Phone Etiquette Excellence

This workshop aims to equip delegates with a basic knowledge and solid skill practice for improved telephone communication. It can be tailored according to the needs and protocols within your business.

Course Objectives: 
  • An understanding of the barriers to effective telephonic communication
  • Practical understanding of basic telephone etiquette: professionalism and effectiveness in taking messages, re-directing and following up calls
  • A consistent telephone procedure: delegates learn the steps of opening to closing a telephonic conversation
  • Application of listening techniques for improved understanding
  • Vocal grooming, including use of tone, pace and voice projection
  • A positive personal attitude
  • Ability to deal with difficult callers
Target Audience: 
Sales Personnel
Course Methodology: 

Practical and Learner Centred. Combination of short lectures, practical sessions, discussions and role plays.

Course Outlines: 

An activity and discussion to demonstrate delegates’ current telephonic skills so that they can use it as guideline moving forward

Barriers in communication

  • Communicating without body language
  • Personal attitude
  • Misinterpretation
  • Poor retention of key information

Effective telephone etiquette

  • What is effective telephone etiquette?
  • Why is it necessary?
  • Applying effective telephone etiquette: practical activity

Telephone procedures: the steps involved so that effective telephone etiquette can be employed, both internally and with external callers. This module is tailored according to the organisational standards and requirements of our clients:

  • How to answer the telephone
  • How to process incoming and outgoing calls
  • How to follow up

Dealing with difficult callers

  • Effective listening skills
  • Use of one’s voice
  • A positive personal attitude

Summary review of key learning points


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Contact Us

Email: [email protected]

Jimmy Ong Tel: ‭+60 16 216 1383‬ (Call on Whatsapp for free)