Communicate (On The Telephone)
Editable training materials on telephone skills.
Even in today’s high-tech world, the telephone is still a vital business communication tool. More and more conversations take place on the move, on the back of emails and texts or are handled by anyone in a team in a contact centre, rather than a single point of contact. This makes it easy to use the telephone badly. This session on communicating on the telephone explores how we can make sure that all our telephone conversations are constructive.
It's ideal for those who are new to the world of work and have grown up in a society where messaging (not conversations) are the norm.
In particular, by the end of the Power Hour you will be able to:
- Open or answer a call professionally
- Structure a call to retain control and make sure that it achieves its objectives
- Close and follow up a call effectively
To get a flavour of the core session, you can download our free Key Points Sheet and view the optional Power Point Slides in PDF format on the next page. Click 'Buy Now' and BEFORE you purchase, you can look at those free of charge. Remember... Much more detail is included in the training session plan and detailed delegate workbook which you get when you purchase.
Full Module Details
SESSION OUTLINE
The Outline for this session is as follows:
Welcome and Introduction – Trainer and delegate input
Opening a call: What Gook Looks Like – (Optional) Reverse brainstorm activity
First impressions: What you say and how you say it – Trainer input and demonstration/roup discussion
Internal Standards – (Optional) Trainer-led discussion
Preparing outbound calls – (Optional) Post-it note exercise and discussion
Common elements of all calls – Trainer input
Structuring the Call – Trainer input on 2 useful structures and small group work to create examples
Using the structures – (Optional) Mini role plays to practice using the two structures
Listening and Recording – Discussion and short facilitated activity
Making Notes – (Optional) Discussion of what good looks like and (if possible) comparison of good and not so good notes (trainer to provide)
Signposting and Controlling a Call – Group (card sort) activity and trainer-led discussion
Transferring a call and putting people on hold – (Optional) Group exercise
Closing and Following up the call – Group exercise
Summary and putting it into practice
LICENCING AGREEMENT
A single licence covers a single trainer within your organisation running training sessions internally. OR if you are freelance trainer who intends to use them with one client (not on an open course). For corporate or multi-user licences please get in touch. Learn more HERE.
RELATED PRODUCTS
You may also find our sessions on Communication, Handle Complaints, Assert Yourself and Handle Difficult People useful.
