Telephone Communication

The telephone remains an essential part of communication. Commerce can not operate without the telephone. We are in a world where just about anything that can be done via the telephone - is done via the telephone.

It is often the first impression a customer will get of your organisation. Your ability to give the right impression will therefore depend on your telephone skills.

Elements covered:

• Introduction to Telephone Communication
• What Customers Want
• The Incoming Call
• Telephone Style
• Essential Questioning Skills
• Essential Listening Skills

Competency addressed:
This module is designed to contribute to the PRE4M™ Persuasive Influencer Competency at the Foundation and Advanced levels.

At the end of this module learners will understand how to:

• Articulate poorly expressed meanings where appropriate to check understanding
• Make time available to listen to direct reports and peers
• Articulate the difference between simple question types
• Listen and pick up on clear content of others’ messages
• Listen to other’s views and respond appropriately
• Reflect back what is said to check understanding
• Select an appropriate question type for each situation
• Structure conversations using questions
• Summarise discussions to check understanding
• Take account of the needs of others before responding