Telephone Skills

Aims:

To enhance personal telephone skills

Objectives:

By the end of the course, delegates will be able to:

·        Understand the image they are creating to the receiver

·        Apply professional behavioural techniques to telephone usage

·        Communicate effectively

Half Day Course Programme:

1.      How images are formed by receivers

2.      Benefits and disadvantages of telephone use

3.      How problems are created

4.      Establishing a professional telephone manner

5.      Effective communication techniques

6.      Practical exercises – telephone scenarios

7.      Assessment of own manner/action planning