English course Telephone Skills

English course #1 Telephone Skills

By oxfordken

Languages

English

Level

Intermediate

Lessons

School

None

Course Objective: Improve the participants’ oral telephone communication skills. When participants’ have completed this course they will be able to: 1. Gather information correctly 2. Explain information to others 3. Discuss problems/solutions 4. Make decisions using information gathered on the telephone 5. Follow-up plans effectively 6. Confirm information and close calls politely Telephoning Skills includes how to: a) Open calls b) Exchange Information c) Reach Decisions d) Deal with messages e) Solve Problems f) Close Calls **Particpants will receive a written list of Useful Phrases and Expressions for each module**

Teachers:

1. Module 1: Gatekeepers/Managing in-coming calls

Objectives: 1) Getting Through 2) Explaining Why You Are... more Objectives: 1) Getting Through 2) Explaining Why You Are Calling 3) Dealing With In-coming Calls This lesson will focus on getting past gatekeepers within a company, explaining who you want to reach and why. It will also show you how to dealing with in-coming calls if you have a busy telephone environment. less

2. Module 2: Getting it right

Objectives: 1) Introduce the points in your call 2) Ask... more Objectives: 1) Introduce the points in your call 2) Ask people to repeat information 3) Echo key facts and figures 4) Make sure that personal details are correctly spelled 5) Indicate when you are ready to continue. This lesson will focus on introducing the main points of your telephone call and getting all the information correctly recorded. You will also learn the language necessary to ask key business questions. less

3. Module 3: Confirming Next Actions

Objectives: 1) Learn to read back key numbers/figures. 2)... more Objectives: 1) Learn to read back key numbers/figures. 2) Be able to tell the caller what is happening next. 3) Summarizing/Agreeing to the points for the call. In this lesson learners will focus on the language of numbers/charts/graphs and be able to tell callers what will happen in the future. Learners will participate in role-plays where they must actively make decisions and agree to further actions. less

4. Module 4: Solutions/Summaring Decisions

Objectives: 1) Develop ways to work through points... more Objectives: 1) Develop ways to work through points systematically. 2) Practice discussing alternative solutions. 3) Learn to summarize decisions. Learners will be able to effectively organize a telephone call and discuss multiple options. In the dialogues and role-plays learners will be required to summarize long conversations and reach a decision. less

5. Module 5- Listening Skills that Reassure Callers

Objectives: 1) Asking for specific details. 2) Reassuring... more Objectives: 1) Asking for specific details. 2) Reassuring the other person that you will help. 3) Showing that you are listening. 4) Summarizing your understanding of the problem 5) Asking for clarification Learners will gain critical listening skills in asking questions and demonstrating that they have heard what is being communicated. When this module is completed, learners will be able to build confidence in the caller that their problem will be solved effectively. . less

Pronunciation:

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Grammar:

Course plan

Skills involved