Professional Telephone Etiquette

Course Overview

The telephone is one of the main ways workers communicate with their colleagues, customers and business contacts.

This course has therefore been designed to improve the learners' understanding of how to conduct themselves professionally while on the phone in order to maintain and develop relationships both within and outside of the organisation.

Key Content

• The organisation's Telephone Policy and Procedures;
• Answering calls;
• Placing calls on hold and transferring calls;
• Taking messages;
• Controlling the voice;
• Practise active listening;
• Dealing with difficult callers;
• Making calls;
• Using voicemail;
• Using mobile phones.

Learning Outcomes

At the completion of this course, learners should be able to:

• Describe how to answer and make phone calls;
• Discuss how to control their voice;
• Discuss how to practise active listening;
• Explain how to use voicemail;
• Discuss how and when to use mobile phones.