Effectiveness and Etiquette on the Phone (In-House Training)Communication - Spoken

Introduction

Good telephone skills and etiquette go beyond just sounding good and using the right words. After all, both 'what you say' and 'how you say it' build the professional image of an organization. This service-oriented workshop encompasses good listening techniques, asking appropriate questions and developing basic telephone etiquette skills. This workshop will benefit anyone keen on projecting a professional image at the workplace. Interactive methodologies such as role-plays and case studies will be employed to provide participants with opportunities for skills practice.

Key Takeaways

Upon completion of this workshop, participants will be able to;

• Appreciate how telephone etiquette contributes to a positive image for the company.
• Analyse the strengths and weaknesses of your voice.
• Have a standard format for consistency and professionalism over the phone.
• Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding.

Who Should Attend

Administrative, Sales support staff members and, Executives who need to develop their telephone skills.

Programme Outline

Module 1: Elements of Telephone Etiquette

• Understanding the formula for customer service
• Projecting a Professional Image
• A standard format for consistency and professionalism
• An outcome-first attitude
• Barriers to phone communication
• Powerful telephone techniques and strategies
• Techniques for negotiating objections and resistance
• Active listening & pinpointing
• Closing the tele-conversation effectively

Module 2: Effective Communication

• The strengths and weaknesses of your voice
• Approaches to communicating - active and passive voice; direct and indirect
• Understanding and using tone effectively

Module 3: Dealing with Different Caller Types

• Phrases to use to handle difficult callers
• Communicating to suit different caller profiles using caller analysis
• Roleplay

Methodologies

Lecturing, Group Discussion/Brainstorming, Case Studies, Self-Analysis/Critique Session, Learning from a Partner and Interactive Exercises.

Programme Trainer

Caroline Josephine Dawson holds a Master of Arts degree in Mass Communications from the Nanyang Technological University (NTU), Singapore. She has more than 8 years of invaluable experience in teaching business, environmental and technical communication and 10 years in the field of journalism and publishing. Caroline has trained operational, supervisory and managerial staff from various organisations.

As an Editor of 4 publications, i.e. Executive Inc, The Hemispheres, The Hemispheres Kid and Koolkidz Magazine, Caroline is presented with opportunities to conduct all facets of written communication to not only the corporate sector but students and aspiring writers as well. Caroline has also written several articles which have all been published in established local magazines. Her dissertation “Effective Ways of Promoting Environmental Consciousness among School Children in Singapore” is kept in Nanyang Technological University (NTU) and various nature organisations in Singapore as resource and reference material on environmental and persuasive communication.

Besides, her professional work experience as a Corporate Trainer has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication skills in the workforce. She has also worked with the Workforce Development Agency of Singapore to develop training content for the Employability Skills System where she successfully attained industry-approved competencies in conducting, planning and designing competency-based assessments for workshops