Course Description
Telephone communication remains an important channel for delivering effective public services and maintaining professional relationships with colleagues, stakeholders, and members of the public. The quality of telephone interactions can significantly influence the perception of an organisation and the level of customer satisfaction. This programme is designed to equip participants with the skills required to handle telephone conversations professionally, communicate clearly, manage difficult situations, and provide courteous and efficient service.
Course Objectives
The objectives of the course are to enable participants to:
- • understand the importance of effective telephone communication in the workplace.
- • apply professional telephone etiquette and communication standards.
- • develop confidence in handling incoming and outgoing calls.
- • communicate clearly, courteously, and efficiently over the telephone.
- • improve listening and questioning skills to better understand callers’ needs.
- • handle difficult, dissatisfied, or challenging callers professionally.
- • manage telephone conversations while maintaining a customer-focused approach.
- • take accurate messages and ensure effective follow-up.
Learning Outcomes
By the end of this course, participants will be able to:
- • demonstrate professional telephone manners.
- • use appropriate tone, language, and communication techniques.
- • apply active listening skills during telephone interactions.
- • identify caller needs and provide appropriate assistance.
- • manage challenging conversations calmly and professionally.
- • record and transfer information accurately.
- • enhance the quality of customer service through effective telephone practices.
Topics covered:
- • Fundamentals of Telephone Communication
- • Professional Telephone Etiquette
- • Active Listening and Effective Questioning
- • Managing Difficult Telephone Situations
- • Message Taking and Call Management
- • Customer Service Excellence Through Telephone Communication