tower training & consulting

Basic Telephone Skills

COURSE NUMBER: LC-05


Basic Telephone Skills Training Course Objective

An understanding of proper telephone courtesy is useful for anyone who regularly must use a telephone in his or her job. When customers or potential clients phone a company, they expect to have a prompt and courteous response. If this is not the case, they may develop a false impression of the company they are calling. While telephone courtesy is only one part of the equation, it is clear that improper or impolite behaviour can often adversely affect a relationship.

The importance of speaking clearly, professionally and in a courteous manner is strongly emphasized in this course. In addition, the students learn basic speaking and note-taking skills (including correct expressions) required for answering telephone calls, taking notes, and calling clients or colleagues to pass simple messages concerning appointments, meetings and delivery of material, etc.

Assumptions

It is assumed that the students already have a basic (beginner to elementary level) knowledge of the target Language and now need to improve their telephone speaking and comprehension skills.

Course Curriculum

The course will consist of Listening Comprehension, Telephone Conversation Activities, Grammar and Vocabulary Building Exercises, Note-taking Practice and Role-Play Exercises, as required. Cassette Tapes will be used to present sample telephone conversations.

Course Materials Provided

Textbooks and Teacher Handouts

Who Should Attend

Anyone who must handle incoming phone calls, take messages, arrange for meetings or conferences and make appointments for themselves or other members of the company staff. The training is especially useful for reception staff and secretaries.

Prerequisites

A basic knowledge of the target language is recommended. Attendance is limited to 10 participants per session to permit the maximum interaction and practical experience.

Length

2 days (or ten 90-minute sessions)

Language

English, French or German