Essential telephone skills
Essential telephone skills Essential telephone skills is aimed at new helpline workers. This course builds skills for efficient and effective call handling. Participants will learn:
- How to structure a telephone call
- About the ‘soundscape’ of telephone work and how we make assumptions based on what we hear
- How to deal with silences
- How to use questioning techniques in a considered and effective way
- How and when to use reflecting and paraphrasing skills
- How to explore options non-directively
- How to give information and signpost callers
- How and when to end a call appropriately.
Recent participants said:
Excellent course - excellent trainer - made a big difference to how I learned
I really liked today's session - trainer was really good and friendly, atmosphere was great
Trainer and facilities were excellent
Next dates and locations:
Click on the links below to book for that course.
Click on an event below to find out more, or click on the 'book now' link to book onto that course.
All courses run from 10.30am to 4.30pm.
Book now:
Book online using the links above.
By phone: call us on +44 20 7089 6321
Or let us bring our training to your site.
See a list of all courses or view all courses on our online calendar.
| Attachment | Size |
|---|---|
 Essential telephone skills for helpline workers programme 2012.pdf | 10 KB |