The telephone remains a vital business tool, and how we sound and handle calls shapes the impression we and our organisations make. This program equips participants with practical telephone skills and etiquette, covering how to handle calls professionally, courteously, and effectively.
As phone interactions still shape customer perceptions, these skills are widely valued. This course combines telephone technique with professional etiquette and introduces emerging trends in voice communication.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand telephone communication concepts
- Apply professional telephone etiquette
- Use voice, tone, and pace effectively
- Answer calls professionally
- Make outbound calls confidently
- Open and close calls well
- Apply active listening on the phone
- Take accurate messages
- Transfer and hold calls properly
- Handle enquiries efficiently
- Manage difficult callers
- Handle complaints by phone
- Apply call control techniques
- Manage voicemail professionally
- Project professionalism on every call
- Apply emerging trends in voice communication
Course Outline
- Module 1: Telephone Communication Concepts
- Module 2: Professional Telephone Etiquette
- Module 3: Voice, Tone & Pace
- Module 4: Answering Calls Professionally
- Module 5: Making Outbound Calls
- Module 6: Opening & Closing Calls
- Module 7: Active Listening on the Phone
- Module 8: Taking Accurate Messages
- Module 9: Transferring & Holding Calls
- Module 10: Handling Enquiries Efficiently
- Module 11: Managing Difficult Callers
- Module 12: Handling Complaints by Phone
- Module 13: Call Control Techniques
- Module 14: Managing Voicemail
- Module 15: Emerging Trends: Voice Communication
Who Should Attend
This course is ideal for anyone who handles business calls — front-line staff, receptionists, customer service, and office teams — and wants to sound professional and handle calls well. No prior experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
