Chinook Learning Services - Calgary, Alberta, Canada

Telephone Etiquette

Course Description

Overview: Learn how to enhance your professional image and communication skills. Telephone etiquette and behaviour can set a positive or negative tone for the conversation that follows. This course provides the necessary guidelines, knowledge, skills and strategies to ensure a positive impact on all callers. Training in the following areas is covered: effective greetings, voice technique, taking messages, voice mail, conference calls, handling difficult callers, and much more.

Participant Outcomes

Upon successful completion of this course, you will be able to:

  • Develop skills for greeting and closing calls, listening, holding, taking messages, conference calls, handling difficult callers and voice mail.
  • Learn how tone of voice affects callers and how to alter it to leave a positive impression.
  • Identify techniques to manage calls efficiently and effectively.
  • Deal with difficult callers in a positive and pleasant manner.
  • Participate in role-plays of real situations and define appropriate ways of dealing with those situations.
  • Develop and practice a script to take away after the course.
  • Follow-up practical assessment.

Course Content

  • Lesson 1: Greeting and Closing
  • Lesson 2: Active Listening
  • Lesson 3: Holding
  • Lesson 4: Taking Messages
  • Lesson 5: Conference Calls
  • Lesson 6: Handling Difficult Callers
  • Lesson 7: Voice Mail
  • Lesson 8: Follow-up
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