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Employer Training Services - National Training Resources

Telephone Communication Skills (319)

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Programme

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

319

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

Lunch

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

Positivity

  • 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