Professional Telephone Skills

The University of Adelaide

How long?

  • 1 day
  • in person

The University of Adelaide

Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Who should attend

You should attend if the phone is a key business tool for you and your business.

About the course

A phone call may be the only contact you have with your customers or stakeholders: make the most of this opportunity!

  • Maximise opportunities over the phone.
  • Overcome various communication barriers.
  • Demonstrate professional telephone etiquette.
  • Meet your customers’ expectations every time.
  • Identify and manage behaviours on the phone.
  • Show empathy and understanding over the phone.
  • Build successful relationships using professional telephone skills.

What is covered in the course?

  • Identify, understand and satisfy individual customer needs.
  • Question-asking techniques.
  • Constructive language and phrases to avoid.
  • Critical points to ensuring a positive manner.
  • Assertive, passive, aggressive behaviours and when to use them.
  • Dealing with difficult phone conversations.
  • Practical steps for professional phone calls: from start to finish.

How will I benefit?

In this interactive workshop you will learn practical strategies that can help you create a positive first impression, every time.

You will be provided with a step-by-step framework for identifying, understanding and satisfying customer needs and how to deal with some of the challenges of communicating over the phone. Ideal for anyone wanting to maximise the effectiveness of their interactions over the telephone.

How will my organisation benefit?

Your customers will receive great service in a timely manner, and your organisation will also benefit from better time spent on phone calls.

Experts

Sharon Kaibel

Sharon Kaibel CPMgr, Cert IV Training and Assessment, Diploma of Management, Licenced DiSC and TICK Behavioural Styles Practitioner, Licenced DiSC Leadership Coach Sharon Kaibel is a Coach, Speaker and Trainer and with over 25 years’ experience in personal and professional development. With a ba...

Professional Telephone Skills at The University of Adelaide

From  AUD 420$315

Something went wrong. We're trying to fix this error.

Thank you for your application

We will contact the provider to ensure that seats are available and, if there is an admissions process, that you satisfy any requirements or prerequisites.

We may ask you for additional information.

To finalize your enrollment we will be in touch shortly.

Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.