Professional Telephone Skills for Executive Secretaries Training Course in

Telephone communication is an essential part of the daily duties of executive secretaries. It is often the first point of contact with clients, customers, and other stakeholders. This training course provides an overview of the key skills and techniques necessary for executive secretaries to communicate professionally on the telephone.

Objectives

By the end of this training course, participants will be able to:

Understand the importance of professional telephone skills
Identify the key components of effective telephone communication
Develop effective listening skills
Handle difficult calls and challenging situations
Communicate with empathy and professionalism
Develop effective voicemail messages
Use telephone technology effectively

Who Should Attend this Course

This training course is designed for:

Executive secretaries
Administrative assistants
Personal assistants
Receptionists
Anyone interested in developing their professional telephone skills

Outline for 5 Days

Day 1: Introduction to Professional Telephone Skills

- Overview of professional telephone skills
- Understanding the importance of effective telephone communication
- Identifying the key components of effective telephone communication

Day 2: Effective Listening Skills

- Techniques for effective listening on the telephone
- Understanding the importance of active listening
- Developing active listening skills

Day 3: Handling Difficult Calls and Challenging Situations

- Techniques for handling difficult calls and challenging situations
- Understanding the causes of difficult calls and challenging situations
- Developing effective strategies for handling difficult calls and challenging situations

Day 4: Communicating with Empathy and Professionalism

- Techniques for communicating with empathy and professionalism on the telephone
- Understanding the importance of tone and inflection
- Developing effective communication skills

Day 5: Effective Voicemail Messages and Telephone Technology

- Techniques for developing effective voicemail messages
- Understanding telephone technology and how to use it effectively
- Developing an action plan for continuous improvement in professional telephone skills

Outputs

By the end of this training course, participants will be able to:

Understand the importance of professional telephone skills
Identify the key components of effective telephone communication
Develop effective listening skills
Handle difficult calls and challenging situations
Communicate with empathy and professionalism
Develop effective voicemail messages
Use telephone technology effectively
Develop an action plan for continuous improvement in their professional telephone skills.

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.