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Professional Telephone Skills | Training Course

Create a positive first impression and communicate effectively when using the telephone.
Learn the different set of skills required when not communicating face-to-face.


Professional Telephone Skills | Training Course

Course Takeaways
Course Info

Course Offering

Course Takeaways

What will I learn?

  • Sound confident and helpful
  • Analysing your phone manner
  • Screening calls
  • Building a rapport
  • Taking messages
  • Free digital course assets
  • Free post-course helpdesk support
Course Takeaways
Learner Reviews

How good is the course?

  • Average Score 5 out of 5
  • Delicious lunch provided
  • Certificate of Achievement
  • 1 reviews


• The importance of a good telephone manner

• How different voices and tones create different impressions

Telephone techniques

• Answering incoming calls

• How to sound confident, caring and helpful

• Creating a checklists of information and questions

• Re-routing calls

• Confidentiality

Importance of first impressions

• Preparation and organisation

• Making a positive first impression

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

Making outgoing calls

• Who to ask for?

• How to introduce yourself

• How to explain the purpose of your call

Screening calls

• Assessing a call

• Effective but polite questioning

• Politely handling unwanted calls

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

Taking messages

• Use a message pad

• 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

Questions and answers"

  Course Dates Venue   Price  
Online £349 + VAT save £100

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What Do Our Learners Think About Our Courses?

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Meija works for the MOD, in marketing and communications and here tells us about attending her online Social Media Marketing course with Alice.

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Katie works for the Ministry of Defence as a Digital Content Editor and here tells us about attending her online Social Media Marketing course with Kirsty.

"The trainer was very knowledgeable, she gave plenty of useful examples and tips. The exercises allowed me to put the theory into practice."
Liz Male Consulting
12th April - Professional Telephone Skills

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