Purpose

A considerable part of our communication with customers, suppliers and colleagues is conducted via telephone. There are many advantages but also a significant disadvantage which we should not ignore: Due to lack of visual contact, the listening part – as the remaining most important part of communication – leaves space for misunderstandings, misconceptions and misinterpretations. Therefore, telephone skills and techniques should be employed for gaining higher level of effectiveness

How participants will benefit

• Using the phone, they will achieve better results in less time
• They will learn how to build better rapport with customers
• They will examine ways of handling and resolving difficult issues
• They will learn how to convince and influence in a more effective way

Programme outline

• In which ways telephone communication is different from other forms of communication
• Channels of communication
• Usual mistakes and obstacles
• The right preparation
• Creating the right message. The right use of voice
• Convincing over the phone
• Basic principles of the “emotional” contact. Self-control, self-dominance
• How to offset the lack of visual contact
• Handling difficult situations