Available Delivery Methods
In-person workshop: 150 CAD (plus tax)
Online virtual classroom: 120 CAD (plus tax)
Online self-paced study: Available in Training Center
(Taxes are not applicable for clients outside of Canada)
Group Registration
A 10% discount is available for group registrations of more than 10 participants.
Course Duration
1 day
Course Description
Proper telephone etiquette is essential for effective communication, both within the workplace and with external stakeholders. It reflects professionalism, builds confidence in challenging situations, and enhances everyday interactions with customers and colleagues.
Our Telephone Etiquette course focuses on developing strong telephone communication skills. Participants will learn techniques to improve clarity, professionalism, and basic communication skills, positively impacting all aspects of their career and workplace relationships.
Learning Objectives
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
Course Outline
- Getting Started
- Aspects of Phone Etiquette
- Using Proper Phone Language
- Eliminate Phone Distractions
- Inbound Calls
- Outbound Calls
- Handling Rude or Angry Callers
- Handling Interoffice Calls
- Handling Voicemail Messages
- Methods of Training Employees
- Correcting Poor Telephone Etiquette
Note: The course outline is subject to change to reflect emerging practices and can be tailored to your organization’s specific needs.