• 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.




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

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