Telephone and Communication Skills

Course Summary

In modern day business the need for effective communication has never been greater. This module is designed to show why some individuals are better at communicating, especially over the telephone and how all can improve by employing the techniques covered.

Course Content

  • First impressions
  • Standards
  • Key Performance Indicators
  • The Three Rings of Customer Service
  • Body Language Over the Phone
  • Elements of Voice Tone
  • Irritants – General
  • Irritants – Behavioural
  • The Behaviour Iceberg
  • Good Practices
  • How to Handle Difficult Callers
  • Recognising Time Wasters
  • Dealing with Time Wasters
  • Dealing with Angry Callers
  • Building Rapport – Tune in to Your Caller
  • Listening Skills
  • Barriers
  • Active Listeners
  • Passive Listeners
Teaching and Assessment
This course combines group discussions and practical exercises. Candidates will receive a certificate upon completion of the course.

Entry Requirements

There are no set entry requirements for this course although a good command of the English language is essential.
Ways to Study
This course is usually delivered in-company and can be delivered both in-house or public for multi sector audiences
Book your Place
To book a place please click here or call us on 01495 774433

Course Particulars

Duration: 1 day
Maximum Places: 12

Discount available

Book more than one person on a Lean Awareness training course and the 2nd and subsequent delegates attending the same course on the same date, will get a 5% discount off the published course price.

Talk to us about this course

If you want to know more about Communicate with Impact or its suitability for you or a colleague call us on:
01495 774433
You may well be able to speak directly to one of our trainers. If not, one of them will call you within 24 hours.


The workshop will take place at Maxim Business Solutions. Suite 13, Pontcychan House, Abersychan, Pontypool, Torfaen. NP4 7BA


Our training days begin at 9.30 am and end at between 5.00 to 5.30pm depending on the content of the day.
The price includes all training materials, documents, refreshments and lunch.