Is using the telephone an essential part of your job? Then why not attend:
Telephone techniques
15 February, London
A one-day workshop that reflects the increasing use of the telephone for
enquiry work and in providing help and advice.
By the end of the event participants 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
* explored how to deal with problem calls and callers effectively
* analysed trends in telephony
Who will benefit from attending?
Those who use the telephone in their work who want to improve the service
they provide.
Workshop leader
John Hudson, Consultant, Hudson Rivers.
John was formerly a senior manager in the Development and Training Division
of BT and has had 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
organisation"
Programme
9.00 Registration and coffee
9.30 Welcome and introductions
What would make today useful?
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 participants need to do to improve their telephone
services?
4.45 Action summary
5.00 Close
How to book
To make a confirmed booking simply complete the booking form below and
return it by fax to Professional Development on 020 7255 0561.
Alternatively, to provisionally book a place please call us on 020 7255
0560, textphone 020 7255 0505, or email [log in to unmask]
bookingform
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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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