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Telephone Power – Telephone Skills Training

Home Courses Telephone Power – Telephone Skills Training

Course Overview

Telephone Service Skills

Telephone Power is practical telephone skills training designed to help participants communicate professionally, confidently and effectively when speaking with customers and others over the phone. Every telephone interaction contributes to the impression people form of an organisation, making strong telephone communication and customer service skills essential.

The course helps participants understand how to create a positive first impression, structure calls effectively and use their voice, tone, language and active listening skills to communicate clearly. Participants also develop practical techniques for questioning, transferring calls, managing multiple calls and communicating with people from different backgrounds and generations.

Participants learn how to respond professionally when dealing with angry or difficult callers, use positive language to manage challenging situations and remain calm and in control under pressure.

Telephone Power – Telephone Skills Training is suitable for customer service teams, reception staff, administration employees and anyone who regularly communicates with customers, clients or colleagues by telephone.

Key Learning Outcomes

By the end of this telephone skills training, participants will be able to:

  • Understand how telephone interactions influence customers’ perceptions of an organisation.
  • Create a positive and professional first impression when answering and making telephone calls.
  • Structure telephone calls effectively from the opening through to the close.
  • Apply active listening techniques to better understand callers and their needs.
  • Use voice, tone and language effectively to communicate clearly and professionally.
  • Apply appropriate telephone etiquette when answering, placing and transferring calls.
  • Use positive language and communication techniques to create better telephone interactions.
  • Communicate more effectively with callers from different cultures, backgrounds and generations.
  • Manage multiple calls and competing demands more professionally and efficiently.
  • Respond effectively to angry or difficult callers while remaining calm and in control.
Telephone skills training infographic showing professional call handling, active listening, customer service and handling challenging callers

Training Outline

This practical telephone skills training explores the communication techniques and call-handling skills needed to create professional and positive telephone interactions. Participants learn how to structure calls, use active listening, questioning, voice and positive language effectively, while developing practical strategies for managing multiple calls, communicating with different people and handling difficult callers with confidence.

Morning Session
  • Why good telephone communication skills are critical.
  • How to create a professional image over the telephone.
  • Making a positive first impression every time you answer the phone.
  • Using active listening skills to understand the caller’s needs better
  • Learn why and how to improve your telephone voice tone.
  • Telephone etiquette. Putting callers on hold.
  • Positive transferring and call management procedures.
  • Successfully communicating and connecting with people from different cultures.
  • Positive language. Words and phrases to use and phrases and words to avoid when on the telephone.
Afternoon Session
  • Successfully communicating and connecting with people from different cultures or ages, or with people who often struggle communicating over the phone.
  • How to handle multiple calls or telephones that ring all the time
  • Learn why customers get upset and what they really want from you.
  • Managing angry callers and dealing with difficult caller behaviour.
  • How to remain focused and calm during stressful telephone calls.
  • Practical ways to de-stress yourself after a tough telephone call.

Training Options

Telephone Power – Telephone Skills Training can be delivered in a format that suits your organisation, team and training requirements. Whether your people regularly handle customer enquiries, manage high volumes of calls or deal with challenging callers, the training can be tailored to suit your workplace and service objectives.

Every organisation uses the telephone differently. Talk to us about your team’s telephone communication challenges and what you would like participants to achieve. We can then discuss the most suitable training option for your organisation.

Schedule a phone call with us.

Delivery options include:

  • 1-day Training (7 hours)
  • Half-Day Express (3 hours)
  • Lunch & Learn (60 minutes)
  • Online Training (Self-paced)
  • One-on-One (Zoom) Coaching
  • Available training across Australia
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