Telephone SkillsWorkshop

<<Trainer’s Name>>

• Nature of Communication• The telephone as a Communication Tool• Good and Poor Telephone Communicators• Factors of Voice• Active Listening• Steps to an Incoming Call – How Good Are

You?• Message taking – the 6 W’s• Turning around Irate Callers

Key ObjectivesKey Objectives

Good Phone CommunicatorsGood Phone Communicators

• Sounding enthusiastic, alert, warm and friendly

• Smiling!!

• Actively Listening

• Verbally acknowledging

• Showing empathy

• Speaking clearly

• Being polite

• Using names

Importance of the VoiceImportance of the Voice

• Depicts information, personality and emotions - this in turn reflects on the perception of the company .

Your voice and the way you use it is THE image

of your company

How the Voice WorksHow the Voice Works

The basic process is that ________ are made by

forcing ________ across vocal cords which vibrate

to make a noise. This noise can be varied by

altering the amount and ________ of the air

involved through the use of muscles in the

________ and diaphragm. These sounds are then

fine tuned into speech by delicate ________

movements in the throat, face, ________ and

mouth.

soundsair

speed

chest

tongue

muscle