
At the end of the program, the participants will be able to:
- Master the etiquette of telephone answering
- Answer calls promptly & confidently
- Improve their voice tone, pitch & inflection to better effect
- Handle calls with ease and portray the professional image of the company
- Improve their overall personal being that helps to improve their work performance


- Lectures
- Profiling
- Discussion
- Individual/Group Presentations
- Video Presentations
- Role Plays
- Indoor Activities
- Personal action plans

PROFESSIONAL ETIQUETTE
- Definition of professionalism
- Personal profiling – self type identification
- Business call vs. Personal call
- Understanding Objectives
- Objectives of phone calls/answers
- 4 levels of awareness
- 3 tiers of excellence
- Efficient or Effective
- Doing the right things or doing things right

MASTERING COMMUNICATION
- Definition
- Understanding communication importance
- Communication model analysis
- Examine various types of communication
- Expression that carry meaning
- Conveying messages with right meaning
- Techniques to improve communication skills
- Identifying when communication is about to break down
- Avoiding misunderstanding in verbal communication
- Perception Analysis
- Avoiding the pitfalls in perception
- Building positive perception
- The “JOHARI WINDOW” analysis
- Treating self & others with respect
- The magic of hidden respect
- Respect to respected
TELEPHONE CONVERSATION TECHNIQUES
- The call is the gateway to meeting company’s objective
- The task doesn’t end after call is passed!
- Using the H.E.A.R.T. approach
- Language
- Using positive language
- Streaming the language
- Voice projection
- Speed
- Volume
- Articulation
- Smile when talking
- Listening
- Keeping the focus
- Keeping the meaning in frame
- Avoiding the non-words in telephone conversation

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