Short Courses
Telephone Skills
| Duration: | 1-day |
| Facilitators: | 1 |
| Max. Participants: | 16 |
| NQF Level: | 5 |
| DCT Accreditation: | Services SETA: Decision number 0263 |
About the programme:
The workshop is aimed at any person who will benefit at effective telephone skills. It is a hands-on workshop and participants will use personal examples, case studies, and role-plays to anchor the learning and identify stumbling blocks and resources to effective telephone skills.
The workshop outcome:
On completion of the workshop the participant should be able to practice effective telephone skills.
Specific outcomes of the workshop content:
The participant will be able to attain the workshop outcome by being able to:
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Create an impression over the telephone that will enhance the organisational culture and strategic intent through effective telephone skills.
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Manage the telephone process.
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Give and receive telephone feedback in a professional way.
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Build rapport with the other party.
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Deal with difficult callers.
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Use voice and listening skills to create the right impression.
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Close a call effectively.
Training methodology:
Teaching
by example and experiential learning probably describes the training methodology
most accurately. Participants will be actively involved in the learning
through the use of simulation exercises and case studies.
As with all DCT training programmes, we strive to effect actual change
back at the workplace through effective and practical outcomes based training.
© 2003 DCT Consulting (Pty) Ltd: 2001/013615/07
