Timings: 9am-4pm (end time may vary)
Course fee: £65

This one-day course explores the effective use of phone confidence and techniques, while examining how we use displacement activities to avoid making or taking calls. It equips participants with the insights and tools needed to overcome call-related apprehension, transforming calling into a purposeful and rewarding activity. The course emphasises the importance of urgency, structure, clear objectives, and planning for alternative outcomes.

It is ideal for anyone involved in making or receiving telephone calls as part of their role.

Detailed Description

You only get one chance to make a first impression.

Customer satisfaction, workplace productivity, and overall business outcomes often depend on effective telephone communication. The Phone Techniques and Confidence course covers all aspects of professional phone handling, including call preparation, transferring calls, placing callers on hold, taking accurate messages, handling difficult or angry customers, and mastering telephone etiquette.

Alongside many other essential skills required in the workplace, the course also provides practical strategies to help you stay self-motivated, forward-thinking, and focused on success. You’ll learn how to maintain optimism and professionalism in the face of rejection, recover from setbacks, and adapt effectively to change.

Additionally, it offers guidance on managing the pressures of business and life, setting clear priorities, and achieving personal satisfaction.

Each delegate will receive personal feedback at the end of the session.