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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

One of the basics in a business is learning professional business telephone and voice etiquette because the telephone is part of everyday work and is often the first and only point of contact with some customers. It can potentially make or break a business relationship.

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

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


Additional Information

Course Duration: 2 Days

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