Effective Call Handling (Telephone Techniques)

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Full Details

Date: Monday, May 27th 2024

Time: 10.00 am-1:00 pm

Method of Delivery: Online

CPD: 3 hours

Price: €360

Workshop Overview

Effective telephone techniques is important for several reasons, especially in professional settings. It helps individuals develop clear and effective communication skills, ensuring that messages are conveyed accurately and understood by the caller. For roles involving customer interactions, such as customer service representatives or support staff, effective telephone communication is crucial.

A well-trained team contributes to a professional image for the organisation. Proper telephone etiquette and communication skills reflect positively on the company’s brand and reputation. Handling difficult conversations and resolving conflicts over the phone requires specific skills. Training equips individuals with techniques to manage challenging situations diplomatically and effectively.

Learning Outcomes

Exercise: Identify your role in the Cycle of Service leading to an overview of telephone best practice.

Communication Skills:  This segment will begin with a First Impressions exercise.  It will highlight the importance of effective listening and identify barriers to listening.

Telephone Etiquette:   Incoming calls, Placing customers on hold, Taking and relaying messages, Using voicemail, Ending a call, The phase of a call

Language:  A discussion focusing on current phrases used in telephone communications will inform the segment on the benefits of using positive language.  Key phrases for use in future communications and attendees will be encouraged to create a script for themselves to assist them when they feel challenged with customer behaviours.

Self-management for challenging calls:  Attendees will be provided with the tools to manage themselves in challenging situations.

Intended Audience 

This workshop will be very suitable for those who work in a customer facing role, taking and dealing with calls from the public via telephone and handling queries and complaints effectively and professionally.

Tailored Training 

All of our open programmes can also be run on an in-house basis. For more information, see our page on In-House Training.


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Telephone Techniques and Communication Skills Workshop

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