"Talking" on the phone - a lost art?

Given that most of us are never far from our phone, it’s amazing how many people are lacking phone etiquette skills. In today’s world of text, chat and instant message, this module addresses the “lost art” of talking on the phone. Like any other communication method, talking on the phone leads people to make assumptions about you and forms lasting impressions. Revisit tips that might sound basic, but are critically important.

Learning Objectives

• Familiarity with various components of telephone communication
• Methods to professionally handle inbound and outbound calls
• Conflict management - how to interact with upset or rude callers
• Messages - what to leave, how to return them
• Tips to ensure your employees are trained and proficient in telephone etiquette