Telephone Communication Skills

Course Aim
To provide an overview of the skills and techniques unique to telephone communications, especially in the call centre industry.
Of Interest To
Those who are currently working or plan to work in a call centre environment.
Method of Delivery
Integrated Learning™ System training facilitated by Academy of Learning Career College facilitators.

Course Introduction

This course is designed to help people who are currently working or are planning to work in a call centre, increase their telephone communication skills. It covers many of the communication skills common to all communication mediums, including person-to-person and written communications, but focuses mainly on the skills and techniques unique to telephone communications. This course teaches students that communication is a skill that can be easily learned, provided they do the necessary work. If they regularly practice using the skills learned in this course, students will become more effective communicators and reap the rewards that come with it. The tasks and activities in this course are designed to not only help students learn the communication skills essential to being an effective call centre agent, but also to help make these sales skills become an intrinsic part of their skill base. Continual practice and use of these skills will result in the ability to use these skills naturally.

Course Prerequisites

Call Centre Industry Overview, and Call Centre Equipment and Technology courses.

Course Notes

Course manual provided for on-going reference. There is a final exam upon completion of the course. Participants who receive 75% or higher on their exam will receive a certificate.

Course Breakdown

Lesson 1: Introduction to Telephone Communication Skills; How the Communications Process Works; Knowing and Adapting Your Personal Communications Style

Lesson 2: Active Listening Skills

Lesson 3: Your Speaking Voice

Lesson 4: Increasing Your Telephone Professionalism

Lesson 5: Dealing With Difficult Situations and Customers

Lesson 6: A Different Communication Tool Bibliography