Effective Telephone Skills

1 Day Course

Overall Objectives

Effective handling of phone calls can both create and retain customers as well as demonstrating that your organisation is well managed.

This course aims to cover the basics of handling phone calls in any organisation.

Training Course Material

This management course material runs off your laptop with zero preparation on your part.

The whole course can be delivered in paperless format. It is designed to run in dual screen mode, so that you have the whole course note instantly available to you. The notes also contain slide/audio links as well as supplementary notes.

We strongly advise that you work with the programme before you go live!

Course Objectives

At the end of the course your people will be able to:

• Make an effective telephone handshake
• Decide on appropriate call actions
• Carry out a barrier role if required
• Handle incoming calls, including caller complaints sensitively and professionally

Course Content

The Handshake

Call actions:
Take messages
Deal with "not available"
Request and give information
Hold and Transfer callers
"Barrier duty"

Handling incoming calls:
Abusive callers
Upset callers
Upward referral
Gathering information and reaching agreement

Display Options

Dual screen - Course members only see slides and exercises on screen. Trainer has full course programme available on laptop.

Single or mirror screen - Slides can be maximised from the Trainer's screen for viewing, although this does mean turning the projector on and off.

Printable material
Trainer's guidance notes - available in PDF format including one page handout and course certificate.
Exercises or notes - These can be printed.

Trainer Capability

An ability to present material clearly and to lead discussions is essential in using any of these courses.

The course notes can be used in a flexible way by more experienced trainers, but scripting guidelines are written into the content.

Slides and audio

Slides: 29 - All accessible from Trainer's screen or via file.

Everything you need for the course runs from the main programme. However, additional items are included:

Trainer's Manual: Details complete course, including additional notes.

Course Certificate: - printable

Handout: 1 page (We don't believe that giving people loads of handouts is effective, so it wastes paper! Our policy is to condense all our courses down to one page only.)

Exercises: 7 - (Paperless - Detailed on screen - no handouts needed! Optional timer included)

Audio: 24 sound clips

The Virtual Flip Chart

This enables you to collect group contributions on screen. A highlighting/drawing option is also included. A copy of this is available on the CD version as a standalone programme.

Content is automatically saved and a summary screen is included. You can add group contributions into any screen.

A separate version of this programme is also available.
More details....

Copy Permissions

You can copy the materials - handouts and exercises, as often as you need.


The course is licensed for unlimited use by one trainer per organisation. Economical additional licenses are available.

Available Now

Managing Projects - 1 day
Managing Others Effectively - 3 days
Managing Time
- 1 day
Behavioural Workplace Coaching
- 1 day
Handling Complaints Effectively
1/2 day
Effective Telephone Skills
- 1 day 

See the Complete Courses summary page. More .....

See Before You buy

Ask for an on-line demo via the web, at any time to suit yourself. You can then see and try the programme for yourself. Contact us by phone or email. (details below).

If you are not able to download files directly, we can make this available via the "mailbigfile" web site. Please email us for this.


Courses are available either as a digital download, or as a CD version.

Single user licence: £ 25.00 - by post (with Phone Master)

Single user licence: £ 19.50 - Digital Download (without Phone Master)

Phone Master was our original programme being a 400 audio clip library of material. It is easy to use and contains more audio that this course, but is not a training programme as such. Its "technology" is now dated, but it runs on Vista!

Credit Card
You can buy the course in The Training Store which also includes all our other programmes for Trainers.

Just send this to our address.

Invoice - UK based companies only
Email or Fax your order to us. If ordering via email please include your full company address.
We can also send you an invoice for payment via PayPal if preferred.

Contact Details

Anglia Training Associates
The Old Crown
The Street
IP25 6RX

Contact name: Jeremy Woods
Phone: 01953 883 953
E-mail: info@uktraining.uk.com