Training course

Telephone Skills

Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of an organisation's success. Many people are unaware of the image they portray whilst speaking on the phone. This course teaches delegates how to make and take calls, and how to deal with tough situations on the phone such as complaints.

  • 1 Day
  • Online or in person
  • Private courses available
Download outline (PDF)

Course Objectives

  • Understand the importance of good telephone skills and be able to demonstrate their knowledge of the techniques covered on this course.
  • Take a successful telephone call using the correct greetings and closings and communicate through the telephone successfully when taking messages

Prerequisites

  • No previous knowledge is required.

Included

  • Lunch and refreshments when training is delivered at our training venues
  • Comprehensive course materials and exercises

Course content Back to top

  1. Introduction
    What influences customers?
    Understanding the needs of customers
    First impressions
  2. Communicating by Telephone
    The golden rules
    Understanding different communication styles
    It's not just what you say
    Learn to actively listen
  3. Making the Voice Work for You
    The telephone doesn't help!
    How to give the right impression
    Sound confident, caring and helpful
  4. Making the Call
    Preparing and organising
    Creating a dialogue
    Building rapport
    Using a checklist
  5. Taking a Call
    Answering the call
    Being prepared
    Leaving a voice mail message
    Re-routing calls
  6. Dealing with Tough Situations
    Handling complaints
    Building relations
    The difficult caller
    Understanding others moods and attitudes

Public dates and prices Back to top

Prices are per delegate and exclude VAT.

  • Friday 6 November 2026

    Virtual, live online 9:30–16:30

    £345+ VAT

  • Monday 29 March 2027

    Virtual, live online 9:30–16:30

    £345+ VAT

  • Thursday 8 July 2027

    Virtual, live online 9:30–16:30

    £345+ VAT

  • Friday 5 November 2027

    Virtual, live online 9:30–16:30

    £345+ VAT

Can't make these dates? Ask about a private course on a date that suits you.

Training a team?

Run this course privately, on your dates

  • Public Scheduled Fixed course content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!
  • Private Flexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
  • Bespoke Bespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.
  • Virtual These courses can be attended from anywhere.

What delegates say Back to top

“Very good”
M.B., Mgl Group

What were the most useful aspects of the course

“The one to one undivided attention to areas I needed to improve.”
M.B., Mgl Group

What were the most useful aspects of the course

“Dealing with customers”
S.O., Ssaib

Which part of the course did you find particularly valuable

“The trainer allowed us to ask questions and was able to give me advice on how to handle a particular scenario I struggle with at work”
B.P., Tlw Solicitors

Following this training what are you going to do differently

“My general usage of InDesign will be much improved! I’m a much more confident and competent user of the platform now, and feel ready to explore other platforms within the Adobe Creative Cloud suite.”
L.O., Cambrex, Adobe InDesign Level 1
“Well done it was really useful and exceeded my expectations”
K.D., Merton Borough Council, Excel Level 2

Following this training what are you going to do differently

“Going to implement them into my work now I have a better understanding”
S.R., Yorwaste, Excel Advanced Macros
“Really helpful training session”
C., V4 Services Ltd, Microsoft Teams in Office 365 Essentials

Related courses

Please contact us to discuss your Telephone Skills course, we have many solutions available to ensure you receive the best training possible.

Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Telephone Skills course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account. Please contact us to booka place or get a quote for your Telephone Skills course.

Telephone skills training courses, Durham, Washington, Newcastle, North East, how to use the telephone effectively. How to communicate on the phone.
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed: 10/20/2026 10:17:50 PM