“When people talk, listen completely. Most people never listen.”
Ernest Hemingway
In today’s world, phone calls play an important part in our everyday communications in both personal and professional roles. Phone conversations deny us the benefit of making eye contacts or observing others body language to make our interaction more effective. Therefore it is of outmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.
The rise of telephone services provided in global call centres and the expectation of consumers to get a good service no matter where they call has resulted in an ideal “etiquette”. This etiquette must be followed and mastered by anyone who relies on telephone conversations as a mean of communication with customers or colleagues. With the popularity of mobile phones people are now available almost anywhere and at anytime and knowing how to handle phone calls has become more important than ever before.
The best way to learn telephone skills is by example. The course is packed with examples and exercises. Many guidelines and scenarios are provided to help delegates understand how to handle various challenging situations. The course contains examples on both good and unhelpful phone conversations to familiarise participants with different responses and help them understand ways of dealing with a variety of possible situations.
As with all Skills Converged courses, this course heavily relies on Accelerated Learning principles which facilitates the transfer of knowledge as efficiently as possible. The course comes with comprehensive trainer guidelines, workbook and exercises which will help trainers to easily setup an effective learning environment.
In this highly practical course delegates will learn:
Audience: Anyone
Prerequisites: None
Course Duration: 1 Day
Course Level: Beginners & Intermediate
By the end of this course the delegates will be able to:
Making good phone conversations is all about knowing what to say, when to say and how to say it. All three require examples and a persistent attitude to practice until mastered. The course is designed from the outset to satisfy all three areas. We believe it is critical for learners to see how a conversation can fail before they are told how they should perform it. This is why the courses contains many examples of failed phone conversations in addition to effective and professional conversation suggestions that demonstrate how not to handle a particular situation.
Group exercises and role plays significantly help delegates to practice the guidelines provided. Many topics are repeated in subtle ways throughout the course to maximise retention. In our experience, just mentioning an ideal practice once is not good enough as it is easy for delegates to fall back to bad habits and forget it altogether. Repeated exposure to the content in addition to participation in real-life scenarios will significantly help delegates to master the techniques discussed in the course and indeed this is how this course is designed.
Specific Course Guideline
General Guide on Methodology and Training Delivery Best Practices
eBook: How to Increase the Impact of Exercises and Get the Best Results
More Information on What's Included in this Product
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