Telephone Techniques

Designed for:
All staff who would like to improve their telephone communication skills, but in particular those who use the telephone as an important part of their job.



To acquire a confident and friendly telephone manner.  Develop the skills necessary to deal with awkward situations and the taking and passing on of messages in a professional manner.

Course Content

  • Improving communication skills
  • The importance of voice and attitude
  • Learning what to say and what NOT to say
  • Developing effective listening skills and questioning techniques
  • How to sound confident and helpful
  • Understanding the customer needs
  • Handling awkward situations and calls
  • Taking messages, handing over and re-routing calls


  • Increased work effectiveness for individuals through better understanding and application of the key responsibilities involved in this job role
  • Workbook to use as a reference guide on completion of the course
  • The opportunity to gain a widely recognised Pitman Training Certificate

Course duration:
1 day

What next: 
Business Writing Skills Seminar
Better Business Letters Seminar
Professional Receptionist Seminar