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Telephone Communication Skills

COURSE INTRODUCTION:-

This course is designed to help people, who are currently working or are planning to work in a call centre, increase their telephone communication skills. It covers many of the communication skills common to all communication mediums, including person-to-person and written communications, but focuses mainly on the skills and techniques unique to telephone communications.

This course teaches you that communication is a skill that can be easily be learned, provided you do the necessary work. If you regularly practice using the skills you learn in this course, you will become a more effective communicator and reap the rewards that come with it.

The tasks and activities in this course are designed to not only help you learn the communication skills essential to being an effective call centre agent, but also to help you make them part of your skill base. Continual practice and use of these skills will result in them becoming very natural to you.

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OF INTEREST TO:-

School leavers and people with little or no work experience. Those who are currently working or plan to work in a call centre environment.

COURSE AIM:-

To provide an overview of the skills and techniques unique to telephone communications, especially in the call centre industry.

COURSE CONTENT:-

Lesson 1: The Introduction to Telephone Communication Skills and How the Communications Process Works; Knowing and Adapting Your Personal Communications Style

Lesson 2: Active Listening Skills

Lesson 3: Your Speaking Voice

Lesson 4: Increasing Your Telephone Professionalism

Lesson 5: Dealing With Difficult Situations and Customers

Lesson 6: A Different Communication Tool

COURSE NOTES:-

Course material is provided as an ongoing reference. A certificate is issued upon the student’s completion of the course and on attaining a pass mark of 75% or higher for the final assessment. 

 Courses Start every Monday

We are open weekdays, one evening and Saturday mornings.

Flexi-Time Self-Paced, Pick-'n-Mix Training. Our Exclusive System allows you to learn at your own pace within your own flexible, time commitments. There is no need to keep pace with other students

Set your own schedule; You can create a schedule that lets you accommodate your job, your family and other time commitments.

Financial arrangements available or use our Time Payment Plan.

WINZ funding may be available  - conditions apply.

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