| EFFECTIVE
TELEPHONE TECHNIQUES |
| a
one-day workshop |
| This
workshop is for the front line person who represents your organization
to the external and internal customer.
First impressions are lasting impressions.
This workshop gives the participant an opportunity to evaluate
the effectiveness of her/his style in communicating on the telephone.
Options, suggestions for improvement and presenting a positive
image are practiced in a fast-paced, enjoyable one-day workshop. |
WORKSHOP
CONTENT
Unit
1: Basics
of Communication
 |
Analyze
the process |
|
Your
style in dealing with others |
Unit
2: Barriers
to Effective Communication on the Telephone
|
Identify
barriers |
|
Practice
solutions that improve communication |
Unit
3:
Communication
Tools
|
Active
listening |
|
Feedback |
|
Paraphrase |
|
Tone
of voice |
Unit
4:
Why
Are People Difficult?
|
Types
of difficult behaviors and situations |
|
Identify
your personal communication style |
|
Inventory:
"How do you feel?" when confronted with a difficult
person? |
|
Internal
strategies and skills to deal with difficult people:
Manage Your Emotions
Focus on Specific Behaviors |
|
External
strategies and skills to deal with difficult people:
Use
Assertive Behaviors
Communicate Assertively |
EXPECTED
OUTCOMES
At
the end of the training, the participant will be able to:
| 1. |
Identify
and overcome barriers to communication |
| 2. |
How
to give feedback so others will listen to you |
| 3. |
How
to listen more effectively |
| 4. |
How
to paraphrase others for better understanding |
| 5. |
How
we process information differently |
| 6. |
Analyze
your style to be more effective |
| 7.
|
Tone
of voice |
| 8. |
Telephone
techniques that make a difference |
| 9. |
Revisit
the basics: screening,
messages, etiquette |
| 10. |
Change a difficult person
into a satisfied person through internal management techniques that
control emotional first reactions. |
| 11.
|
Resolve
difficult situations more comfortably by identifying and practicing
assertive strategies. |
Click here to return to in-house
workshops: Self-Management Skills |
