Description

Between emergency and stolen time, how can you transform the telephone into a quality work ally? This very practical training offers you methods and tools for productive and peaceful communication on the telephone.

Who is this training for ?

For whom ?

Assistant, secretary and any employee in telephone contact with the public or internal customers.

Prerequisites

None.

Training objectives

Optimize your telephone communication Adapt your speech to better satisfy Gain fluidity in exchanges Develop good telephone reflexes Be more equipped to face difficult situations

Training program

• Transform the phone from a time thief into an efficiency lever
  • Identify the specificities of communication on the telephone.
  • Adopt a constructive attitude.
  • Know yourself better to build on your strengths and take into account your limits.
  • Master the requirements of different types of calls.
  • Practical work World café, reflections in subgroups, self-positioning questionnaire.
• Conduct your communication to better respond
  • Program yourself to be available for each call.
  • Identify the different types of interlocutors: the talkative, the aggressive, the taciturn, the technical.
  • Quickly lead your interlocutor to formulate their request.
  • Reformulate and take into account.
  • Direct the exchange towards a solution that gives satisfaction.
  • Conclude to structure the monitoring of communication.
  • Act and/or plan immediately to free your mind.
  • Practical work Group scenarios - Exercises to test your listening skills and to become aware of the difficulty of listening.
• Develop your comfort and assertiveness on the telephone
  • Limit the
  • Anticipate and model the most frequent scenarios.
  • Acquire the reflexes to gain fluidity .
  • Develop your assertiveness.
  • Practical work rnScenarios filmed outside of work: practice conveying a message with conviction in order to realize that a smile can be heard on the phone.
• Mastering destabilizing situations
  • Negotiate a deadline.
  • Identify the real degree of urgency of the request.
  • Know how to value the response given to your interlocutor.
  • Take your own constraints into account.
  • Manage your time to gain peace of mind.
  • Practical work rnFilmed role-plays on complex situations.
  • Personalized debriefing.