Effective Telephone Skills

Course Information

Aims and Objectives

• To develop effective telephone skills, including dealing with sensitive issues over the telephone.
• To recognise barriers to effective communication
• To understand the importance of listening

Course Contents

• The importance of having good telephone manner
• Addressing a caller correctly – things to avoid
• Non – verbal communication
• Recognise communication barriers
• Telephone answering skills / role play
• Taking messages / transferring a call
• The importance of listening
• Handling patients complaints

who should attend?

• Receptionists
• Administrators