Telephone communication – representing the company

1. Telephone communication – representing the company

2. Housekeeping mobile phones break times toilets emergencies

3. Workshop overview At this workshop the following will be addressed: answering incoming calls making outgoing calls using voice and paralanguage to make a good impression handling difficult callers managing stress associated with using the phone

4. Workshop expectations What do you know about the topic? What do you need to know? What outcomes do you expect from this workshop?

5. Topic 1 Creating an outstanding image How will you create the correct image?

6. The telephone – a communication tool • ‘To effectively communicate, we must realise that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.’ • (Anthony Robbins)

7. Providing service • Answering the phone is a customer service role.

8. Activity

9. Topic 2 Protocols For many clients or customers the first, or even the only, contact they have with an organisation occurs over the telephone.

10. Receiving calls – answering protocols • Organisational protocols • ‘Yep, Yep, whaddayawant?’

11. Verbal, vocal communication • Body language and facial expression cannot be seen during normal phone conversations.

12. Diction • spoken clarity • the clarity with which somebody pronounces words when speaking • choice of words to fit their context • a way of speaking, assessed in terms of prevailing pronunciation and elocution standards

13. Courtesy • excellence of manners or social conduct • polite behaviour • a respectful or considerate act or expression

14. Listening skills • Please listen carefully

15. Questioning Listen actively, question effectively.

16. Transferring and escalating calls • I will transfer your call now.

17. Activity

18. Topic 3 Challenging calls Not all customers are easy to deal with.

19. Handling challenging customers can be a difficult undertaking.

20. Complaints • Complaints are an organisation's lifeline. • Properly handled complaints will result in happy, supportive customers/ clients.

21. Assertive responses • Not all complaints will be resolvable and not all customer/ client expectations are reasonable. • Assertive – not aggressive or defensive – responses will lead to effective results.

22. Taking messages • Thankyou, I will make sure your message is passed on to the correct department.

23. Activity

24. Topic 4 Outbound calls

25. Speak clearly – be prepared • Erm, can I speak to… erm… - oh, what’s his name…….?

26. Tone • Research indicates that the following voice characteristics, (para-language), are commonly associated with the following feelings/ meanings:

27. Make messages short and clear • ‘Many attempts to communicate are nullified by saying too much.’ • (Robert Greenleaf)

28. Activity

29. Topic 5 Handling pressure

30. Strategies for managing work • Don’t let the pressure get to you. There are many things you can do to make your job easier and your time more productive.

31. Make better use of your time

32. Organise your work space

33. Stress • ‘You wake up screaming and realise you have not fallen asleep yet.’ • (Unknown)

34. Activity

35. Summary • Before leaving today please share: • 1 thing you learned • 1 new practice you will undertake at work • 1 activity you enjoyed • Thankyou for your attendance and participation.