Effectiveness and Etiquette on the Phone


Course introduction

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 organisation. This service-oriented workshop encompasses good listening techniques, asking appropriate questions and developing basic telephone etiquette skills.

Course Outline


Upon completion of this workshop, participants will be equipped with the various effective communication skills that will be especially meaningful when dealing with a difficult caller.

Target Audience

  • All levels of staff
  • Executives and non-executives
  • Elements of Telephone Etiquette
  • Understanding the formula for customer service
  • Projecting a professional Image
  • Standard format for consistency and professionalism
  • An outcome-first attitude
  • Barriers to phone communication
  • Powerful telephone techniques and strategies
  • Opening the teleconversation effectively
  • Message taking and documentation and logging of calls
  • Call prioritisation and escalation skills
  • Techniques for negotiating objections and resistance
  • Active listening & pinpointing
  • Closing the teleconversation effectively
Effective Communication
  • The strengths and weaknesses of your voice
  • Approaches to communicating—active and passive voice; direct, indirect and persuasive approaches
  • Understanding and using tone effectively
Dealing with Different Caller Types
  • Role play
  • Communicating to suit different caller profiles using audience analysis
  • Lecturing
  • Group Discussion/Brainstorming
  • Case Studies
  • Self-Analysis/Critique Session
  • Learning from a Partner
  • Interactive Exercises

Trainer Profile

Caroline Dawson

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.