Aim:
To learn the key principles and skills for dealing effectively with people on the telephone.
Objectives:
By the end of the course participants will:
- understand the principles of effective telephone communication
- have identified some of the barriers to effective telephone communication
- have analysed ways to stay in control of the telephone call
- be able to apply open and closed questioning techniques to elicit information appropriately
- have explored ways to deal with difficult or aggressive callers
- have examined good practice in relation to message taking
- have practised their telephone skills and received feedback from other group members
Course Duration:
This is a one day course
About the course:
The course will be informal and participatory in nature. It will involve exercises and group work in pairs and small groups as well as in the whole group. Group members will be asked to take part in discussions around the issues raised by exercises. The course will draw upon the experiences of the participants and will involve practising telephone techniques.
