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Telephone Skills Workshop << Trainer’s Name>>

Telephone Skills Workshop << Trainer’s Name>>. Nature of Communication The telephone as a Communication Tool Good and Poor Telephone Communicators Factors of Voice Active Listening Steps to an Incoming Call – How Good Are You? Message taking – the 6 W’s Turning around Irate Callers.

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Telephone Skills Workshop << Trainer’s Name>>

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  1. Telephone Skills Workshop <<Trainer’s Name>>

  2. Nature of Communication • The telephone as a Communication Tool • Good and Poor Telephone Communicators • Factors of Voice • Active Listening • Steps to an Incoming Call – How Good Are You? • Message taking – the 6 W’s • Turning around Irate Callers Key Objectives

  3. Good Phone Communicators • Sounding enthusiastic, alert, warm and friendly • Smiling!! • Actively Listening • Verbally acknowledging • Showing empathy • Speaking clearly • Being polite • Using names

  4. Importance of the Voice • Depicts information, personality and emotions - this in turn reflects on the perception of the company . Your voice and the way you use it is THE image of your company

  5. How the Voice Works sounds • The basic process is that ________ are made by forcing ________ across vocal cords which vibrate to make a noise. This noise can be varied by altering the amount and ________ of the air involved through the use of muscles in the ________ and diaphragm. These sounds are then fine tuned into speech by delicate ________ movements in the throat, face, ________ and mouth. air speed chest muscle tongue

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