Telephone Skills: Clear Voice and Sharp Ear
| INSTRUCTOR |
Bill Clarke |
| LENGTH OF COURSE |
1 full day |
| TIME / DATE |
8:30am - 4:00pm / March 21, 2012 |
| PRICE |
$550.00 + HST |
| LOCATION |
Holiday Inn & Suites
101 Kanata Avenue, Ottawa |
| DESCRIPTION |
It takes more than a day to master the nuances of telephone conversation. We all think we are good; the best ones do three things well:
- speak clearly and plan a potential voicemail
- listen well to incoming calls for clarity
- keep it short.
This course will review best practices of the various components in a phone conversation and give participants a chance to plan their calls and responses in simulated situations. |
| PROGRAM CONTENT |
- When to use the telephone and when NOT
- Four steps to a phone call
- Three attitudes to cling to
- Types of calls:
- Outgoing business calls – Sales and marketing
- Incoming – Customer Support
- Information or action requested
- Use of other communication media
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| WHAT YOU WILL LEARN |
- How to Listen and Question for maximum clarity?
- How to diffuse a potential conflict with pauses?
- How to decide your communication media?
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| WHO SHOULD ATTEND |
Those with an open mind to improving your business communication, most particularly:
- team leaders trying to develop a better communication culture,
- customer relations professionals who can take skills back to their colleagues, and
- people who dislike the phone and want the smoothest ways to either success or avoidance!
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 Download this course description as a printable PDF.
To pay by cheque or to request an invoice, please print and complete the following Registration Form. Please read and understand the Cancellation Policy before confirming your attendance.
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