People and Performance

“Coming together is a beginning, staying together is progress, and working together is success” - Henry Ford

Telephone Skills Training

How your employees confidently and effectively communicate using the telephone can have a major impact on your business. The manner in which they respond and handle a call could be the first and also the last impression that’s left with existing or potential clients.

This course has been designed using real work situations that your staff may encounter as well as variety of vocal and practical exercises, interactive discussions and role plays throughout the day.

Target Audience

Suitable for anyone who has to use the telephone whether as the initial point of contact or staff who handle internal and external client telephone calls.

Course Objectives

To provide participants with the confidence, skills, techniques to use the telephone that will leave all your business callers with a positive image and feeling about your organisation.

Programme Topics

  • Understanding the importance of the phone and impact on business
  • Why, Who, the structure of a phone call
  • Telephone etiquette
  • How to be professional
  • The difference between being Assertive and Rude
  • The problematic, emergency, difficult call
  • Cultural differences
  • Vocal impact, word and tone impression


  • Trainer presentation, input and facilitation
  • Group  role plays and discussions
  • Practice of actual telephone situations that can occur in the workplace
  • Note and workbook

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Telephone Skills Training


Good level of English. Attendance is limited to 4-10 participants per course cycle.


1 day


English (French and German with sufficient notice)