Telephone calls are an
essential communication method for service providers, there
are many methods and skills required in order to
successfully optimise communication through this media. This
course explores telephone conversational structures and
identifies associated skills. Delegates also gain an insight
into other communication methods and technology available in
order to support equity of access to their service for
service users.
Course Includes
Identify elements of
good and poor practice within any telephone call
Identify a call structure
Identify processes within the call
Identify and practice skills needed
Dealing with anger and aggression over the phone
Discuss equity of access issues and technology to
support thist
Cost
per delegate: £55.00 + VAT course runs from
9:30am to 12:30pm and includes refreshments
Cost
per in house course for up to 10 delegates: £350.00 +
VAT + expenses
Course dates:
Wednesday 21st May 2008
Friday 6th June 2008
Friday 5th September 2008
Wednesday 12th November 2008 for
the full list of all our other course dates click here
