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
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