Communicating Over the Phone

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,…)