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„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.

Contents:

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.


Our LbT-languages Business English Seminar „Telephone Etiquette” will prepare
you for a myriad of real-life and professional situations on the phone.



Back to the German site - Business Englisch „Telephone Etiquette”