Telephone Techniques - The Art of Professional Communication



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.


Who should attend

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 for people who receive clients and others at the front face of the business.



  • The role of the telephone in business
  • Telephone etiquette
  • Managing the call process
  • Problem solving
  • Managing challenging calls
  • Effective communication on the telephone
  • Holding and transferring calls
  • Speech, language and appropriate speech patterns
  • Positive interaction
  • Maintaining enthusiasm
  • Monitoring conduct
  • Building rapport

Learning Outcomes

On completion, 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 conduct, interpersonal communication and rapport building


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


Duration & Venue

Duration:   One day:  9.00am - 4.30pm
Venue:      AFEI, Level 2, 97-99 Bathurst Street, Sydney  NSW  2000


Fee (GST Free)

Member Fee:        AUD $330
Non Member Fee:  AUD $380


Other Details

Fee includes morning and afternoon tea, light lunch and course materials.

To register
download and complete a Registration Form and forward to or Fax:  02 9264 5699.


Course ID Date(s)

1740/031 March 2017
1740/0725 July 2017

Price: $380.00