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EFFECTIVE TELEPHONE TECHNIQUES
a one-day workshop
This workshop is for the front line person who represents your organization to the external and internal customer.  First impressions are lasting impressions.  This workshop gives the participant an opportunity to evaluate the effectiveness of her/his style in communicating on the telephone.  Options, suggestions for improvement and presenting a positive image are practiced in a fast-paced, enjoyable one-day workshop.

 

WORKSHOP CONTENT

 Unit 1: Basics of Communication

Analyze the process
Your style in dealing with others

Unit 2: Barriers to Effective Communication on the Telephone

Identify barriers
Practice solutions that improve communication

Unit 3:  Communication Tools

Active listening
Feedback
Paraphrase
Tone of voice

Unit 4: Why Are People Difficult? 

Types of difficult behaviors and situations
Identify your personal communication style
Inventory:  "How do you feel?" when confronted with a difficult person?  
Internal strategies and skills to deal with difficult people:
      Manage Your Emotions
      Focus on Specific Behaviors
External strategies and skills to deal with difficult people:
      Use Assertive Behaviors
      Communicate Assertively

EXPECTED OUTCOMES

At the end of the training, the participant will be able to:  

1.  Identify and overcome barriers to communication
2. How to give feedback so others will listen to you
3. How to listen more effectively
4. How to paraphrase others for better understanding
5.  How we process information differently
6. Analyze your style to be more effective
7.  Tone of voice
8.  Telephone techniques that make a difference
9.  Revisit the basics:  screening, messages, etiquette
10. Change a difficult person into a satisfied person through internal management techniques that control emotional first reactions.
11.  Resolve difficult situations more comfortably by identifying and practicing assertive strategies.

Click here to return to in-house workshops: Self-Management Skills