Professional Telephone Techniques


To provide participants with the knowledge and skills to handle telephone calls in a professional and efficient manner.

Learning Outcomes:

By the completion of this course the participant will be able to:

  • identify and demonstrate effective telephone techniques
  • indicate and demonstrate appropriate methods of answering the telephone and transferring calls
  • recognise and manage difficult calls
  • cevelop essential telephone time management skills


  • strengths of the phone
  • verbal versus visual
  • an organised work environment
  • a positive attitude
  • using your voice effectively
  • keys to effective listening
  • active listening
  • be a positive talker
  • responding professionally
  • placing a caller on hold
  • transferring a call
  • screening calls
  • taking messages
  • leaving messages on voicemail


assist customers with inquiries
provide information and advice to meet client needs
process client complaints to ensure goals are met


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