Telephone Skills

Nature of communication.

Choosing the most appropriate communication model.

Own personal communication style in business dealings with others.

Importance of first impressions from the caller's standpoint.

Giving callers the wrong impression.

Challenges of communicating by phone.

Developing rapport with callers.

Factors of good and bad communication on the telephone.

The 6 W's of message taking.

Active listening skills on the telephone.

Factors of voice to add impact.

Tactics and tips to cope with anger and complaints.

3 steps to assertive behaviour.

6 steps to an incoming phone call.

Skill practice.