„Telephone Etiquette“
All you should know about making the right phone calls

Description:
This seminar covers fundamental skills and techniques for using the telephone effectively on the job.
It spotlights the importance of the telephone as a business tool and provides practical tips and
techniques for its effective use especially for second-language speakers.

Answering or Making Phone Calls Opening Identification Closing Communication Barriers Caused by Receiver Caused by Sender Fundamentals Message Delivery Customers Handling Customers Irate Customers Types Equipment and Terminology Background Noise Customer Service Policies and Procedures Proper Use		Handling the Call Problem Identification Resolution Restating Listening Active Barriers to Effective Listening Developing Listening Skills Passive Professionalism Appropriate Language Placing on Hold Taking Messages Transferring Calls Telephone Personality Attitude Quality Voice Volume

Objectives:
At the conclusion of the program participants will be able to:

Prepare for typical calls you make and receive.

Set up your work area to support effective telephone communication.

Use effective call greetings as a caller and receiver.

Speak with an effective, confident and clear telephone voice.

Using a proper pronunciation.

Use appropriate language during telephone conversations.

Spelling words with an appropriate international spelling system.

Controlling native speakers.

Use questioning and listening skills that support effective telephone communication.

Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs,
holds, interruptions, and unintentional disconnects.

Handling sensitive situations.

At LbT-languages we offer you:

-a one-day intensive seminar in Business English "Telephone Etiquette" (8 hours) in Munich, maximum of 8 participants
-experienced native speakers as trainers with additional qualifications in "telephone training"
-extensive seminar materials

We also offer our intensive seminar in Business English "Telephone Etiquette“ as an on-site training, corporate seminar or in
addition to booking a complete English course in Berlin. We would be happy to create an individualized program just for you.