Telephone Skills
Training Exercises and Resources

This is powerful exercise in creative writing where delegates get to write a phone conversation based on certain limiting criteria. The structured approach to writing helps to make the task more creative and also showcases the power of creative narrative which can make communication more effective and concise.

Knowing how to communicate well with others is an essential skill.

Here, you will be introduced to several communication skills exercises suitable for kids and young adults. The way you run these exercises highly depends on the age of your audience so you will need to adjust them as necessary.

When making a call, it is important to formulate an objective before making the call. This allows you to focus on what you want and not to get side-tracked. In this exercise, delegates can practice sales skills and learn how to make effective call objectives.

This is a quick exercise in getting the delegates to think about the “benefits” of a product for a particular feature. The emphasis is to quickly convert a feature to several benefits on the fly and learn to do this effortlessly. Benefits are free of jargon and are centred around the customer so they are always better understood.

This exercise is ideal for delegates in sales and marketing roles where they have to describe a product to a customer.

Knowing how to talk on the phone is critical these days as a lot of communication takes place on the phone. Many times, you may need to respond to unusual requests or remarks and think on the spot so you can respond as diplomatically as possible. For example, how would you answer if someone asks you for a favour that you feel you cannot provide while not wanting to appear difficult or cold. As an example for the business world, suppose a customer wants something you don’t have or offer, how can you reply in a positive way to preserve the customer and not disappoint them.

In this exercise, delegates will go through a number of roleplays to practice challenging scenarios.