Telephone Skills

Learning Outcomes

The Telephone Tone (TTI)

Great for anyone...who wants to sound good on the phone .

Purpose:

This course gets your speaking skills up to a level of competence you and your company will be very happy with. Together you and your personal voice coach will thoroughly analyse and explore your vocal strengths and weaknesses. Immediately, appropriate solutions are introduced and practiced in a step-by-step fashion, carefully building up the repertoire of tools and skills required to speak with flair and confidence. Breathing, diction, vocal variety, adding interest and projecting confidence will be focussed on in depth. This method suits those who wish to polish their skills in privacy.

Highly recommended.

These are private sessions designed with you, your job and your company in mind. In them you will learn…

How to improve the sound of your voice and speak confidently.
How to sound convincing, authoritative and persuasive.
How to project your voice in all sorts of meetings and situations.
How to match your tone with other people's and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
Learn how to speed up or slow down, and how to use inflections and pauses to make what you say more interesting.
How to improve your diction and pronunciation.
How to develop your vocal intelligence.
How to deliver a clear message and get the results you want.

Complementary Courses

The Telephone Tone - Group (TTG)

Great for anyone...who wants to sound good on the phone .

Purpose :

Not a day goes by without a telephone being answered in the office somewhere. But how does your voice sound when you answer it? Do you project a professional image? The telephone is the dynamic device that connects you and your company directly to people, places and profitable opportunities...providing you know how to use it. Sounding good on the telephone can make the difference between a happy and a disgruntled customer, which naturally reflects in your company’s bottom line. Your voice is often the only part of you that the person at the other end of the line ever gets to meet. What does your voice say about you? What does your tone say about your company? Are you projecting the right image?

What you will learn:

This is a workshop all about your voice and the phone. In it you will learn…
How to project a friendly and caring tone.
How to sound convincing, authoritative and persuasive.
How to get people to listen to you.
How to control the speed at which you speak.
What to listen for in other peoples’ voices.
How to match your tone with theirs and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
How to deliver a clear message and get the results you want.
And much, MUCH more!

Scheduled The Telephone Tone - Group (TTG)

Course	Code	Duration	Location	Cost (gst inc)	Type
The Telephone Tone-Individual	TTI	4 x 1 hr sessions	Sydney	$1375	Individual
The Telephone Tone-Half Day Workshop	TTT-H	1 x 4 hr workshop	Australiawide	$4235	per Group
The Telephone Tone-Full Day Workshop	TTT-F	1 x 8 hr workshop	Australiawide	$6295	per Group

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The Receptionist's Voice (TRV)

Great for receptionists and frontline staff...everywhere.

Purpose :

Not a day goes by without a telephone being answered in the office somewhere. But how does your voice sound when you answer it? Do you project a professional image? The telephone you answer is the dynamic tool that connects you and your company directly to people, places and profitable opportunities, providing you know how to use it. Sounding good on the telephone can well make the difference between a happy and a disgruntled customer, which naturally reflects in your company’s bottom line. Your voice is often the only part of you that the person at the other end of the line ever gets to meet. What does your voice say about you? What does your tone say about your company? Are you projecting the right image?

What you will learn:

The 5 qualities of a great receptionist.

How to project a friendly and caring tone.
How to speak successfully with different types of people.
How to sound convincing, authoritative and persuasive.
How to get people to listen to you.
How to control the speed at which you speak.
What to listen for in other peoples’ voices.
How to match your tone with theirs and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
How to politely close a call.
How to deliver a clear message and get the results you want.

Scheduled The Receptionist's Voice (TRV)

Course	Code	Duration	Location	Cost (gst inc)	Type
The Receptionist's Voice	TRV	1 x 3 hr session	Sydney	$760	Individual
The Receptionist's Voice	TRV-W-H	1 x 4 hr workshop	Sydney	$4235	Per Group
The Receptionist's Voice	TRV-W-F	1 x 8 hr workshop	Sydney	$6295	Per Group

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Call Center Skills (TCG)

A great course for Call Centre Staff.

Purpose:

This course is designed to develop and foster good individual and team call centre communication skills. In this course you will learn what it takes to deliver great customer service through the phone. You will discover how the way you behave now may be helping or hindering the process of communication. We will take a good look at body language (even when you are sitting down) and how it is used to build rapport and good relationships. You will also listen to your voice and improve how you use it to communicate . Understanding how to get your message across to people in one-on-one personal interviews and telephone conversations will be covered in depth. After this training session you should expect to feel a lot more confident in your ability to communicate.

What you will learn:

Call Centre Speak - breathing, diction, vocal variety and projection- making what you say more thoughtful, powerful, persuasive and interesting-so that others can understand you.
Call Centre Movement - how to move, gesture and use space effectively even when you are sitting down. Don’t let your body tensions and bad posture undermine your message.
Call Centre Work desk – how to organise yourself and your material and scripts properly for impact and well thought out communications.
Call Centre Attitude – how to get a grip on your emotions and attitude so that you work well as an individual operator and as a member of your team. Feel confident and help others to work well too.

Scheduled Call Center Skills (TCG)

Course	Code	Duration	Location	Cost (gst inc)	Type
Call Centre Coaching-Half Day Workshop	TCC-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Call Centre Coaching-Full Day Workshop	TCC-F	1 x 8 hr workshop	Australiawide	$6295	per Group

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Teleconferencing (WTC)

A great course for anyone... who wants to know how to teleconference.

Purpose:

This course is designed to give you everything you need to know to set up a teleconference call and have a successful, distraction free telephone conference. You will learn what it takes to communicate your ideas clearly and confidently , as well as listen skilfully to other are saying over the phone.

You will discover:

10 tips for top teleconferencing
Teleconferencing voice techniques
The 5 types of calls
Conference call checklist
How to prepare for a call
What to do after the call
Getting your message across
New listening skills

After this training session you should expect to feel a lot more confident in your ability to communicate effectively in meetings held over the phone.

What you will learn:

Phone Speak - breathing, diction, vocal variety and projection- making what you say more powerful, persuasive, clear and interesting - so that others will understand you.
Listening Skills -how to listen to voices and read the hidden messages in vocal tones and expressions. And how to understand foreign accents.
Phone Etiquette - how to get a grip on your emotions and attitude so that you can work well with other people over the phone.

Scheduled Teleconferencing (WTC)

Course	Code	Duration	Location	Cost (inc gst)	Type
Teleconferencing	WTC	1 x 3 hr workshop	Australiawide	$3495	per Group

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Telemarketing Techniques (TMG)

A great course for Telemarketers.

Purpose:

The telephone is continuously evolving. From handheld to headset, it is the dynamic mouthpiece that connects you and your company directly to people, places and profitable opportunities, providing you know how to use it. Sounding good on the telephone can well make the difference between a sale and a knock back, which naturally reflects in your ratings and the company’s bottom line. Your voice is often the only part of you that the person at the other end of the line ever gets to meet. What does your voice say about you? What does your tone say about your company? Are you projecting the right image to get the sale?

What you will learn:

The 5 qualities of a great telemarketer.

How to project a friendly and caring tone.
How to speak successfully with different types of people.
How to sound convincing, authoritative and persuasive.
How to get people to listen to you.
How to control the speed at which you speak.
What to listen for in other peoples’ voices.
How to match your tone with theirs and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
How to deliver a clear message and get the results you want.

Scheduled Telemarketing Techniques (TMG)

Course	Code	Duration	Location	Cost (gst inc)	Type
Telemarketing Training-Half day Workshop	TTM-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Telemarketing Training-Full day Workshop	TTM-F	1 x 8 hr workshop	Australiawide	$6295	per Group

Download Course Information

The Telephone Tone - Individual (TTI)

Great for anyone...who wants to sound good on the phone .

Purpose :

What you will learn:

How to project a friendly and caring tone.
How to sound convincing, authoritative and persuasive.
How to get people to listen to you.
How to control the speed at which you speak.
What to listen for in other peoples’ voices.
How to match your tone with theirs and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
How to deliver a clear message and get the results you want.
And much, MUCH more!

Scheduled The Telephone Tone (TTT)

Course	Code	Duration	Location	Cost (gst inc)	Type
The Telephone Tone-Full Day Workshop	TTT-F	1 x 8 hr workshop	Australiawide	$6295	per Group
The Telephone Tone-Individual	TTI	4 x 1 hr or 1 x 4 hr session	Australiawide or via skype	$1375	Individual

Download Course Information

Schedule & Cost

Swipe Left and Right on the Table Below

Scheduled Call Centre Coaching and Telephone Skills Courses

Course	Code	Duration	Location	Cost (gst inc)	Type
Call Centre Coaching-Half Day Workshop	TCC-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Call Centre Coaching-Full Day Workshop	TCC-F	1 x 8 hr workshop	Australiawide	$6295	per Group
Telemarketing Training-Half day Workshop	TTM-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Telemarketing Training-Full day Workshop	TTM-F	1 x 8 hr workshop	Australiawide	$6295	per Group
The Telephone Tone-Individual	TTI	4 x 1 hr sessions	Sydney	$1375	Individual
The Telephone Tone-Half Day Workshop	TTT-H	1 x 4 hr workshop	Australiawide	$4235	per Group
The Telephone Tone-Full Day Workshop	TTT-F	1 x 8 hr workshop	Australiawide	$6295	per Group
The Receptionist's Voice	TRV	1 x 3 hr session	Sydney	$760	Individual
Teleconferencing	WTC	1 x 4 hr workshop	Australiawide	$4235	per Group

Swipe Left and Right on the Table Below

Your Classes will be held at:

Sydney	Melbourne	Brisbane	Canberra	Adelaide	Perth
TBA	TBA	TBA	TBA	TBA	TBA
City Venue	City Venue	City Venue	City Venue	City Venue	City Venue
North Sydney	Melbourne	Brisbane	Canberra	Adelaide	Perth
NSW 2060	VIC 3000	QLD 4000	ACT 2600	SA 5000	WA 6000
View Map	View Map	View Map	View Map	View Map	View Map

Classes are available weekdays between 6.00am-6.00pm

Workshops are from 9.00am-4.30pm

Email: [email protected]

Phone: 1300 922 122

The Voice Business,
Berry St, North Sydney,
NSW 2060,
Australia

CDs.Mp3 and Work notes included
Post Course Evaluation
A Certificate of Completion will be awarded to each successful candidate.

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