Introduction

• 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"