Telephone Skills
In our ever increasingly busy work cultures, the necessity for effectiveness on the phone increases. We deal with a variety of communication styles, needing to respond to each uniquely. This session focuses on identifying various types of communication styles and how to work well with each. Additional focus is on how to handle challenging situations, including how to say 'no' and deliver less than positive messages.Effectively leaving and responding to voice mail is also an important part of telephone technique.
You will learn:
- Four styles of communication
- How to deal with each style effectively
- How to handle difficult interactions
- How to handle out of control interactions
- Key techniques in maximizing your efficiency with voice mail
- How to deliver difficult messages
- How to say 'no' with tact and diplomacy
Seminar Tools
The DiSC Personal Profile Instrument will be utilized in this program.What you will cover:
- Interaction styles
- Identify 4 styles of interaction and the most challenging parts of each
- Learn key techniques to maximizing interactions with each style
- Explore how to easily and quickly identify the style of your caller
- How to flex your style to best respond to your caller
- Handling Difficult Interactions
- Identify the most difficult style for you to handle, and key ways to improve those interactions
- Last resort options to handle the out of control interaction
- Assess the style of those you work with including team mates, customers, suppliers, etc.
- Create a personal action plan for managing conflict situations
- How to handle situations that you cannot resolve to their satisfaction
- How to deliver a 'no' message
- Phone Skills
- Identify key skills in leaving voice mail
- Industry standards in responding to voice mail
- Creating positive tone and strong voice skills
- Strategies for leaving messages with impact
- Identify 4 styles of interaction and the most challenging parts of each
- Learn key techniques to maximizing interactions with each style
- How your voice mail greeting sets a tone for the message that will be left
