Telephone
communication
– representing
the company
Housekeeping
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›
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mobile phones
break times
toilets
emergencies
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Workshop overview
At this workshop the following will be addressed:
› answering incoming calls
› making outgoing calls
› using voice and paralanguage to make a good
impression
› handling difficult callers
› managing stress associated with using the phone
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Workshop expectations
What do you know about the topic?
What do you need to know?
What outcomes do you expect from this workshop?
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Topic 1
Creating an outstanding image
How will you create the correct image?
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The telephone – a communication tool
‘To effectively communicate, we must realise that we are
all different in the way we perceive the world and use this
understanding as a guide to our communication with
others.’
(Anthony Robbins)
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Providing service
Answering the phone is a customer service role.
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Activity
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Topic 2
Protocols
For many clients or customers the first, or even the only, contact
they have with an organisation occurs over the telephone.
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Receiving calls – answering protocols
Organisational protocols
‘Yep, Yep, whaddaya want?’
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Verbal, vocal communication
Body language and facial expression cannot be seen
during normal phone conversations.
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Diction
› spoken clarity
› the clarity with which somebody pronounces words
when speaking
› choice of words to fit their context
› a way of speaking, assessed in terms of prevailing
pronunciation and elocution standards
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Courtesy
› excellence of manners or social conduct
› polite behaviour
› a respectful or considerate act or expression
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Listening skills
Please listen carefully
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Questioning
Listen actively, question effectively.
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Transferring and escalating calls
I will transfer your call now.
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Activity
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Topic 3
Challenging calls
Not all customers are easy to deal with.
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Handling challenging customers can be a difficult
undertaking.
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Complaints
Complaints are an organisation's lifeline.
Properly handled complaints will result in happy, supportive
customers/ clients.
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Assertive responses
Not all complaints will be resolvable and not all customer/
client expectations are reasonable.
Assertive – not aggressive or defensive – responses will
lead to effective results.
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Taking messages
Thankyou, I will make sure your message is passed on to
the correct department.
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Activity
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Topic 4
Outbound calls
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Speak clearly – be prepared
Erm, can I speak to… erm… - oh, what’s his name…….?
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Tone
Research indicates that the following voice characteristics, (paralanguage), are commonly associated with the following feelings/
meanings:
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Para-language
Probable feeling/ meaning
Monotonal speech
Boredom/ disinterest
Slow speed, low pitch
Depression, thoughtfulness
High voice, emphatic speech
Enthusiasm, excitement
Ascending tone
Astonishment, fear
Abrupt speech, loud tone
Defensiveness, stress
Terse speech, loud tone
Anger, fear
High pitch, drawn out speech
Disbelief
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Make messages short and clear
‘Many attempts to communicate are nullified by saying too
much.’
(Robert Greenleaf)
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Activity
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Topic 5
Handling pressure
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Strategies for managing work
Don’t let the pressure get to you. There are many things you
can do to make your job easier and your time more
productive.
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Make better use of your time
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Organise your work space
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Stress
‘You wake up screaming and realise you have not fallen
asleep yet.’
(Unknown)
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Activity
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Summary
Before leaving today please share:
› 1 thing you learned
› 1 new practice you will undertake at work
› 1 activity you enjoyed
Thankyou for your attendance and participation.
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