Telephone Techniques

This telephone techniques courses is useful for any staff member who deals with others other the phone, including contact centre staff. The course helps understand the nature of communication, including aspects of voice and intonation. It moves on to break down call handling into a 6 step process, emphasising the aspects of each step. Dealing with more difficult calls is a key aspect of this course.

Telephone Techniques Trainign Course Evesham

“The trainer was helpful and competent. - Answered all questions with great skill. Enjoyed the course very much”
Bryan has in-depth knowledge of the subject area and delivered it very well”
“Very enjoyable course - interactive and engaging”

Course Overview

Delegates will cover:

  • Nature of communication
  • Choosing the most appropriate communication method
  • 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 phone etiquette
  • The 6 W’s of message taking
  • Active listening skills on the phone
  • 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 to experience the telephone process in practice

Course Features

  • A variety of training methods are used on the training course including formal input, discussion, syndicate exercises and self-diagnostic exercise
  • A feature of the in house telephone skills training course is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the 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
  • Delegates are supplied with full support documentation in spiral bound format
  • Prior to delivery of the in house telephone skills course, we would host a telephone meeting to establish the nature of the delegate’s roles, their strengths and development areas and any aspects you would like us to emphasise

Target Audience

All staff members who use the telephone as part of their duties


  • 1 day


Contact us for a quote stating course title, location of training and anticipated delegate numbers. Our prices are very competitive.

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