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"I would most certainly be interested in attending more of your courses - a thoroughly worthwhile session!

Learn How To Create Effective Images With Your Voice

Creating Images with the Voice

Course Ref. 10028
No. of Days 1
Participants 6 to 8

Target Audience

Receptionists (and those who also act as switchboard operators); message desk staff; switchboard operators; relief staff for any of these roles.

Course Objectives

Identify new ways to create positive impressions of themselves and their firm
Control calls in the most efficient way
Deal effectively with all callers


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

Course Contents

Welcome and introductions

Course objectives and overview

The operator's role

  • Client care
  • Repercussions and consequences


  • Standards
  • Tone/pace/volume
  • Crisp and polished

Dealing with queries

  • Controlling the call
  • Asking questions
  • Offering alternatives

Closing the call

  • The silent close
  • Using reassuring words

The message desk

  • Identification and greeting
  • What options are available?

Practical situations using telephones

Action session

Summary and close