“I thought the workshop was terrific value for money”
“It saved me so much time”
“This is really timely for an ILM course I’m running at the moment for an NHS Trust (covering coaching, negotiating, managing performance). I can just adapt them and it’ll save me a lot of time.”
“Loads of useful exercises here.”
“I'm sure I'll be looking in here, next time I've got a new course to design”
Fully Designed Ready-to-Deliver Course
TELEPHONE SKILLS
Skill development workshops designed for you to pick up and run with the minimum of hassle - they come complete with all the materials you need to run the workshop. No design worries!
Workshops come complete with:
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Full colour master slides (supplied on MS Powerpoint)
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Master Course Notes (supplied on MS Powerpoint)
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Master Delegate Manual (supplied on MS Word)
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What does the course cover
The course covers:
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Nature of communication.
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Choosing the most appropriate communication method.
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Importance of first impressions from the caller’s standpoint.
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Giving callers the wrong impression.
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Challenges of communicating by phone
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Factors of good and bad communication on the telephone.
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Essential preparation to take the call.
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The 6 W’s of message taking.
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Active listening skills on the phone.
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Factors of voice to add impact - Power, Pace, Pronunciation, Pitch.
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Tactics and tips to cope with anger and complaints.
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3 steps to assertive behaviour.
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6 steps to an incoming call.
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Skill practice to experience the telephone process in practice.
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Duration
1 day
Target Audience
All Staff who use the phone but particularly those who deal with incoming calls from Customers.
Format
Ready-to-deliver courses are supplied via MS Word/Powerpoint files via e-mail, when payment has been received. The materials come with copyright waiver to multi-copy and our permission to adapt the materials to exactly fit your needs – amend the behavioural situations, add your corporate colours etc.
Courses can be used for the exclusive training of the purchasing companies’ employees. You don’t even need to buy multiple sets for all your Trainers.
Prices
£199 complete with copyright waiver licence.
How to order
Go to the Buy Products page
View Samples
To view the quality and attention to detail of our training products, please email us at info@abctrainingsolutions.biz and we will gladly send you samples.
