Listening skills, volume of voice, word choice, body language, and tone of voice are all transmitted to the receiver when talking on the telephone. This class will develop active listening skills, use positive communication techniques, and will provide essential information for telephonic interactions.
Participants will identify appropriate and inappropriate behaviors on the telephone. They will be able to give feedback to someone about appropriate telephone behavior.
- Become aware of and practice telephone etiquette
- Appropriate greetings
- Manage a call from beginning to end
- Life skills
- Critical thinking
- Build rapport
- Express empathy
- Display appreciation