Communicating on the telephone
Featured in the Communication Skills training manual
By Sarah Cook
Category: Communication Skills
Credit price: 3 download credits (Single user)
More and more business communication is now conducted via the telephone. This activity allows participants to improve the way in which they handle incoming calls.
You introduce the session and ask each participant to make a call to an organisation that they consider provides good service on the telephone. They then report back their experience. You introduce the three steps in handling incoming calls in an effective manner and participants practise each step. Finally, they look at telephone etiquette in taking messages, transferring calls and putting people on hold.
Who is it for: This training activity is intended for use by trainers to enable participants to control and manage incoming calls.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 16 |
Resources: View standard resources for Fenman training activities
Additional resources: Access to at least 1 telephone; Telephone recording equipment, if possible.
Purpose: This training activity is intended for use by trainers to enable participants to represent their organisation in a professional manner when receiving incoming telephone calls and allow them to practise techniques for controlling and managing incoming calls.
Download the training activity, Communicating on the telephone as featured in the Fenman training manual; Communication Skills