might have enough knowledge in terms of what are the latest phone and the uses in the market today.
After you get the discussion going on settle them down and ask them what why have they bought these phones and what are the advantages of having a phone. Wait for answers and make notes of these points on the flip chart. Also ask them if they didn’t have the phone how much difference it would have made. Would it help the communication process amongst all of us or would it not make any difference?
Ask the participants what they think about the phones that they use in the workplace. Do you think people communicate effectively? Especially with jobs such as front desk, reservations and call center depends on the phone so much. For all the above questions encourage the class to discuss and bring forth their point. This is done so that you can use some of these points later in the presentation. Therefore record all these points on the flipchart or white board.
Tell the class that today’s topic is Telephone handling skills and etiquettes. The reason we have this course today is because even though we have been using the telephone for so many years either for personal or professional use, we still haven’t paid enough attention to how we must really use this instrument.
Ensure the class that after the session, they will have a better idea of what to expect from a caller and how we must follow certain rules that will ensure effective communication through the telephone. Remind the class that we have already gone through the Effective Communication skills in our workplace training program. This is an extension of that program.