Staff are the first point of contact with any organisation so it is vital that their telephone manner is professional and polished. This course is designed to equip participants with the skills to build a positive reputation for your company.

Designed For

This course is for new receptionist staff, people new to office and administration work who receive and make telephone calls, people who want to improve their telephone skills and interpersonal manner and people who receive clients and others at the front face of the business.

Content

• The role of the telephone in business
• Telephone etiquette
• Effective communication on the telephone
• Appropriate speech patterns
• Asking for the caller’s name, company name and reason for the call
• Holding and transferring calls
• Body language
• Speech and language
• Maintaining enthusiasm
• Positive interaction
• Monitoring presentation and conduct
• Interpersonal communication
• Building rapport

Award

A Certificate of Attendance will be issued at the completion of the course.

Learning Outcomes

On completion of this course participants should be able to:

• State the importance of the telephone to their business
• Describe the skills needed to maximise their effectiveness
• Describe effective telephone techniques
• Explain the importance of making a professional and positive first impression
• Describe appropriate personal presentation, appropriate conduct, interpersonal communication and rapport building

Duration of Course

One day 9.00am - 4.30pm

Course Fee (GST Free)

Fee Member AUD $360
Fee Non Member AUD $410

Other Details

Fee includes morning and afternoon teas and course materials.

Course ID Date(s)