The purpose of this programme is to equip learners with the necessary knowledge, skills and attitudes to process incoming
and outgoing telephone calls within the workplace.
On completion of this programme learners will be able to:
• Introduction to telephone skills
• Telephone courtesy
• Telephone speech
• Telephone efficiency
• Incoming telephone calls
• Outgoing telephone calls
• Professional image
• The communication process
• Body language over the telephone
• Telephone skills
• Voice usage
• Disclosable and non-disclosable information
• Telephone numbers
• Emergency situations
Training Programme Duration: 1 Day.
Assessment: Students will be formatively assessed in the classroom by means of activities.
Certification: Delegates will receive a certificate of attendance after completion of the programme.
All those operating in a business environment must be able to use the telephone effectively. This includes individual use as
well as the relaying of messages for others.