Objectives
The participants are trained to converse fluently over the phone. Several aspects are handled:

• starting conversations
• introducing oneself
• putting through and introducing a conversation partner
• taking messages
• making appointments
• providing information
• giving directions
• relational skills
• handling complaints
• noting proper names and telephone numbers
• efficient ending of calls

These various skills are handled thematically during the sessions so that the lexicon is extensively introduced and rehearsed.

The trainer will pay particular attention to the participants’ listening skills.

Target Group
Reception desk staff, management assistants, clerical staff. Individual or collective sessions. Maximum 8 participants per group.

Methodology
A wide variety including listening exercises and extension of vocabulary through interactive exercises. Subsequent rehearsing through simulation (real-life work situations) - specific tasks are assigned to all participants.

Didactic Material
The participants receive a handbook containing key terminology associated with the above aspects of a telephone call.