidently and efficiently

Presentation, discussion in small and large groups, exercises and practical situations using telephones and recording equipment.

This course does not cover situations which may be especially difficult or sensitive. Please therefore also refer to its sister course below, which may also be suitable.

Handling Difficult Callers

Creating Images with the Voice

Welcome and introductions

Course objectives and overview

Good and bad telephone behaviour

What is a professional telephone manner?

• Why organisations lose clients

Ways of adopting a professional telephone manner

The verbal handshake

• First impressions
• It's not just what you say
• Using your voice
• Tone-pace-volume

Getting the message

• Learning to listen 
• Dealing with enquiries
• Message taking 

Offering help

• Taking responsibility for a call
• Handovers and transferring calls
• Making outgoing calls
• Following up and keeping promises

The do's and don'ts of telephone behaviour

Action session

Summary and close