Course : Optimizing Your Telephone Skills
Practical course - 2d
- 14h00 - Ref. ACT
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 | Promote your company’s image through telephone answering quality |
| Adopt a customer relationship attitude |
| Master telephone communication techniques |
| Adapt your communication to the other person’s profile and expectations |
Intended audience
Any staff member interacting with external or internal clients, including receptionists in both public and private sectors.
Prerequisites
No specific knowledge required.
Practical details
Hands-on work
Games with actors, scenarios, role-playing, self-diagnosis.
Course schedule
1 Understanding the principles of communication and answering
- Identifying the roles of sender and receiver: Who does what and who is responsible for what.
- Ranking and mastering all three communication media: Verbal, para-verbal, and non-verbal.
- Understanding the unique features of the telephone.
- Understanding the importance of smiling.
- Discovering automatic information processing: Selection, distortion, and generalization.
Exercise
Voice game with actors.
2 Practicing techniques adapted to the telephone
- Active and objective listening
- Practicing rephrasing.
- Knowing how to question.
Exercise
Listening, rephrasing techniques, and facilitating questions. Writing questions suited to each participant’s activity.
3 Using effective language
- Speaking positively in order to achieve your goals, banishing jargon, doubt-filled phrases, negative words.
- Using the present and future tense to give strength to your message.
Exercise
Replacing negative wordings with positive ones; training in reception phrases, guiding callers, placing them on hold.
4 Addressing objections
- Identifying different types of objections.
- Using objection acceptance and processing techniques: Quilt, sandwich, broken record, DESC.
- Applying techniques: Soften/Rebound/Chain along.
Exercise
Handling objections in the form of “ping-pong” exchanges. Simulated telephone interviews using acceptance and rebound techniques.
5 Accommodating in a relationship of quality and service
- Intending to do the most to handle requests as optimally and quickly as possible.
- Understanding the needs and expectations of the people you’re talking to: SONCAS.
- Adopting behaviors suited to the request and situation.
- Choosing your words and developing your arguments (FAB).
- Understanding the principle of handling difficult situations.
Role-playing
Detecting motivations, seeking appropriate responses. Group debriefing.
Customer reviews
4,7 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
MYRIAM R.
25/06/26
5 / 5
The content was very informative, striking a balance between theory and practice. The trainer was excellent; she was attentive, had a thorough grasp of her subject and encouraged us to share our own experiences so we could relate them to the issues being discussed throughout the course. I’m very pleased with the course – thank you!
EVA M.
16/03/26
5 / 5
Comprehensive content, with plenty of information put into practice through various exercises.
MORGANE A.
16/03/26
5 / 5
A very interesting course – a bit rushed, but two days of online learning is tiring, so it would be difficult to make it any longer.
Publication date : 06/18/2024
PARTICIPANTS
Any staff member interacting with external or internal clients, including receptionists in both public and private sectors.
PREREQUISITES
No specific knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Any staff member interacting with external or internal clients, including receptionists in both public and private sectors.
PREREQUISITES
No specific knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
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Remote class
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Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.