Learn how to Handle Telephone Calls in English Professionally

Lessons are delivered in a communicative approach with a heavy focus on practical exercises. Students will be actively using the language throughout sessions to provide a comprehensive learning experience. Classroom activities range from message-taking tasks, instruction tasks and role-plays.

Suggested Topics:

1. Being Heard
2. Making and returning calls
3. Improving your phone manner
4. Dealing with complaints
5. Making polite requests
6. Checking and clarifying

The suggested topics are a guideline, build your own course based on your needs.

Course Objectives

• List useful questions, phrases, and methods to keep a telephone conversation going;
• Acquire appropriate etiquette for professional phone conversations;
• Build appropriate language to deal with complaints and issues over the phone;
• Create a script to guide telephone conversations in different contexts;
• Develop polite ways to make requests and reply to a client.

Learning Outcomes

• Simplify complex phrases to be understood clearly over the line;
• Ability to verify information, take messages and assist over telephone communication;
• Utilize effective listening techniques;
• Communicate confidently, fluently and accurately using English on the telephone;
• Maintain appropriate tone and be well-mannered at all times.

All of our English for telephoning courses are tailor-made depending on specific professions and needs. This can include customer service, marketing and sales, shop assistants, tourism occupations, real-estate services, restaurants and catering and IT services amongst others.

Are you interested in our MFHEA Award course? Download the complete course programme and requirements here. Don’t see what you’re looking for?  Email us at [email protected] to discuss a personalised learning plan for groups or individuals.