Effective Telephone Communication Skills & Etiquette

Introduction/Course Description

Effective telephone communication is a crucial skill in today’s fast-paced business environment. 

This two-day Effective Telephone Communication Skills & Etiquette training program is designed to equip participants with the tools and techniques to communicate clearly, confidently, and courteously over the phone.

Learning outcomes

By the end of this Effective Telephone Communication Skills & Etiquette training course, participants will be able to:

• Develop clear and effective communication skills specifically for telephone conversations.

• Learn to listen actively and respond empathetically to the caller's needs.

• Master phone etiquette to ensure professionalism and courtesy during every interaction.

• Handle challenging calls confidently and with composure.

• Understand the importance of tone, pace, and clarity in telephone communication.

• Build strategies to leave lasting positive impressions during phone calls.

Key Topics

Module 1:
Fundamentals of Telephone Communication

Module 2:
Active Listening and Empathetic Responses

Module 3: 
Telephone Etiquette and Making a Positive First Impression

Module 4: 
Practical Role Plays and Feedback Session

Module 5:
Handling Challenging Calls with Professionalism

Module 6:
Time Management and Efficiency in Telephone Conversations

Module 7:
Cultural Sensitivity and Global Communication Etiquette

Module 8:
Advanced Role Plays and Call Improvement Strategies

Who Should Attend?

This Effective Telephone Communication Skills & Etiquette training course is designed for customer service representatives, sales executives, administrative staff, receptionists, and anyone who regularly communicates via telephone and wishes to enhance their phone communication skills and etiquette.