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The Correct Telephone Manner
(A half-day programme)
This programme has been
designed to remind delegates about the basic skills required during in-bound or
out-bound telephone conversations. Most people seldom think that their telephone
skills could be improved and consequently this programme presents the principles
in a light-hearted, entertaining fashion that at the same time assist delegates
to enhance their existing skills and internalise new and enhanced communication
techniques.
Programme Content:
-
What are the
differences between communicating on the telephone and communicating
face-to-face?
-
What are the barriers
that impair effective telephone communications and a review of solutions for
eliminating these negative factors.
-
How can you ensure that
your greeting sets the most effective tone for the rest of the conversation?
-
Voice expertise.
-
Dynamic Telephone
Vocabulary.
-
Tips on how to deal
with the challenges presented on the telephone by our multi-lingual business
environment
-
Effective message
taking and transfer skills.
-
How to maintain control
during every telephone encounter and other time-saving tips.
-
Tips on how to deal
with angry or irate callers.
-
Other skills that can
assist in consistently projecting an effective image of the company during
every telephone conversation.
-
How to consistently
maintain the Dynamic Telephone Communications habit.
Programme
Originator: Renett Estelle Grové
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