Developing Professional Telephone Skills (INTC00457)

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Online Course
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  • This is an East Riding Council staff course. If you are not a member of staff, you will not be able to apply or enrol to this course.

Course details

If your role involves providing customer service over the telephone, you may have found that the way you answer calls has changed recently.  Whilst we may no longer have telephone handsets on our desk, and we may be using digital technology to answer calls on our computer instead, the essential skills of good telephone communication remain the same. 

In this session you will learn more about how professional communication and listening skills can help you to identify and understand the needs of the customer as well as how to effectively action the call.  The session will consider how you would deal with customer complaints and give you strategies for keeping control of a call.  We will discuss the actions to take if a call becomes aggressive or if you feel threatened as well as what actions to take under PREVENT, should you be concerned about any extremist or radicalised behaviours.

What do I need to join the course?

This session is open to any member of staff who feels they need to improve their time management skills.

As the course is being delivered virtually through Microsoft Teams you will need to ensure that you are able to connect to the internet, have a web browser (e.g. Google chrome, Microsoft Edge) and are able to follow the links to take part in the virtual activities. This will include having some basic computer skills, including being able to use a keyboard and mouse.

What do I need to provide for the first session?

This course is delivered via virtual learning on Microsoft Teams. You will not need to attend any classroom delivery but you will need to commit to attending the virtual sessions at the specified date and time. In order to participate in the virtual sessions you will need access to the following:

  • Computer/Laptop/Tablet
  • Headset/earphones if required, including a microphone (unless you are able to work in an area where you will not be disturbed/disturb others
  • A reliable internet connection
  • An email address to access the virtual classroom
  • A means of using video conferencing e.g. integrated webcam, webcam, smart phone/tablet with camera
  • Access to MS Teams
  • You may also find it useful to have a notebook and pen to make notes.

How will I learn

Your learning will be supported online by an experienced tutor through small and large group discussions, video clips, and reading materials.

What will I learn?

You will understand:

  • how to identify the needs of the customer
  • what constitutes professional communication
  • about different technologies used to make and receive calls
  • the steps to be taken in order to action a call efficiently
  • how to manage challenging customer situations
  • how to deal with aggressive behaviours
  • what action to take if you suspect extremist behaviours (PREVENT)

What could I do next?

If you wish to undertake further training you should discuss this with your line manager in the first instance. Details of other courses are available to view on the course booking system.