Telephone Etiquette

Telephone etiquette in the workplace is about targeting the telephone etiquette training objectives.

The impression a telephone caller forms when they first contact your Office can have a direct influence on your success. The success of your business relationships therefore depends on your phone skills. The Telephone Skill level of everyone who interacts with clients can be just as important to their success as the quality of their Professional Services. Most appointments are set by telephone and there are certain steps to follow to do it well.

Bodhih’s workshop on Telephone Etiquettes helps participants increase their success rate when selling on the phone and make a positive impression on the prospective client. Bodhih’s workshop on telephone etiquette uses tools telephone calling perceptions, rapport building, controlling-empowering customers through phone calls, and the etiquette for telephone.

What are the learning outcomes from Bodhih’s telephone etiquette workshop?

Bodhih’s workshop on telephone etiquette skills is targeted towards building a rapport with customer with active listening skills, being assertive while interacting with the customer over the phone, understanding how to present the benefits of the product, developing different dimensions of voice in order to be more effective and handling customer objections.

What are the key focus areas for Bodhih’s workshop on telephone etiquette at work?

The focus areas that Bodhih’s facilitator brings alive with class presentations, videos, management games, workbook activity, and group discussions and individual reflection are – Active listening, tone of voice, overcoming objections, questioning techniques, and building assertiveness.

Bodhih’s program on telephone etiquette strategies begins by sensitizing participants to various dangers of telephone etiquette if not done properly.

With the help of a facilitator led presentation and class discussion, learners unravel the identifying mindsets that lead to poor customer engagement over the telephone, multi-tasking, treating customers as another line item, passing listening style, absence of empathy and inadequate product-service knowledge – all leads to missed opportunities to build customer advocacy.

Learners use real world examples to delayer the various telephone communication assertiveness styles. Bodhih’s facilitator with a team exercise, establishes the premise of how and when to be assertive through the voice inflections, the importance of pauses, and para-phrasing, using positive language, and demonstrating proactive behaviour at all times

The key components of telephone etiquette skills workshop are explained within the module – preparation and structure for a winning telephone conversation.

Through individual activity, group discussion, videos, and facilitator led presentation, participants are coached on the basics of a telephone conversation. The various preparation rituals that are important, the reading and understanding of past conversations / call history, the precise nature of the problem, and possible solutions is all worked out before the actual telephone conversation begins.

Through the class games the participants learn ways in which team members can address specific challenges of communicating in the right manner when their backs are against the wall, without resorting to aggressive behaviour and still using appropriate communication techniques.

Bodhih’s facilitators, expose learners (through videos) to the different techniques of proactive communication. The approach works out various problems that happen when reactive listening happens, and positive attitude is absent. The class joins the dots between assertive and accurate knowledge procedures and gaining customer trust.

Class participants’ role-play multiple scenarios to understand the barriers and threats to telephone etiquette. Along with Bodhih’s facilitator, the group brainstorms to find out how they can combat personality-triggered conflicts.

In Bodhih’s business telephone etiquette training workshop, the tenured facilitator through real world example and videos, highlights techniques of handling complex call that need escalations.

Bodhih’s facilitators are seasoned professionals who create linkages between skills picked up in the workshops and then to apply them in participant’s current roles.

This is done through specific illustrations and analogies and is true for the session at business telephone etiquette training workshop – handling conflict and negotiation.

Bodhih’s workshop on proper telephone etiquette training deep-dives into analysing perception, identifying positions, and interests of people.

Through class activity, and personal reflection, learners build practical day to day techniques that will help them translate these inputs to help them negotiate and resolve conflicts over the phone.

At Bodhih, business telephone etiquette training program is a much sought-after session that is part of a larger communication skills suite.

The session brings latest research done on telephone etiquette, communication strategy, and customer handling best practices sourced from the renowned management companies in the world.

The heart of Bodhih’s business telephone etiquette training program lies in the powerful session of consolidating learnings through customizing the principles to individual use.

How would you gain from India’s best business telephone etiquette training programs at Bodhih?

Bodhih customizes its proper telephone etiquette and skills program along the ADDIE model. Workshop experiences are analysed, designed, developed and delivered that are solution focused and include a range of blended training pedagogy such as role plays, group exercises, self-assessment tools, management games, individual activities, videos, case studies, facilitation, discussions and more.

In addition to the ADDIE model, the business telephone etiquette skills program takes advantage of the experiential adult-learning process of concrete experience – reflective observation – abstract conceptualization – active experimentation.

The edge in Bodhih’s proper telephone etiquette corporate workshop comes from researched industry learnings, current best practices and academic insights that ensures telephone etiquette techniques are grasped and applied by chosen individuals. The long-term benefits are to institutionalise skills by embedding problem solving skills, versatile communication styles, deeper understanding of customer personality dimensions and how they can be used to build customer delight.

What is Bodhih’s promise on business telephone etiquette courses?

Managers across industries and functions and executive level participants who have attended Bodhih’s sessions on business telephone etiquette skills talk about enhanced abilities to build rapport, empathetic listening abilities, assertive communication and superior problem-solving techniques.

Frequently asked questions