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Telephone Answering Skills
Office Skills

Telephone Answering Skills

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In today’s fast-paced professional environment, the telephone remains a critical tool for communication. This practical half-day workshop equips participants with the essential skills and techniques needed to answer calls professionally, handle enquiries with confidence, and represent their organisation with courtesy and competence. Participants will explore tone, clarity, listening skills, and how to deal with difficult callers while ensuring a positive customer experience every time. 

 
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  • Date/s of Next Intake
  • Venue
  • Language
  • Duration
  • Hours of Total Learning
  • Entry Requirements
  • Mode of Attendance
  • Mode of Delivery
  • Grading System
  • Pass Mark
  • Funding Options

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Venue: ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language: English
Duration: Half day
Hours of Total Learning: 3.75
Entry Requirements: Intermediate level of spoken English
Mode of Attendance: Part-time
Mode of Delivery: Face-to-face
Grading System: Not Applicable
Pass Mark: Not Applicable
Funding Options: Get Qualified Scheme – Students can benefit from a tax credit of 70% of the cost incurred. Investing in Skills (IIS) – Employers can benefit from a refund of 70% of the costs incurred. Contact us for further guidance on how to apply for either funding option.
Course Details
Date/s of Next Intake 2025 September or 2026 January
Venue ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language English
Duration Half day
Hours of Total Learning 3.75
Entry Requirements Intermediate level of spoken English
Mode of Attendance Part-time
Mode of Delivery Face-to-face
Grading System Not Applicable
Pass Mark Not Applicable
Funding Options Get Qualified Scheme – Students can benefit from a tax credit of 70% of the cost incurred. Investing in Skills (IIS) – Employers can benefit from a refund of 70% of the costs incurred. Contact us for further guidance on how to apply for either funding option.
Structure of Programme:

The programme covers the following topics: 

1. Welcome and Introduction 

  • Icebreaker activity 
  • Objectives and structure of the session 
  • Why telephone skills still matter in a digital age 

2. Making a Professional First Impression 

  • The psychology of first impressions over the phone 
  • Tone, pace, and clarity: How they shape perception 
  • Appropriate greetings and phrases to set the right tone 
  • Role-play exercise: Greeting callers professionally 

3. Active Listening and Questioning Techniques 

  • The importance of listening over the phone vs. face-to-face 
  • Techniques for active listening: verbal and non-verbal cues 
  • Using open and closed questions to clarify caller needs 
  • Paired activity: “Lost in Translation” – decoding unclear requests 

4. Handling Difficult or Emotional Callers 

  • Understanding caller emotions and triggers 
  • Staying calm and professional under pressure 
  • Language that de-escalates conflict 
  • Group activity: Call scenarios and response practice 

5. Closing Calls with Courtesy and Clarity 

  • Summarising key information and next steps 
  • Offering further help and ending calls positively 
  • Ensuring accurate follow-up or documentation 
  • Mini role-play: “Start-to-finish call simulation” 

6. Wrap-Up and Reflection 

  • Key takeaways 
  • Personal action planning 
  • Q&A session