Description

This course is designed for employees and other individuals who communicate with colleagues, customers, clients or business contacts by telephone and require an understanding of professional telephone communication and workplace etiquette. The course introduces the importance of professional telephone conduct and considers how telephone interactions can influence working relationships and perceptions of an organisation. Learners explore appropriate procedures for answering incoming calls, greeting callers, responding to enquiries, placing callers on hold, transferring calls and dealing appropriately with situations where the intended recipient is unavailable. Learners develop an understanding of effective message taking, including recording accurate contact information, confirming important details and avoiding inappropriate commitments on behalf of colleagues. The course also considers the importance of controlling the five elements of the voice – tone, inflection, pitch, rate and volume – to communicate clearly and professionally. The course develops active listening skills using the LISTEN approach, including listening closely, asking appropriate questions, remaining focused on the purpose of the call, checking understanding, evaluating information and remaining calm and objective. Learners also consider appropriate techniques for responding to difficult, frustrated or upset callers, including remaining calm, demonstrating understanding, explaining the situation clearly and identifying appropriate actions to help resolve the issue. Learners explore good practice when making outgoing calls, including preparing relevant information in advance and introducing themselves appropriately. The course also covers professional use of voicemail, including recording suitable greetings and leaving clear, concise and useful messages for others. Finally, the course considers responsible use of mobile phones in the workplace, including managing notifications and ringtones, using appropriate language in work-related messages, speaking at an appropriate volume and avoiding unnecessary interruption of meetings and face-to-face conversations.

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