Speaking on the telephone
Speaking on the telephone is something that every one has to do but within an agency context represents a series of hurdles – to the point for some of dread and fear. This is a major issue because 90% of all business is conducted by telephone and the alcohol and drugs sector is no exception. |  | | This course will increase staff confidence and ability to meet their objectives from telephone conversations. | Course objectives: | On completion of the course participants will be able to: | - Identify when the phone is the most appropriate form of communication
- Read the needs and personality of the person at the other end of the telephone
- Adjust the tone of voice when necessary to create the right impression
- Hear all of what is being said by the other person and respond appropriately
- Steer telephone conversations in the direction you want them to go
- Identify and deal with difficult calls
- Develop rapport and use ‘small talk’ effectively
- Get off the phone: end calls in an efficient, courteous and timely way
| | Duration: one day | | Who will benefit from this course : reception staff in drug and alcohol agencies. | DANOS Units or other National Occupational Standards: | AA2 – Relate to and interact with, individuals AA5 – Interact with individuals using telecommunications | To view or download DANOS standards click here | For information about how we use DANOS click here |
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| How do you handle these situations?-
A doctor demands information from you that you are unable to give and becomes threatening
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Reception staff will not put you through to the person who is able to help your client
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Identifying clues from a client’s voice to what is really going on
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Feeling bamboozled or out manoeuvred by the other person
How skilled are you with -
shy callers,
- rude callers,
- nervous callers,
- emotional callers,
- awkward callers,
- patronising callers,
- non-cooperative callers,
- pass the buck’ callers ??
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