Description
Learn to speak positively and project your credibility when communicating over the telephone.This presentation will offer the administrative professional numerous benefits to enhance your telephone communication skills. You will gain valuable insights into effective questioning techniques, message organization, telephone etiquette, and managing voicemail and phone tag. You will learn how to ask openended questions, actively listen to responses, and provide accurate and relevant support during phone conversations. Additionally, you will acquire techniques for delivering concise and wellstructured messages, using proper greetings and language, and maintaining an appropriate tone. The presentation will also equip you with strategies for efficiently managing voicemail, minimizing phone tag, prioritizing calls, setting boundaries, and practicing selfcare to maintain productivity and avoid burnout. Elevate your telephone communication abilities, build rapport with your listeners, and gain the confidence and skills needed to excel in your role.
Date: 2023-07-20 Start Time: End Time:
Learning Objectives
The Importance of the Voice
• Simple Exercises for Vocal Power
• Importance of Vocal Tone, Clarity, and Pacing
• Keys to a Confident and Engaging Voice to Establish a Positive Impression
The Importance of Active Listening
• What Is Active Listening?
• Specific Techniques
• Tools to Avoid Distractions and Ensure Effective Communication
Building Rapport
• Importance of the Communication Equation
• Practical Tips on Empathy and Boundaries
• Displaying Genuine Interest in the Needs of the Other
Structuring Conversations
• Clear Opening, Identifiable Objective, and Maintaining Focus
• Summarizing Key Points
• Ensure Understanding
Overcoming Challenges
• Dealing With Difficult or Angry Callers
• Resolving Conflicts and Handling Interruptions
• Strategies for Remaining Calm, Professional, and Solution-Oriented
Effective Questioning
• A Deep Dig Into Various Types of Questions
• How to Elicit Valuable Information From the Caller
• Paying Attention to Verbal Cues, Tone of Voice, and Underlying Emotions
Message Organization
• Importance of Delivering Concise and Well-Structured Messages
• Main Points, Bullet Lists, and the Avoidance of Jargon
• Pace, Clarity, and Dynamism to Create a Positive Experience
Telephone Etiquette
• Proper Greetings, Professional Language, and Appropriate Tone
• The Three Ps: Professional, Patient, and Polite
• Engagement, Confidentiality, and Gratitude
Managing Voicemail and Phone Tag
• Concise, Effective, and Purposeful Message Leaving
• Requesting Specific Actions and Responses
• Making the Most of Voicemail Interactions
Managing Stress and Time
• Prioritizing Calls
• Setting Boundaries
• Time Management, Self-Care, and Seeking Support
ASAP PACE ,IAAP ,Additional credit may be available upon request. Contact Lorman at 866-352-9540 for further information.
Patrick Muñoz-Patrick Muñoz: Voice & Speech Coach
