Telephone Etiquette
This programme teaches public servants professional telephone manners, focusing on how to handle calls efficiently and courteously. Participants will learn how to handle inquiries, transfer calls, manage difficult conversations, and ensure a positive public service image through telephone interactions.
Learning Outcomes
- Participants will handle telephone calls professionally and courteously.
- Participants will communicate clearly and effectively over the phone.
- Participants will manage difficult or challenging conversations with professionalism.
- Participants will apply techniques for transferring and handling calls efficiently.
- Participants will create a positive public image through telephone communication.
Target Group
- Receptionists and other Frontline Officers
Duration
1 Day
Mode of Delivery
Physical/Virtual
Course Structure
- Basic Telephone Skills
- Scheduling outward calls
- Appropriate greetings and endings
- Gathering information
- Listening skills
- Suggesting and verifying a course of action
- Take notes
- Dealing with difficult callers
- Telephone etiquette
- Things to avoid when on the phone
- How to Close the Conservation Effectively
- Appropriate Telephone Language
- Health and Safety Aspects in the Workstation