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Telephone Skills


The telephone is a powerful business tool. It is becoming more and more important in a technology driven age. We use it for sales, customer service, and negotiation. It is cost effective and allows human contact that other forms of technology do not. How we come across is some times more important than what we say. This course enables all delegates to take control of the telephone present themselves in the best way


To improve the telephone techniques and increase the confidence on the phone of each delegate


Experiential Learning:

  • Role-play
  • Group Reviews. Individual feedback
  • Theory sessions on management concepts
  • Action planning for transfer to work


  • The Mercedes model of communication
  • Incoming/Outgoing calls
  • Individual feedback
  • Answering Techniques
  • Controlling the call
  • Setting objectives
  • Getting through to the right person
  • Questioning Techniques
  • Listening
  • Closing the call
  • Recording and follow-up
  • Difficult calls
  • Taking messages


By the end of the course delegates will

  • Understand the structure of the call
  • Have techniques for dealing with difficult calls
  • Be aware of how they come across on the phone
  • Be able to take control of a call
  • Have a tape of the role-play for reflective learning 

Target Audience:

Anyone who uses the telephone as a business tool

Course Duration:

1 day

Investment: £225 per delegate day.


Phone: 01286 660330
Fax: 01286 660921
E-mail: info @ teaminternational.co.uk

Enquire about the Telephone Skills course 

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