Essential Phone Communication Skills
4.3 (16 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
40 students enrolled

Essential Phone Communication Skills

Pick it up. Make things happen!
4.3 (16 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
40 students enrolled
Created by Mary Jane Copps
Last updated 3/2016
English
English [Auto]
Price: $34.99
30-Day Money-Back Guarantee
This course includes
  • 38 mins on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Learn to communicate effectively on the phone for job interviews, relationship building, prospecting, or even closing a sale.
Requirements
  • All levels of students will benefit from this course. Students need no prior experience to participate.
Description

Essential Phone Communication Skills is designed for anyone who wants to improve their ability to speak effectively on the telephone. In 13 short videos, Mary Jane Copps, CEO of The Phone Lady, covers everything from answering the phone to leaving voicemail messages, and handling difficult customers to dealing with background noise. Each video ends with written tips and ideas. This course is ideal for students anticipating job interviews on the phone or the need to use the phone as part of their job search, those in sales, business development and fundraising, as well as entrepreneurs will find the information extremely valuable, as will anyone wanting to create excellent customer service.

Who this course is for:
  • Essential Phone Communication Skills is designed for anyone who wants to improve their ability to speak effectively on the telephone.
  • This course is ideal for students anticipating job interviews on the phone or the need to use the phone as part of their job search, those in sales, business development and fundraising, as well as entrepreneurs will find the information extremely valuable, as will anyone wanting to create excellent customer service.
Course content
Expand 14 lectures 38:17
+ How to Communicate Effectively on the Telephone
14 lectures 38:17

Being able to communicate effectively on the telephone is a powerful life skill - for business and in our personal lives. This introduction reveals why phone skills matter and how they both build and support strong relationships.

Preview 03:08

When we answer the phone we are creating a powerful first impression. Here are the steps to making sure it is a positive one.

Answering the Phone
01:47

Our voicemail is our receptionist, our avatar. It creates a lasting impression that impacts our relationships with customers, prospects and employers. Here you'll find the guidelines for creating a voicemail message with impact.

Preview 02:49

Learn why it is important to leave messages, how to avoid phone tag and how to increase the number of people that return your calls.

Preview 04:31

The guidelines for active listening will improve your ability to engage with clients, prospects or employers not only on the phone, but in face-to-face meetings as well.

Active Listening
02:38

The key to successful phone communication lies in your ability to create conversation. Learn how to inspire anyone to tell you more about themselves, their company, the jobs they have available, etc.

Inspiring Conversation
02:53

Job interviews on the phone are particularly stressful. How can you not only make them easier, but also help yourself stand out from other candidates. Here are some ideas that work.

The Phone Interview
02:59

There are strategies to consider when it comes to ending a phone call with a customer or prospect. You always want to close the conversation in a professional way.

Ending a Call
02:47

Everyone has encountered accents on the phone they could not understand, but few people know how to meet this challenge in an open, friendly way that allows communication to take place. It's easy, as this lesson reveals.

Working with Accents
02:49

When there is background noise on a phone call it becomes a distraction that limits communication. Here are simply ways to make sure noise does not impact your phone conversations.

Background Noise
01:56

Conference calls can be extremely frustrating, with people talking over each other, others not participating in any way. Follow these guidelines to make sure your conference calls are highly productive.

Tips for Conference Calls
02:49

One of the most difficult things to do on the phone is deal with someone who is upset or angry. Yet once you understand the psychology of this situation, you'll be able to handle these calls with ease.

Dealing with an Upset Caller
02:51

In many industries, endless hours and a lot of energy is spent on the phone with the customer that tells a good story - again - and again - and again. Here is the very best way to politely deal with the constant talker without giving offence.

Working with a Constant Talker
02:42

Here are my five top tips for anyone to improve their ability to communicate on the telephone.

BONUS: Top Five Phone Tips for Effective Communication
01:38