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Participant, Saffery Champness

This course wasn't just about listening! With the small groups there was lots of participation. Such a great mix of interactive exercises and tutor based discussions.

Learn How To Improve Your Telephone Skills

Telephone Skills and Behaviour

Course Ref. 10029
No. of Days 1
Participants 6 to 10

Target Audience

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.

Course Objectives

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.

Important notes

This course does not cover situations which may be especially difficult or sensitive. Please therefore also see related courses.

Course Contents

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