Effective Telephone Skills

Course Summary

In a world where e-mail has become a leading method of communication at work, people can sometimes feel that using the phone is an unnecessary (and sometimes stressful) use of their time. However, where face-to-face communication is not possible, using the phone effectively is a key way to develop client relationships, build rapport and get things done! This workshop is ideal for anyone who uses the phone at work to represent their organisation, maybe being the first point of contact for customers, or being responsible for building ongoing customer relationships.


  • Why good telephone skills matter
  • What makes a great phone conversation? (and a bad one)
  • Communication skills practice
  • Putting the customer first
  • Putting skills in practice back in the office

Course Benefits

By the end of the workshop, delegates will have:

  • Identified the effect their telephone manner can have on the caller/recipient and their organisation
  • Identified what distinguishes a great telephone conversation from an average or poor one
  • Identified any fears or concerns they may have about using the telephone and have put together a plan to overcome these
  • Gained confidence to use the phone by practicing in a safe environment
  • Put together an action plan to improve their use of the phone at work and to support them to put the client first

New for this course:

To add value to this training we now offer each delegate attending the Telephone Skills course a personalised ’secret shopper' phone call with a supporting feedback report.

The call will be made by Hazel and can be made prior to or after the workshop, depending on the preference of the delegate’s manager. Hazel will call the manager in advance to discuss details.

The call is made anonymously, with a follow-up written report sent to the delegate to include call debrief, tips and personalised actions to work on.

Previous delegate feedback:

‘It was beneficial for me as I learnt how to deal with a wide range of clients over the telephone. It also taught me how to overcome difficult conversations and communicate with clients better.’ – Krystal

Tutor Profile

With a proven track record in UK HR management over a 17 year career, Hazel Burden is technically proficient and practically experienced as an HR professional and project manager as well as having specialist experience in management development, workforce planning and talent management.

Hazel gained a BA (Hons) International Business and French, and specialised in HR Management through gaining a Post Graduate Diploma and a place on the highly-regarded NHS Graduate Management Training Scheme. She is a Chartered Member of the CIPD, a qualified Prince2 Practitioner and an experienced trainer.

Hazel has a passion for learning and enjoys putting her practical experience to good use on her courses.

Course at a Glance

  • Next Start Dates: New dates TBA
  • CPD Points: 3
  • Course Cost: £205.00
  • Course Length: 3 hours (09:30 - 12:30)

There are no dates currently available for this course, If you would like to register your interest please complete the form below:

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