Good telephone skills and etiquette go beyond just sounding good and using the right words. After all, both 'what you say' and 'how you say it' build the professional image of an organization. This service-oriented workshop encompasses good listening techniques, asking appropriate questions and developing basic telephone etiquette skills. This workshop will benefit anyone keen on projecting a professional image at the workplace. Interactive methodologies such as role-plays and case studies will be employed to provide participants with opportunities for skills practice.
Upon completion of this workshop, participants will be able to;
Administrative, Sales support staff members and, Executives who need to develop their telephone skills.
Module 1: Elements of Telephone Etiquette
Caroline Josephine Dawson holds a Master of Arts degree in Mass Communications from the Nanyang Technological University (NTU), Singapore. She has more than 8 years of invaluable experience in teaching business, environmental and technical communication and 10 years in the field of journalism and publishing. Caroline has trained operational, supervisory and managerial staff from various organisations.
As an Editor of 4 publications, i.e. Executive Inc, The Hemispheres, The Hemispheres Kid and Koolkidz Magazine, Caroline is presented with opportunities to conduct all facets of written communication to not only the corporate sector but students and aspiring writers as well. Caroline has also written several articles which have all been published in established local magazines. Her dissertation “Effective Ways of Promoting Environmental Consciousness among School Children in Singapore” is kept in Nanyang Technological University (NTU) and various nature organisations in Singapore as resource and reference material on environmental and persuasive communication.
In addition, her professional work experience as a Corporate Trainer has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication skills in the workforce. She has also worked with the Workforce Development Agency of Singapore to develop training content for the Employability Skills System where she successfully attained industry approved competencies in conducting, planning and designing competency-based assessments for workshops.