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Telecommunications Skills
This interactive program is designed to develop and enhance the skills to enable confident and effective communications when using the telephone as a tool. Learn how to maintain voice pace, tone, and volume, become a focused listener, establish rapport with customers, discover your own communication style, identify others, and apply techniques to establish common grounds for communication. Learn how to ask difficult and delicate questions and how to recognize clues that lead to business opportunities.
Components of the program include:
- Voice, pace, tone, and volume
- Listening skills
- Telephone protocol
- Communicating in the “wired” world
- Effective questioning to identify key customer needs, desires, and concerns
- Communication styles
- Telephone tyrants-survival tools
- Developing the techniques to identify business opportunity clues
This interactive workshop utilizes videotaping, individual and team exercises, role plays, and participant and instructor critiquing.
Workshop objectives:
- Use the communication “toolbox” to increase confidence and poise when using the telephone as a tool
- Build rapport with customers, learn how to ask difficult questions and gain responses
- Understand communication styles, the inherent strengths and limitations of one’s primary interpersonal style and characteristics of other styles
- Increase confidence and poise in communications and identify cross-sell opportunities resulting in business growth.
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