Telephone Skills & Etiquette

Overview

The telephone is one of the most important communication tools between a company and its clients. Used correctly, it builds trust, efficiency, and professionalism; used poorly, it damages relationships and the company’s reputation.

This course develops practical telephone skills and professional etiquette to ensure every call leaves a positive impression.

Table of Contents

Download Course PDF
Enrol Today

Course Details

  • Total Modules: 5
  • Total Duration: 1 Day(s)
  • Languages Available:
    English
  • Prerequisites:
    • Ability to read, write and understand English

Objectives

On completion of this course, delegates will be able to:

  • Understand the importance of effective telephone communication.
  • Apply professional call greetings as both caller and receiver.
  • Project a positive image of the company during calls.
  • Use appropriate and professional language during conversations.
  • Speak with clarity, confidence, and an effective telephone voice.
  • Take accurate and concise messages.
  • Handle challenging or difficult calls with professionalism.
  • Apply emotional intelligence techniques to remain calm and professional under pressure.
  • Strengthen active listening and questioning skills to better meet customer needs.

Delivery Methods

The course is facilitated by an experienced subject matter trainer using a combination of:

  • Interactive Discussions
  • Role Plays & Case Studies
  • Practical Exercises
  • Videos & Slide Presentations
  • Games & Group Activities
  • Written Questions and Feedback

Who should attend?

This course is ideal for employees in roles requiring frequent telephone communication, including:

  • Receptionists & Frontline Staff
  • Switchboard Operators
  • Call Centre Agents
  • Client Services Representatives
  • Debtors & Creditors Clerks
  • Administrative and Support Staff across all departments

Includes

  • Comprehensive Training Manual
  • Lunch & Refreshments (not applicable to on-site / online training)
  • Electronic Certificate (on successful completion of the course)
  • Electronic Delegate Feedback Questionnaire

Ready to Build a More Skilled Team?

Give your staff the practical training they need to work with more confidence, capability, and professionalism. Explore PST Training’s courses, workshops, and seminars today.
Explore Courses