Telephone Manners

Developing an excellent telephone manner is an essential part of professional communication in any workplace. This short course introduces learners to the key principles of effective telephone communication, exploring how a confident telephone manner can improve customer satisfaction, enhance business relationships, and project a positive company image. The module provides essential skills for managing phone calls efficiently and professionally in various business contexts.

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Participants will also explore techniques to improve clarity, tone, and listening skills, along with strategies for handling difficult callers and managing multiple conversations with ease. The course provides practical tips on voicemail usage, message-taking, and modern communication standards, ensuring that learners master the art of professional phone communication and phone etiquette.

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Learning OutComes

By the end of this module, learners will be able to:
• Understand the importance of a professional telephone manner in business communication
• Apply the principles of phone etiquette in workplace interactions
• Handle incoming and outgoing calls confidently and efficiently
• Demonstrate appropriate tone, language, and listening skills when speaking on the phone
• Use voicemail and message-taking systems effectively
• Deal with challenging or emotional callers professionally and courteously
• Promote positive organisational image through effective telephone communication

Programme Content

Topics:
• Introduction to Effective Telephone Communication
• Developing a Professional Telephone Manner
• Key Principles of Phone Etiquette
• Voicemail and Message Handling
• Listening Skills and Verbal Communication
• Dealing with Difficult Callers
• Building Confidence in Telephone Conversations

Target Audience

• Receptionists, administrative assistants, and customer service staff
• Personal assistants and secretaries
• Candidates seeking to enhance their communication and telephone manner
• Professionals wishing to improve their confidence in business phone interactions
• Individuals looking to earn CPD points while developing practical workplace skills

FAQs

1. Why is a good telephone manner important in the workplace?
A good telephone manner helps create a positive first impression, strengthens customer relationships, and ensures clear and courteous communication in professional environments.

2. What are the key rules of phone etiquette?
Phone etiquette includes answering calls promptly, speaking politely, listening actively, and maintaining professionalism throughout every interaction.

3. Can this course help me improve my communication confidence?
Yes, the course is designed to help you build confidence when handling business calls, manage difficult conversations, and maintain composure in all phone situations.

4. Will I receive a recognised certificate after completing this course?
Upon completion, learners can claim two certificates — one from CPD Courses (cpdcourses.com) and another from the CPD Standards Office, recognised globally by employers.

5. Can I study this Telephone Skills course online at my own pace?
Yes. This course is flexible, self-paced, and available online, allowing you to study anytime and from anywhere in the world.