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Telephone Etiquette



This course covers effective telephone communication skills from understanding what a customer needs, to responding to their emotions, and probing carefully, to handling their needs effectively and efficiently. 

The course gives practical conversation scenarios to work through and gives tips for handling difficult callers while maintaining a calm and professional manner.

After attending this course the delegate shall be able to:

  • Handle phone calls while presenting a professional image and stay in control of a challenging situation
  • Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation
  • Use a variety of probing techniques to explore a client situation in order to fully understand the problem that needs to be solved
  • Respond empathetically to a client's situation while remaining professional
  • Categorise calls and understand the elements of a phone call to ensure complete and effective communication

Delivery Methods

Leading Training is focusing on providing virtual training courses for the foreseeable future and will only consider in-person and classroom training on request, with a required minimum group size of six delegates. We remain committed to offering training that is fast, focused and effective.

Delivery Method Duration Price (excl. VAT)
Classroom 1 Days ZAR 2,750.00 Get a Quote
Live Virtual Training 1 Days ZAR 2,250.00 Get a Quote

Discounts Available

Save up to 10% by booking and paying 10 business days before the course.


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Information may change without notice.


Receptionists, Telesales staff, or anyone dealing with customers over the telephone.



Course Outline / Curriculum


Serving People on the Phone

  • Why telephone skills?
  • What do customers want?
  • Fundamental principles of Customer Service on the Phone


Emotional Intelligence

  • Emotional Intelligence competencies
  • How to empathise
  • Tone of voice


Getting Information

  • Open and closed questions
  • Leading Questions 
  • Probing questions


Telephone Conversations

  • Making a phone call
  • Receiving a call
  • Summary of a call
  • Picking up someone else's phone
  • Putting a call on hold
  • Wrong department
  • Transferring calls


Dealing with People

  • Passive caller
  • Talkative caller
  • Repeat caller 
  • Demanding caller
  • Angry caller


Giving Information

  • Guidelines 
  • Improved conversation


How to Talk

  • Tone of voice
  • Rate of speech
  • Remove negativity
  • Risk of "out of context"


Telephone Etiquette - Tips & Tricks




Listening Skills 

  • Listening to statements
  • Handling a caller
  • Listening guidelines


Recommended Reading

Schedule Dates and Booking

There are currently no scheduled dates.

Please note that this course needs a minimum of 6 delegates to schedule a course. You can choose to be added to the waiting list by clicking the button below, and we will contact you when we have enough delegates interested. Should we not get enough delegates, we will refund or credit your paid booking.

Add me to the waiting list

Should you need this course urgently, the following options are available:

  1. Pay for 6 delegates (whether you have them or not) and we will schedule the course as soon as possible.
  2. If you have fewer delegates and cannot pay for 6, we can negotiate a shortened course where some of the time will be spent in blended learning - watching videos and doing tutorials and exercises with some contact time with the trainer. We would want to discuss what your core needs are so that we cover those aspects. You need to have paid for 3 delegates at least.
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