2. Telephone Skills Workshop >

3. Nature of Communication The telephone as a Communication Tool Good and Poor Telephone Communicators Factors of Voice Active Listening Steps to an Incoming Call – How Good Are You? Message taking – the 6 Ws Turning around Irate Callers Key Objectives

4. Good Phone Communicators Sounding enthusiastic, alert, warm and friendly Smiling!! Actively Listening Verbally acknowledging Showing empathy Speaking clearly Being polite Using names

5. Importance of the Voice Depicts information, personality and emotions - this in turn reflects on the perception of the company. Your voice and the way you use it is THE image of your company

6. How the Voice Works The basic process is that ________ are made by forcing ________ across vocal cords which vibrate to make a noise. This noise can be varied by altering the amount and ________ of the air involved through the use of muscles in the ________ and diaphragm. These sounds are then fine tuned into speech by delicate ________ movements in the throat, face, ________ and mouth. sounds air speed chest tongue muscle