Mastering the Telephone


Proper telephone etiquette is very important in that you represent your organization. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, and your organization in general.

Mastering the telephone is a course that equips an individual with a set of comprehensive yet easy to use tool and guide to handle every telephone contact situation. It helps individuals to stand out when they pick up the phone and be the shining voice of their organization.

Course content


  • Professional telephone etiquette
  • Answering Your Own Telephone
  • Answering Someone Else’s Telephone
  • Answering a Departmental Telephone
  • Screening calls
  • Placing Calls
  • Placing the Caller on Hold
  • Taking Messages
  • Closing conversations
  • Handling callers with difficulties

Learning Outcomes

  • By the end of this training, participants are expected to:
  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client’s trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to manage irate customers professionally
  • Learn tips for handling a busy reception
  • Phrase more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication

Target audience

  • Personal Assistants
  • Secretaries
  • Executives Assistants
  • Front Office Staff
  • Telephone Operators
  • Call Centre operators
  • Receptionists