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Communication Skills

Testimonials

We thank NIIT for providing us competent and highly skilled candidates for our business functions.

  Jaspreet Singh
Competent Synergy
Telephone Etiquette
   
 
 

Program Overview

Telephone etiquette trainings are designed to help the participants present a professional image in their profession. This training makes the participants aware of the importance of good communication with callers as well as keeping them informed, so as to be appreciated in the long term. This is an interactive training program which features role-plays and participant activities.

Agenda

  • Effective opening messages and introductions
  • Efficient call handling
  • Call navigation 
  • Impact of speech and voice in a telecon
  • Do’s and Don’ts of telephone handling
  • Cultural appropriateness and clear communication

Who should attend?

  • Team leaders
  • Supervisors
  • Team members
  • Customer service representatives
  • Sales personnel
  • Support staff

 

 

Learning Objectives

 

The program will enable participants to:

  • Develop skills to open, structure and summarise a call appropriately.
  • Recognize do’s and don’ts of telephone handling.
  • Develop skills to navigate a call effectively.
  • Develop skills to meet the challenges of working in different cultural environments.

 

Delivery Method

Instructor-led classroom training led by an NIIT certified Instructor. Role-plays.

BUSINESS TRAINING PROGRAMS

CORPORATE LEARNING SOLUTIONS

Managed Training Services (MTS)