Learn to speak positively and project your credibility when communicating over the telephone.
This presentation will offer the administrative professional numerous benefits to enhance your telephone communication skills. You will gain valuable insights into effective questioning techniques, message organization, telephone etiquette, and managing voicemail and phone tag. You will learn how to ask open-ended questions, actively listen to responses, and provide accurate and relevant support during phone conversations. Additionally, you will acquire techniques for delivering concise and well-structured messages, using proper greetings and language, and maintaining an appropriate tone. The presentation will also equip you with strategies for efficiently managing voicemail, minimizing phone tag, prioritizing calls, setting boundaries, and practicing self-care to maintain productivity and avoid burnout. Elevate your telephone communication abilities, build rapport with your listeners, and gain the confidence and skills needed to excel in your role.
Add to Wishlist
Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
The Importance of the Voice
- Simple Exercises for Vocal Power
- Importance of Vocal Tone, Clarity, and Pacing
- Keys to a Confident and Engaging Voice to Establish a Positive Impression
The Importance of Active Listening
- What Is Active Listening?
- Specific Techniques
- Tools to Avoid Distractions and Ensure Effective Communication
Building Rapport
- Importance of the Communication Equation
- Practical Tips on Empathy and Boundaries
- Displaying Genuine Interest in the Needs of the Other
Structuring Conversations
- Clear Opening, Identifiable Objective, and Maintaining Focus
- Summarizing Key Points
- Ensure Understanding
Overcoming Challenges
- Dealing With Difficult or Angry Callers
- Resolving Conflicts and Handling Interruptions
- Strategies for Remaining Calm, Professional, and Solution-Oriented
Effective Questioning
- A Deep Dig Into Various Types of Questions
- How to Elicit Valuable Information From the Caller
- Paying Attention to Verbal Cues, Tone of Voice, and Underlying Emotions
Message Organization
- Importance of Delivering Concise and Well-Structured Messages
- Main Points, Bullet Lists, and the Avoidance of Jargon
- Pace, Clarity, and Dynamism to Create a Positive Experience
Telephone Etiquette
- Proper Greetings, Professional Language, and Appropriate Tone
- The Three P's: Professional, Patient, and Polite
- Engagement, Confidentiality, and Gratitude
Managing Voicemail and Phone Tag
- Concise, Effective, and Purposeful Message Leaving
- Requesting Specific Actions and Responses
- Making the Most of Voicemail Interactions
Managing Stress and Time
- Prioritizing Calls
- Setting Boundaries
- Time Management, Self-Care, and Seeking Support
Add to Wishlist
Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on July 20, 2023.
Call 1-866-352-9540 for further credit information.
- ASAP PACE 0.1
- This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
Add to Wishlist
Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Patrick Muñoz
Patrick Muñoz: Voice & Speech Coach
Patrick Munoz
- Internationally recognized voice and speech coach based in Los Angeles
- In private practice in West Hollywood and works with clients all over the world
- Has coached executives and leaders in public speaking in the areas of tech, finance, law, medicine, architecture, and more
- Clients include Turner Classic Movies, Wells Fargo, Southern California Edison, Children’s Hospital Los Angeles, CO Architects, Luxottica, Pharmavite, The Agency, Spokeo, and The United Nations
- Has coached for some of Disney’s top television shows, including KC Undercover, Sneakerella, and Ultra Violet & Black Scorpion
- Television and film credits include No Man’s Land, Without a Trace, Van Helsing, and Ride
- Students include Penelope Cruz, Andie MacDowell, and Eva Longoria
- Author of Accent: American and 51 Affirmations for Being a Powerful Speaker
- Member of the Voice & Speech Trainers Association of America
- Graduate of Dartmouth College and Temple University
Add to Wishlist
Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
All of your training, right here at Lorman.
Pay once and get a full year of unlimited training in any format, any time!
- OnDemand Courses
- Live Webinars
- MP3 Downloads
- Course Manuals
- Executive Reports
- White Papers and Articles
Additional benefits include:
- State Specific Credit Tracker
- All-Access Pass Course Concierge
Questions? Call 877-296-2169 to speak with a real person.
Access to all training products for one year
$699/year
Unlimited Lorman Training
With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!
Easy Registrations
Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.
Invest in Yourself
You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.
