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 who is 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;
Appreciate how telephone etiquette contributes to a positive image for the company.
Analyse the strengths and weaknesses of your voice.
Have a standard format for consistency and professionalism over the phone.
Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding.
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