Telephone Skills Training Materials
Focused on communication without visual cues, these customisable telephone skills training materials prepare participants for professional conversations with customers and colleagues. The practical one-day course covers rapport, tone, questioning, listening, information transfer, call control and challenging callers, helping participants reduce misunderstandings and create a capable, reassuring impression in every telephone interaction.
Format: Fully Editable Word & PowerPoint
Delivery: Instant Download & Ready to Use
Licence: Reusable for Unlimited Workshops
Trainer Friendly: Comprehensive Trainer Notes
Trusted Worldwide
Skills Converged customers include the NHS, Adidas, the BBC, BMW and Etihad Airways and many universities. Our training materials are used in more than 100 countries.
Key Topics Covered in the Telephone Skills Course
What Participants Will Learn
By the end of this course participants will be able to:
What Is Included
Everything you need to run the course:
- Slides
- Trainer Notes
- Workbook
- Exercises
- Handouts
- Specific Course Guidelines
- Agenda and Course Outline
- Training Methodology Guidelines
- Feedback Forms
- Certificate of Achievement
- Recommended Readings
Bonus ebook included: How to Increase the Impact of Exercises and Get the Best Results
Fully Customisable Training Course Material
Detailed Syllabus for the Telephone Skills Course
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.
This course contains a lot of materials that covers different aspects of holding conversations on the phone. Delegates will learn how to handle angry or demanding callers, how to establish rapport, how to obtain information or provide it and how to structure their sentences to get maximum results. The course is suitable for handling business or office phone calls, customer service or sales departments and call centres.
Suitable for employees, call centre staff, customer service personnel and anyone who uses phones regularly
Course is packed with examples, case studies and conversations capturing both professional and suboptimal conversations
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:
How to Serve People on the Phone
- What is it that callers are looking for?
- What do you want?
- What people don’t like about phone conversations?
How to Establish Rapport
- How to connect to callers emotionally
- How to control your tone of voice
- How to be emotionally skilled
How to Obtain Information
- How to ask efficient questions to get maximum amount of information
- How to minimise misunderstandings
- How to ask probing questions
How to Provide Information
- How to present data or guidelines so a customer can easily follow and understand
- What not to do when providing information?
How to Hold Telephone Conversations
- What are common situations you need to handle when on the phone?
- How to open phone conversations
- How to answer phones
- How to close a phone conversation
- How to put on hold
- How to transfer
- How to pick up someone else’s phone
How to Control Your Tone and Your Content
- How to structure your sentences
- How to get around the lack of body language signals
- How to talk with an appropriate rate of speech
How to Deal with Common Scenarios
- How to respond to angry, demanding or other types of callers
- What strategies can you use when you encounter difficult situations?
How to Listen
- How to exploit the power of listening skills
- How to show that you understand a callers request
“When people talk, listen completely. Most people never listen.”
Ernest Hemingway
Multi-Course Pricing Discount
10% OFF when you purchase 2 or more training materials packs.
20% OFF when you purchase 3 or more training materials packs.
30% OFF when you purchase 10 or more training materials packs.
Courseware Features
Buy & Download Instantly
- Add this course to your basket and pay securely using a debit or credit card, PayPal, Apple Pay or Google Pay.
- After payment, you will be taken immediately to the download page. We will also email your download link.
- Download and unzip the package to access the editable Word and PowerPoint training resources.
Buying several courses? Multi-course discounts are applied automatically in your basket.
Payment, Downloads and DiscountsCustomise the content, add your branding and combine it with your own materials. Supplied in editable DOCX and PPTX formats
Reprint participant workbooks as often as required.
A coordinated collection of trainer and participant resources that include slides, trainer notes, workbook, exercises and supporting documents such as printable certificates and feedback forms.
Content and design informed by educational psychology, behavioural science and business practice.
Includes detailed guidance to help you prepare and deliver the course confidently. We specialise in training trainers, so our course materials are designed around methods that work in real-world training delivery.
Examples, case studies and exercises support practice, engagement and long-term retention.
About the Design Philosophy of Telephone Skills Course
Used by Trainers in
100+ Countries
Our Training Materials Are Used Worldwide
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