Professional Telephone Techniques

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call 0115 984 9940 for more details.

Who will benefit: Receptionists, administrators, secretarial and customer service staff and anybody who deals regularly with external calls.

Objectives: By the end of the course participants will be able to:

  • Explain the importance of professional telephone techniques
  • Recognise the impact of their voice on the telephone and how to use it positively
  • Demonstrate they are actively listening to their callers
  • Use a range of questions to gather and clarify relevant information
  • Summarise and record key information
  • Identify ways to handle difficult telephone situations

Module One – The importance of professional telephone techniques

  • Why is your telephone technique so important?
  • How are first impressions created?

Module Two – Essential telephone skills

  • What are ‘good’ telephone techniques and what do callers expect?
  • Voice, tone and body language
  • Impact of your voice
  • Using positive language to create the right impression and manage expectations

Module Three – Best practices

  • Call response time
  • Putting callers on hold
  • Transfer of calls

Module Four – Communication skills

  • Active listening
  • Asking the right questions
  • Clarifying skills and taking notes

Module Five – Handling difficult telephone situations

  • Managing difficult callers
  • Using assertive behaviour

Scheduled Courses:

Unfortunately this course is not currently scheduled. If you have a need for this course, please call us on 0115 984 9940 or contact us online as we may be able to schedule it for you, or run it in-house.


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