Professional Telephone Skills

This course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult callers , the power of your voice, giving bad news and how to prepare better for different types of phone calls.

Learning Outcomes

  • Use voice, tone and the use of language for maximum effect
  • Principles of non-verbal communication and etiquette on the phone
  • Keys to effective listening – Active Listening
  • How to structure and control a call
  • Understanding client needs and directing calls
  • Open and close calls clearly and professionally
  • How to personalise your communication to each individual call
  • Dealing with difficult and challenging callers

What Will Be Covered?

  • Who are your clients?
  • Effective telephone techniques
  • Tone, language and a positive attitude
  • Using your voice effectively
  • Effective questioning
  • Verbal vs. visual
  • Keys to effective listening (Active Listening Skills)
  • Being assertive when needed
  • Dealing with complaints and responding to difficult people
  • Good communication skills
  • Managing your time and pre-call planning
  • Skills practice
  • Key take aways and Personal Action Plan


Our training programs are practical with lots of interaction and discussion between the participants. During this one-day workshop participants will have the opportunity to ask questions and are encouraged to develop and work on individual action plans in a consultative and controlled environment.


A pre program questionnaire which is designed to assist you in receiving the best outcome and return on investment from your training. There is only a short amount of time to transfer the message so Sarden Learning will try to gain an insight into your company's background, processes, issues and culture so we are able to deliver an outstanding service for you.

Training Investment Price Quotes

Our quotes are completely inclusive, meaning our firm quote includes:
  • All needs assessment discussions
  • All training development
  • All training customization
  • All training materials
  • Training delivery
  • All travel related costs and expenses
  • You receive one invoice when the training is completed. No surprises.


Let us know how we can help you - tell us what you are interested in!

1300 783 987