Professional Telephone Etiquette

The Professional Telephone Etiquette eLearning course provides learners with an understanding of the communication skills and professional behaviours required when handling telephone calls in the workplace.

The course explores how tone, language, listening and questioning can influence a caller's experience. Learners will consider practical approaches to answering and making calls, gathering and communicating information accurately, managing calls professionally and creating a positive impression of themselves and their organisation.

Who Should Attend?

• Employees who make or receive telephone calls as part of their role.
• Reception and administrative personnel.
• Customer service employees.
• Sales and account management personnel.
• Employees who communicate with customers, clients, suppliers or other stakeholders by telephone.
• New starters requiring telephone communication skills.
• Anyone looking to improve their confidence and professionalism when communicating by telephone.

What You Will Learn

• The importance of professional telephone communication.
• Understanding how telephone interactions can influence perceptions of an organisation.
• Preparing appropriately before making or receiving calls.
• Answering telephone calls professionally.
• Introducing yourself and the organisation appropriately.
• Using an appropriate tone, pace and volume of speech.
• Communicating clearly and concisely.
• Understanding the importance of positive and professional language.
• Applying active listening skills during telephone conversations.
• Avoiding unnecessary interruptions.
• Using effective questioning techniques.
• Clarifying information and checking understanding.
• Gathering relevant information from callers.
• Providing accurate and appropriate information.
• Maintaining control and structure during a telephone conversation.
• Placing callers on hold appropriately.
• Transferring calls professionally.
• Taking accurate and useful telephone messages.
• Recording names, contact details and other information correctly.
• Managing situations where the appropriate person is unavailable.
• Handling difficult or dissatisfied callers professionally.
• Remaining calm and courteous during challenging conversations.
• Recognising when a call should be escalated or referred to another person.
• Maintaining confidentiality when discussing information by telephone.
• Avoiding inappropriate disclosure of personal or organisational information.
• Making outgoing calls professionally.
• Leaving appropriate voicemail messages.
• Closing telephone conversations clearly and courteously.
• Following up on agreed actions where required.
• Contributing to a positive and professional customer or stakeholder experience.

Course Delivery

This course is delivered as self-directed eLearning through the ELMO learning platform.

Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.

Interactive activities may be included throughout the course to reinforce key learning points.

Assessment

Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.

A minimum score of 70% is required to successfully complete the course.

Certification

Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.

Course Duration

The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.