Professional Telephone Skills

Create a positive first impression and communicate effectively when using the telephone.

Learn how to establish excellent relationships with your callers.

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Professional Telephone Skills

This practical course will improve your telephone skills and confidence. It will help you to project a professional image and represent your organisation in the best possible way.

You will learn active listening skills to understand callers' needs and respond effectively. The course will also focus on using the right tone of voice to build rapport and create positive impressions.

You'll learn strategies for building strong relationships with callers, fostering trust and loyalty. By the end of the course, you'll have the skills to handle phone conversations professionally, resulting in greater customer satisfaction and improved professional relationships.

Duration icon

One Day

Timings icon

10:00 - 16:30 GMT

  • icon Listening to your tone of voice
  • icon Tried and tested telephone techniques
  • icon Prepare and make a positive impact
  • icon Handle phone conversations professionally
  • icon Building a rapport with your caller

You need no previous experience to attend this course.

Our Expert Team
Expert Trainers

Course leader is an experienced industry expert

No in-person dates available at the moment.
No online dates available at the moment.
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Request a quote for Professional Telephone Skills

All our courses are available as private, bespoke or team training.

You can customise the outline, have a group where it's just your team or enjoy a one to one session with an expert.

We can deliver the course at our centre, live online or at your choice of venue.

Fill in the form below and our team will get in touch with pricing and helpful advice to get the conversation started.

Course Dates

Course Outline

1

Introduction

The importance of a good telephone manner

How different voices and tones create different impressions

2

Telephone techniques

Answering incoming calls

How to sound confident, caring and helpful

Creating a checklists of information and questions

Re-routing calls

Confidentiality

3

Importance of first impressions

Preparation and organisation

Making a positive first impression

4

Using your voice

Analysing your personal phone manner

Is the speed at which you talk, your pronunciation, and the quietness or loudness of your voice correct?

How to improve your phone manner

5

Making outgoing calls

Who to ask for?

How to introduce yourself

How to explain the purpose of your call

6

Screening calls

Assessing a call

Effective but polite questioning

Politely handling unwanted calls

7

Communicating by telephone

Learning to listen - it's not just what you say

When to ask open or closed questions

Understanding the varying needs of callers

Recognising when callers are stressed or unhappy

Dealing with difficult or unhappy people

Building a rapport with the caller

8

Taking messages

Use a message pad or a keyboard?

What information to take

Making sure the information is accurate

Ensuring you understand the message

What to do if you don't understand the message

Ensure the message reaches the correct person

Forwarding messages in a timely fashion

What not to say

9

Questions and answers

Who attends?

Career Progressives icon

Career Progressives

Professionals who wish to develop skills for their current role and companies who believe in developing their talent.

Career Changers icon

Career Changers

People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.

Graduates icon

Graduates

Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.

Learn Your Way

Face to Face

Face To Face

Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.

Live Online

Live Online

Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.

Team Training

Team Training

Upskill your team together. Build your team and develop consistency, and collective confidence.

Three Steps To Success

1

Identify Your Path

Define your direction with purpose, aligning your learning journey to personal and career goals.

2

Learn With Experts

Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.

3

Earn Certification

Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.