Communication on the Phone

People communicate by telephone for various reasons, such as sharing an idea or impression, requesting that a needed task be done, approving or rejecting, persuading or being persuaded, and expressing satisfaction or dissatisfaction. Our training aims to help participants grasp and put into practice the basic behavioral patterns with which we can increase interaction over the telephone at times when face-to-face communication is difficult in our age.

Training content

• Communication: The Importance of the Message
• Tone of Voice, Body Language
• Hearing Is Not Listening
• Active Listening
• Perception
• Resolving Differences in Perception
• Let Your Voice Speak
• Misconceptions
• Problems in Telephone Use
• Advantages of Telephone Use
• Excellence in Diction
• Voice Control
• When They Call Us
• Transmitting
• Putting on Hold
• Receiving the Message

At the end of this training, participants

• Will be able to define the meaning of communication on the phone.
• Will identify behaviours that hinder positive relationships.
• Will be able to use the telephone effectively with customers at every level and in different situations.
• They will use it while earning respect and trust from those around them.

Training method

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