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Professional Telephone and Voice Etiquette

Training and Development

The Professional Telephone Etiquette and Voice Etiquette training course focusses on modern telephone management skills and effective communication skills.

“There is no accomplishment so easy to acquire as politeness, and none more profitable.” George Bernard Shaw

The way you answer and handle phone calls often forms the first impression of you and your organization. Good etiquette can create a positive image, while poor etiquette can damage your reputation. Proper etiquette ensures clear, effective communication. It helps avoid misunderstandings and ensures that the information is conveyed accurately. Displaying good telephone manners reflects professionalism and respect for the caller and it shows that you take your role seriously and value the person on the other end of the line.

Good telephone etiquette can significantly enhance the customer experience because polite and efficient handling of calls can lead to higher customer satisfaction and loyalty and this powerful, highly practical training intervention will unpack and discuss all the most up to date requirements for great telephone etiquette.

The course will address frequently asked questions such as:

  • How can I better understand telephone communication?
  • How can I improve my telephone skills?
  • How do I make or take a telephone call?
  • How can I improve my communication skills?
Professional Telephone and Voice Etiquette

Who should attend?

  • Receptionists
  • Call Centre Agents
  • Any Employee Who Interacts With Clients Telephonically

Training Outline


  • The power of proper phone etiquette in business
  • Why is voice etiquette important?

Telephone Etiquette

  • The power of first impressions
  • Be prepared and organised for making the call
  • Be prepared and organised for answering the call
  • Should I have a script?
  • How to master phone etiquette
  • What are the 7 P’s of phone etiquette that we need to remember?
  • What to keep in mind on different kinds of calls
  • The 11 Essential Rules of Phone Etiquette
  • How to remain cheerful
  • How to actively listen and take notes
  • How to listening actively and empathically

Additional Video: The facilitator will show the delegates short video’s to demonstrate how to listen actively and with empathy

  • How to ask the right questions
  • How to ask probing questions
  • How to demonstrate engagement
  • How to build rapport with your customer
  • How to establish trust with your customer
  • How to use voicemail
  • How to check for and respond to voicemails
  • How to cope professionally with angry and frustrated customers

Additional Video: The facilitator will show the delegates short video’s to demonstrate how best to deal with an angry and frustrated customer.

  • Unpacking the best way to deal with a customer call
  • Essential steps to communicate confidently and assertively over the phone
  • How to overcome phone anxiety
  • Do’s of good telephone etiquette
  • Don’ts of good telephone etiquette
  • Zero tolerance examples and what to do
  • Top 12 tips for improving your business phone etiquette
  • The Top 25 positive words and phrases that customers respond to

Workshop: The facilitator will use real life examples from the delegates’ work environment and create role-plays to embed the learning from this session.

Your Voice

  • Your Telephone Voice
  • How do I make my voice sound its best
  • Improving Your Inflection on the Phone
  • 5 Qualities of a Professional Telephone Voice
  • Displaying Voice Enthusiasm
  • Projecting a Better Speaking Voice
  • Checklist for Vocal Qualities

Workshop: The facilitator will lead the delegates to practice practical role-plays to embed the learning to acquire and keep better voice quality.

A South African Case Study


Additional Information

Course Duration: 1 Day

Presented : In-house and online



  • Comprehensive manual
  • Framed certificate of attendance
  • Notepad & Pen
  • Superior training venue with delicious lunch, teas and refreshments

Contact us for more information