About This Course
In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.Please login.
Learning Objectives
In this growing electronic age, we often forget how important it can be to have simple telephone etiquette.
Outside the realm of texting and emails, many people still use the telephone as a primary source of communication.
Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.
Curriculum
8h
Aspects of Phone Etiquette
Aspects of phone etiquette include speaking clearly, listening actively, maintaining a polite tone, avoiding interruptions, using appropriate language, and ensuring a distraction-free environment to foster effective communication.
Using Proper Phone Language
Using proper phone language involves greeting callers warmly, using formal titles when appropriate, avoiding slang, speaking clearly and concisely, and being respectful to ensure professional and effective communication.
Eliminate Phone Distractions
Eliminating phone distractions involves turning off notifications, finding a quiet environment, setting boundaries with colleagues, using do-not-disturb features, and focusing solely on the call to enhance communication effectiveness.
Inbound Calls
Handling inbound calls effectively involves greeting the caller promptly, identifying yourself and the organization, actively listening to their needs, responding appropriately, and ensuring a courteous and professional tone throughout the conversation.
Outbound Calls
Making outbound calls effectively requires preparing a clear purpose, introducing yourself and your organization, speaking confidently, listening to the recipient, addressing their concerns, and closing the call courteously while ensuring follow-up if needed.
Handling Rude or Angry Callers
Handling rude or angry callers involves staying calm, actively listening to their concerns, acknowledging their feelings, maintaining a professional tone, avoiding escalation, and offering solutions or alternatives to resolve the issue.
Handling Interoffice Calls
Handling interoffice calls effectively involves greeting colleagues warmly, maintaining a professional tone, being concise and direct, respecting their time, and ensuring clear communication to foster a collaborative work environment.
Handling Voicemail Messages
Handling voicemail messages effectively includes greeting callers politely, speaking clearly, providing necessary information, stating your availability, and encouraging them to leave their name and number for a prompt response.
Methods of Training Employees
Methods of training employees include on-the-job training, workshops, e-learning courses, mentorship programs, role-playing exercises, group discussions, and performance feedback sessions to enhance skills and knowledge effectively.
Correcting Poor Telephone Etiquette
Correcting poor telephone etiquette involves providing constructive feedback, offering training on communication skills, modeling proper behavior, encouraging self-awareness, and reinforcing positive practices to foster a professional telephone environment.
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