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Effective Telephone Skills

course information

aims and objectives

  • To develop effective telephone skills, including dealing with sensitive issues over the telephone.

  • To recognise barriers to effective communication

  • To understand the importance of listening

course contents

  • The importance of having good telephone manner

  • Addressing a caller correctly – things to avoid

  • Non – verbal communication

  • Recognise communication barriers

  • Telephone answering skills / role play

  • Taking messages / transferring a call

  • The importance of listening

  • Handling patients complaints

who should attend?

  • Receptionists

  • Administrators

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