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Course Code – TS - RT
COMMUNICATING BY TELEPHONE
Your customers will hear the difference
DURATION: 1 day
OBJECTIVES
- To improve the effectiveness of telephonic communication
- To learn basic telephone techniques
- To improve understanding of the basics of communication
- To learn active verbal communication skills
- To understand communication styles and modalities
- To overcome communication barriers
- To improve listening skills
BENEFITS
- PRACTICAL - this programme takes you through exercises to improve your telephonic communication skills, providing you with tools that you can apply literally the next day.
- RESULTS - through applying these techniques, you will get better results from your telephonic communications through building rapport and reducing misunderstandings and conflict.
- EFFECTIVE - when you learn to communicate properly over the telephone, you become more effective and become a positive marketing force for your company or organisation.
OVERVIEW OF CONTENT
This programme covers the following topics:
- the communication cycle
- verbal communication
- the nature of perception and information filters
- communication processing modalities
- overcoming communication barriers
- building rapport over the telephone
- answering the telephone
- planning your calls
- active and passive listening
- limits and authority
- trust and goodwill
- following up
WHO SHOULD ATTEND?
All employees.
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