Deprecated: mysql_connect(): The mysql extension is deprecated and will be removed in the future: use mysqli or PDO instead in /home/ntrl/public_html/events/dbconn.php on line 12

Deprecated: Function mysql_numrows() is deprecated in /home/ntrl/public_html/includes/ws_inc_topic.php on line 39
Employer Training Services - National Training Resources

Telephone Communication Skills (319)

There are no open events scheduled for this topic.
Many of our events are run as open events at various locations around the UK. See the Events Diary for scheduled events. All topics can be run as internal events on your premises.
Internal Event for Your Organisation
We can run this topic as an internal event for your organisation on your premises. This can provide a high quality and cost effective staff development route. More»

View workshop overview


For arrival, start and end times, please see the overview or your booking confirmation email.


Delegate Registration, Tea/Coffee

Opening Remarks - Objectives for the day       

Identifying your strengths

  • Self-awareness
  • Identify areas that could be improved on

The importance of using Positive Vocabulary

  • How important words are. Saying what you can and will do, rather than what you can’t!
  • Promoting a positive mindset and attitude

Tea/Coffee Break

Reflective Listening

  • Great listening skills and their importance. Do we really listen or just hear?

Understanding and managing first impressions

Handling calls in a consistent manner

The importance of Empathy

  • Dealing with difficult/aggressive callers
  • Getting information quickly and effectively
  • How to ask the right questions for different situations
  • How to summarise and ensure both parties have understood


Introduction to the Afternoon Session         

Telephone communication over face-to-face

  • Pluses and minuses
  • Identifying the difference

Mental attitude

  • The way you feel and how it affects the way you sound
  • Flexibility

Tea/Coffee Break

Voice: What impression does yours give?

  • Stress
  • Inflection
  • Clarity
  • Speed
  • Enthusiasm
  • Empathy


  • If you think you can or you think you can’t
  • You’re absolutely right
  • Say what you can and will do, not what you can’t do
  • The importance of self-belief
  • How to change the way we feel about a situation by changing the words used to tell it
Closing Remarks
Evaluation & Review of Objectives

Workshop Close