Telephone Behavior: The Rules of Effective Communication

Aim: Make every phone call effective.

The Video: This video, presented by John Cleese, explains how people’s behavior can either wreck a telephone conversation or make it into a highly effective piece of communication.

Behaving properly on the telephone is not just an attitude—it’s a skill. And, like all skills, it has to be understood and learned. There are three stages: the “verbal handshake,” “getting the message” and “offering help.” All calls should begin with the verbal handshake. When people meet face to face, it is accepted that they must first introduce themselves—so why do so many people forget to establish this essential foundation of communication on the telephone?

Getting the message entails asking questions to determine what callers want, listening, affirming and making the right responses to show that you are listening. Face to face you can be seen to nod; on the telephone you must be heard to nod. Throughout the conversation, it is vital to provide help and encouragement by offering as much useful information as possible in a positive and friendly manner.

By learning how to master the techniques of professional telephone behavior, all employees at all levels will be able to harness the potential of one of the world’s most powerful and dangerous communication tools.

Learning Objectives:

• Introduce yourself and establish whether it is convenient to proceed.
• Control the call, ask open questions, record and repeat information.
• Volunteer useful information.

Package Contents:

34 minute VHS Video or DVD, Course Leader's Guide, Delegate worksheets, PowerPoint slides, and Self-study workbook on disk.

Key Skills:

Due to contractual restrictions, this product is available for shipment to USA addresses only.