A practical training for assistants and secretaries

Successful on the phone

On the telephone you represent your company internally and externally on a daily basis. You are the first point of contact and even in stressful day-to-day business you are constantly challenged to adapt to the different callers and their needs. Here it is not always easy to strike the right tone, to appear friendly and competent.

In this one-day practical training you will acquire the tools for professional telephone handling – even in stressful times, when everyone seems to want something from you and you don’t know where your head is at the moment.

Among the main topics of the telephone training are:

• Special features of communication on the telephone
• Personal means of action and inner attitude
• Voice, tone of voice, mood
• The phases of a telephone conversation
• Requirements for greetings and contact
• conversation techniques: Questions, listening, ego messages
• Solution-oriented conversation instead of problem discussions
• Avoid positive rhetoric / conversation killers
• At the end of the bouquet – conclude telephone calls positively
• Strategies and discussion techniques for “angry” partners
• The phases of a complaint discussion
• Reacting confidently to personal attacks
• Getting in a good mood – dealing with stress

Methodology/procedure

The telephone training is a practical training. Using a professional telephone training system, delicate calls/telephone conversations are practiced and the participants receive feedback on their personal strengths as well as suggestions.

A discussion guide to be worked out in the seminar complements the content focus and ensures the transfer.

Seminar costs

The participation fee for this 1-day seminar includes seminar documents, cold/warm drinks during breaks and business lunch and amounts to 430 Euro/participant plus VAT.

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