Telephone Behavior the rules of effective communication

The aim
To give all staff members the skills to use the telephone effectively in a business context.

About the program
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned.

In this engaging, amusing and highly memorable story, an assistant manager of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired.

Fortunately someone is on hand to show her the mistakes she makes, and help her overcome her shortcomings. The lessons include understanding that the call starts with a verbal handshake - answer the phone within four rings and introduce yourself properly with a smile in your voice.

It shows that preparation is vital - people should have facts and figures at hand and repeat key phrases to show callers they're understood. During the call people should ask open questions to gain information, and use the caller's name frequently to establish trust.

When closing the call they must confirm that the message is understood, and make a note of what they are required to do. Finally the video tackles voice mail, showing that the same rules apply, whether someone's leaving a message on someone else's machine, or a prompt on their own.

The benefits

• Targeted at anyone who uses the phone at work to improve the way their business is represented on the telephone
• Practical rules for conducting a call from start to finish
• Highly effective presentation of the skills required, with memorable on-screen triggers

Related training issues:
Telesales

Information:
A Video Arts production featuring John Cleese, Chris Langham and Rebecca Front. Release date: 1997