Telephone Skills

Skill development training material designed for you to pick up and run with the minimum of hassle. They come complete with all the resources you need to run the training course. No design worries!


£132 (£110 + £22 V.A.T.)

Complete with copyright waiver licence, giving permission to amend the product in any way and multi-photocopying rights. All courseware products are subject to our Terms of Business. Please read prior to purchase. Pay online via credit/debit card/paypal by clicking the button below (PayPal account not essential). Alternatively to pay by cheque or be proforma invoiced go to Terms of Business to download an order form. Products are emailed to purchasers once payment is complete.


telephone skills course uk

Free Sample Slides/Trainer Notes

Management Training Course Sample

Free Delegate Manual

Management Training Course Sample

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Course Overview

By the end of the training course, participants will cover:

  • Nature of communication
  • Choosing the most appropriate communication method
  • Importance of first impressions from the caller’s standpoint; Giving callers the wrong impression
  • Challenges of communicating by telephone
  • Factors of good and bad phone etiquette
  • Essential preparation to take the call
  • The 6 W’s of message taking
  • Questioning skills
  • Active listening skills on the telephone
  • Factors of voice to add impact - Power, Pace, Pronunciation, Pitch
  • Tactics and tips to cope with anger and complaints. 3 steps to assertive behaviour
  • 6 steps to an incoming call
  • Skill practice to experience the telephone process in practice

Course Features

  • A feature of the telephone skills training material is the use of a Knowledge/Skill Checklist (within the delegate manual) - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the training course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.
  • A self-development tool for after the course based on the 6 steps to incoming call handling

What you Receive

  • 44 Full colour master slides (supplied on MS Powerpoint)
  • 55 page Master Course Notes (supplied on MS Powerpoint)
  • 48 page Master Delegate Manual (supplied on MS Word)

Target Audience

All Staff who use the telephone but particularly those who deal with incoming calls from Customers. This programme can also be used with Contact Centre and I.T. Help Desk staff.

Duration

  • 1 Day

Costs

£132 (£110 + £22 V.A.T.)

Complete with copyright waiver licence, giving permission to amend the product in any way and multi-photocopying rights. All courseware products are subject to our Terms of Business. Please read prior to purchase. Pay online via credit/debit card/paypal by clicking the button below (PayPal account not essential). Alternatively to pay by cheque or be proforma invoiced go to Terms of Business to download an order form. Products are emailed to purchasers once payment is complete.

Multi-buy Pack Courseware

Buy any 6 fully designed ready-to-deliver courses for £552 (£460 + £92 V.A.T.) A saving of £240! Email us with the names of the product titles and we will liaise with you for payment. Products must be purchased in one order.

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