Silabus Training

Proficiency in addressing issues and providing solutions through telephone conversations remains a powerful and indispensable tool for connecting with clients, colleagues, and stakeholders. Customer service work reflects and shapes your company’s professionalism, significantly contributing to the overall satisfaction of your business. Many professionals, despite their expertise in other areas, may encounter challenges in optimising their telephone communication skills. Issues such as clarity, tone, and effective message delivery can significantly impact the outcome of business interactions. Recognizing the pivotal role that effective telephone communication plays in shaping professional relationships and organisational success, our training program, "Mastering Professional Communication: Advanced Telephone Etiquette and Politeness," has been developed to address the nuances and intricacies of telephonic interactions. This training will equip participants with skills and strategies to be assertive in managing inquiries through telephone conversations. The training’s student-centred curriculum emphasises the utilisation of linguistic tools and techniques aimed at enhancing the clarity and coherence of information, assisting your front-liners in responding to inquiries, managing complaints, and navigating challenging situations. 

Materi Bahasan

1. 1. Framework and skills focus 

a. Building service-oriented mindset 

b. Being assertive in handling inquiries: 3Cs Framework 

c. Answering challenging questions: STAR Framework 

d. Facing confrontation: IDEAL Framework 

e. Telephone etiquette - dos and don’ts

1. 2. Language focus 

a. Building confidence through choice of words 

b. Maintaining professionalism, politeness, and respect 

c. Employing active listening 

d. Finding professional tone and intonation in spoken English 

e. Precision in your spoken language: promoting grammar and vocabulary accuracy 

Metode Training

• • Pembahasan konsep

  • Diskusi

  • Quiz.

Target Peserta

Sekretaris, resepsionis, asisten administrasi