Although technology continues to make new communication applications available, telephones still play a vital role in business success.

This module aims to make you aware of both the value of direct customer contact through the telephone, and the peculiarities of telephone communication. You will acquire all the techniques and tools needed to handle inbound and outbound 
phone calls successfully.

In order to achieve communication excellence on the telephone and thus attain personal and business goals, the module will focus on professional behaviour, politeness, active listening, empathy, sincerity and on how to prepare and organise phone calls.

And last but not least, since in telephone communication you cannot read each other’s body language, you will learn how to convey information with clarity, strong diction and appropriate intonation.

Your objective is to

• Stay in contact and communicate in real time when unable to meet in person
• Build and maintain a strong connection with customers and business professionals while on the phone
• Choose the right words and the correct intonation to convey your message clearly and effectively
• Maintain a professional outlook

You will learn how to

• The tools and techniques to prepare and handle phone calls successfully
• Active empathetic listening and sincerity
• Clarity and strong diction
• To choose the right words to convey your message in a clear and effective way