Do you use the telephone at work? Want to improve your telephone skills?
Then why not attend:
Telephone techniques
4 May, in Manchester
A one day workshop for those who provide telephone enquiry services or staff
helplines. This programme reflects the increasing use of the telephone for
enquiry work or providing help and advice.
By the end of the day you will have:
* explored the barriers to effective communication
* carried out practical work on effective listening and communication
skills
* looked at practical ways of managing telephone calls to ensure
customer satisfaction including setting service standards
* looked at the way different organisations manage telephone calls
* discovered how to ask the right questions
* discovered how to deal with problem calls and callers
* analysed trends in telephony
Who will benefit from attending?
It is intended for all staff who use the telephone in their work who want to
improve the service they provide.
Programme
9.00 Registration and coffee
9.30 Welcome and introductions
What would make today useful for us?
10.00 Defining an excellent telephone based service
Practical work on ourselves as callers
10.45 Coffee
11.00 Barriers to communication
Practical exercise and feedback
11.30 The importance of a professional approach: a practical session on
listening and communication skills
Practising the skills of using positive language, active
listening, giving an effective response and asking the right questions
12.30 Lunch
1.30 Telephony update
Managing telephone based enquiry services to ensure they are
right every time - setting service standards and managing customer
expectations
2.45 Tea
3.00 Dealing with demanding and difficult callers and calls
Practical ways to maintain a calm and professional image
when dealing with and diffusing potential problems
4.15 Action planning
What do you need to do to improve your telephone services?
4.45 Action summary
5.00 Close
Places are limited to: 20
Workshop leader
John Hudson, Consultant, Hudson Rivers
John recently moved from a senior post in the Development and Training
Division of BT after a long and varied career as a personnel professional.
He leads Hudson Rivers' work in communication and interpersonal skills.
Comments from previous participants:
"The whole event was well planned and very well presented"
"I came away with lots of practical tips and useful phrases to use in my own
organsation"
Fees
LA Personal members £125 plus VAT (£21.87) £146.87
LA Institutional members £149 plus VAT (£26.07) £175.07
Non members £175 plus VAT (£30.62) £205.62
LA Student/Unwaged members £25 plus VAT (£4.37) £29.37
How to Book
To make a confirmed booking simply complete the booking form below and
return it to Professional Development by fax on 020 7255 0561.
Alternatively, to make a provisional booking please call us on 020 7255
0560, textphone 020 7255 0505 or email [log in to unmask]
bookingform
I would like to confirm a place on the following
Workshop: (this constitutes a confirmed booking)
Title of event:
___________________________ Date: ___/___/___
Surname: ____________________________________
First name: __________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Tel___________________ Email: _______________
Are you a LA Member? YES * NO *
Personal * Institutional * Student * Unwaged *
N.B. If you are a Personal Member, but your employer is
paying, they will still be charged at Personal Member rate.
LA membership no: _____________________________
Dietary/special requirements (sensory or physical)
___________________________________________
Payment of fee
EITHER:
__ Please invoice. Please give name and address
if different from above:
____________________________________________________
____________________________________________________
(Payment is required within 30 days of invoice)
* I enclose a cheque for: £_______________
(payable to The Library Association)
* Please tick if a receipt is required
OR
__ Please debit by credit card for: £_________
Card no: _________________________________
Expiry date: _________________________________
Signature: ___________________________________
Name of cardholder:_______________________
Cancellation of a confirmed booking on the day will incur the full fee, or
if received 7 working days prior to the event, 50% of the fee will be due.
Please return to:
Professional Development, LA Enterprises, The Library Association, 7
Ridgmount Street, London, WC1E 7AE
or fax us on 020 7255 0561.
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