Aim: Developing communication skills, handling stressful situations while on the phone.

Course Topics:

• Stages of a telephone call
• Specifics of a telephone call
• Preparing a handy phone call script
• Preparation and timing of a phone call
• Importance of structure and intelligibility of a phone call
• Types of questions and their effectiveness
• Reaching the person requested
• Handling difficulties (how to react to objections, lack of interest, how to establish contact)
• Efficient usage of speech patterns (intonation, speed,…)