About this Program

Course Overview:

Somebody once said, I want to be buried with a mobile phone, just in case I’m not dead. Well, many things would go with that like the coverage, charging, etc; and what if you decided to dial and called the wrong number, would you use the proper manners and be of concern in putting to use the established telephone etiquettes and make it less of a burden….!!!

Ahoy! With all due respect to Abraham Graham, the meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop.

With our Telephone Etiquette workshop, the participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.

Key Objectives Of The Course:

  • Recognize the different aspects of telephone language
  • Home, Office & Cell phones rules
  • Properly handle inbound/outbound/transferring calls
  • Know how to handle angry or rude callers
  • “Do’s & Don’ts” of Telephone EtiquetteLearn to receive and send phone messages
  • Know different methods of employee training

I’ll finish up on a related note: We still call it “dialing”, don’t we – when haven’t used a dial phone in perhaps twenty years.

Course Provider

READ Academy, Riyadh KSA

A Premier International Training Organisation on Soft-Skills and Organizational Behavior.

Our team of experienced trainer/facilitators are passionate about delivering high quality, innovative candidates who meet industry needs. With over 20 years of experience in the area of management sciences with extensive experience in financial management, strategic planning, organizing, presenting, communication, contract negotiation and Islamic Finance, Read Academy firmly believes that all managerial actions should have strategy, as the driving force for the goal of an organizational structure is to support the implementation of the chosen strategy.

Units

Unit 1: Getting Started

Basic Info Getting Started with Telephone Etiquettess
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Workshop Objectives

Unit 2 - Aspects of Phone Etiquette

Basic Info Aspects of Phone Etiquette
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study

Unit 3 - Using Proper Phone Language

Basic Info Using Proper Phone Language
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do…
  • Case Study

Unit 4 - Eliminate Phone Distractions

Basic Info Eliminate Phone Distractions     
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt You
  • Case Study

Unit 5 - Inbound Calls

Basic Info Inbound Calls     
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study

Unit 6 - Outbound Calls

Basic Info Outbound Calls
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study

Unit 7 - Handling Rude or Angry Call...

Basic Info Handling Rude or Angry Call…
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Stay Calm
  • Listen to Their Needs
  • Never Interrupt
  • Identify What You Can Do for Them
  • Case Study

Unit 8 - Handling Interoffice Calls

Basic Info Handling Interoffice Calls
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study

Unit 9 - Handling Voicemail Messages

Basic Info Handling Voicemail Messages
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Ensure the Voicemail Has a Proper…
  • Answer Important Messages Right…
  • Ensure Messages are Delivered…
  • When Leaving a Message for Others
  • Case Study

Unit 10 - Methods of Training Emplo...

Basic Info Methods of Training Emplo…
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study

Unit 11 - Correcting Poor Telephone...

Basic Info Correcting Poor Telephone…
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study

Unit 12- Wrapping up

Basic Info Wrapping up of the Telephone Etiquettess
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts.

FAQs

When will I have access to the lectures and assignments?

Once you enroll for a Certificate, you’ll have access to all content and programming assignments (if applicable). If you choose to explore the course without purchasing, you may not be able to access certain assignments.

What will I get if I pay for this course?

If you pay for this course, you will have access to all of the features and content you need to earn a Course Certificate. If you complete the course successfully, your electronic Certificate will be generated. You can print your Certificate or add it to your LinkedIn profile. Note that the Course Certificate does not represent official academic credit from the partner institution offering the course.

How it works?

Coursework

Each course is like an interactive textbook, featuring pre-recorded videos, quizzes and projects.

Course Certificate

Upon successful completion, you will earn a certificate endorsed by READ Academy.

Contact Us

If you have any questions, concerns or need an insight to our soft approach, please contact us

Email: courses@swifthcm.com | info@readacademy.net 

Phone – +966532874341 | +919573302126

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