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Effective Phone Skills

Course Summary

In this course, you will learn how to prepare better for different types of phone calls. You will understand the power of your body language and how you use your voice during calls. You will learn about the power of follow-up, and how to respond to uncomf


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    Course Syllabus

    ● Effective Phone Skills: Fundamental Phone Skills
        ◦ Course Introduction
        ◦ Related Courses
        ◦ How We Communicate
        ◦ Types of Calls and the Four R's
        ◦ Four Fundamental Phone Skills
        ◦ Cultures and Accents
        ◦ Assume Good Intent
        ◦ The Three Parts of a Call
        ◦ Wrap-up
    ● Effective Phone Skills: Mastering the Phone Call
        ◦ Introduction
        ◦ The Purpose and Four R's: Part II
        ◦ The Beginning of the Phone Call
        ◦ The Middle of the Phone Call
        ◦ The End of the Phone Call
        ◦ What Does Your Body Do?
        ◦ What Does Your Voice Do?
        ◦ Understanding Other Participants
        ◦ Removing Distractions
        ◦ Follow-up and Notes
        ◦ Saying 'I Don't Know'
        ◦ Managing the Conversation
        ◦ Wrap-up
    ● Effective Phone Skills: Beyond the Phone Call
        ◦ Introduction
        ◦ Voicemail Do's and Don'ts
        ◦ Taking a Message Do's and Don'ts
        ◦ Text Messaging Do's and Don'ts
        ◦ Video Conferencing Do's and Don'ts
        ◦ The Power of Follow-up
        ◦ Handling Angry and Out of Control People
        ◦ Improve Your Skills With Mock Recordings
        ◦ Wrap-up

     


Course Fee:
USD 29

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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