Professional Telephone and Voice Etiquette

Training Outline

Unpacking Telephone Etiquette

• Unpacking telephone communication – the good, the bad and the ugly.
• Your Telephone Voice
• 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
• Practical Role-Plays for Better Voice Quality and Habits

Modern Telephone Management Skills         

• Telephone Etiquette and Powerful Telephone Tips
• Answering Calls
• Making Calls
• DO’s of Good Telephone Etiquette
• DONT’s of Good Telephone Etiquette
• Zero Tolerance Examples

Effective Communication Skills        

• What is Effective, Productive Communication
• Understanding the Communication Process and Types
• Non-verbal Behaviours for Productive Communication
• How to Overcome Communication Barriers to Establish Trust and Rapport
• How to Listen Actively and Give Constructive Feedback
• How to Cope Professionally with Angry and Frustrated Customers
• Professional E-mail Etiquette
• The Top 25 Positive Words and Phrases

A South African Case Study

References and Recommended Further Reading