Master telephone etiquette: project a professional image, enhance listening, and handle diverse callers. Learn to use tone effectively, overcome communication barriers, and employ techniques for negotiating objections. Improve customer service skills.
| Date | Venue | Duration | |
|---|---|---|---|
| 09 October 2026 | Live/Online | 1 Day | |
| 01 December 2026 | Live/Online | 1 Day |
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 Prospen Africa Telephone Etiquette Skills workshop will benefit anyone 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 Telephone Etiquette Skills, 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.
Administrative, Sales support staff members and, Executives who need to develop their telephone skills.
Our diverse instructional approaches ensure effective learning:
– Lectures & Presentations: Engage with expert-driven, stimulating content.
– Course Material: Access well-crafted supporting resources.
– Group Work: Collaborate on discussions and case studies for practical insights.
– Workshops & Role-Play: Participate in immersive, scenario-based activities.
– Practical Application: Focus on applying theoretical knowledge in real situations.
– Post-Training Support: Receive extensive support after training for skill implementation.
Module 1: Elements of Telephone Etiquette
Understanding the formula for customer service
Projecting a Professional Image
A standard format for consistency and professionalism
An outcome-first attitude
Barriers to phone communication
Powerful telephone techniques and strategies
Techniques for negotiating objections and resistance
Active listening & pinpointing
Closing the tele-conversation effectively
Module 2: Effective Communication
The strengths and weaknesses of your voice
Approaches to communicating – active and passive voice; direct and indirect
Understanding and using tone effectively
Module 3: Dealing with Different Caller Types
Phrases to use to handle difficult callers
Communicating to suit different caller profiles using caller analysis
Roleplay
Discover how our courses enhance professionals’ effectiveness in their workplaces.
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