The fundamentals of telephone communication (Level 1)

Goals

• Identify and understand the specifics and constraints of telephone communication
• Successfully handle incoming and outgoing calls
• Create a good first contact
• Identify the caller and understand the question
• Professionally handle the question
• Prevent delicate situations on the telephone (introduction)

This training may be followed by the training “Handling delicate situations on the phone”.

Target audience

Anyone working as a telephone receptionist or who handles the telephone as a work tool and who wishes to acquire efficient techniques to handle telephone calls with professionalism and ease.

Prerequisite

None

Contents

The specifics of telephone reception

• Constraints of telephone communication: no ‘face-to-face’ and no non-verbal communication
• Optimise the verbal (choice of words) and paralinguistic (tone, volume, melody, speed, silence…) parts of the voice. Practice the ‘famous’ audible smile.
• Pay a particular attention to the paralinguistic signals given by the caller

The best practices of telephone reception

• To present yourself, to announce the company during incoming and outgoing calls
• To use the rights words when putting a call on hold, to resume, transfer or direct incoming calls
• To note a message in a precise way, adapted to the needs
• Reassure the caller
• Taking leave from the caller on the telephone

Understanding and responding to requests in an adequate way

• Start using the basics for an efficient communication: avoid the main pitfalls
• Actively listen to give confidence to the caller and to understand the request
• Ask questions and reformulate to get validation for your understanding
• Treat the request with efficiency; adapt your attitude and find the right words for each circumstance  
• Make sure the caller understands well
• Adopt an attitude and language that is positive and constructive
• Being proactive; anticipate the needs of the caller as far as possible
• Conclude and take leave

Preventing delicate situations on the telephone

• Detect verbal and non-verbal precursors to identify the beginnings of a difficult situation
• React with assertiveness: affirm yourself with respect to the caller without resorting to deleterious behaviour