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Gatekeeping Strategies: Screening Callers to Ensure Privacy and Safety

Become an excellent gatekeeper. Learn how to build rapport with callers while also maintaining confidentiality.Telephone skills have always been important in the business arena regardless of industry, size or geographic location. That includes how to answer the phone, take accurate messages, careful screening of calls, protection of corporate and personal information, transferring callers, using proper tone of voice, and knowing how to tactfully handle difficult callers. Excellent gatekeeping skills are taking on a stronger emphasis. As our society changes, we grow more diverse, and we are pushed to move at a faster pace, it is paramount that we learn to be excellent gatekeepers. There is a fine line between building rapport with the caller and guarding employee and company information. Whatever role you play in telephone communications and gatekeeping, you must be as knowledgeable as possible about protocol, especially where personal privacy, security, and safety are concerned. Accurate and efficient screening will benefit your managers, co-workers, and their families.


Runtime: 89 minutes
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Communicating Appropriate Processes With Your Executive

  • Establishing Guidelines With Agreement
  • Implementing Your Plan and Processes

The Role of the Gatekeeper

  • Accountability and Responsibility
  • Gathering Accurate Information
  • Using Good Judgment

Employee Privacy, Security and Safety

  • Understand the Fine Line Between Divulging Too Much and Not Enough Information
  • How to Pre-Qualify a Caller
  • Professionally Screen Calls and Visitors in the Office
  • Learn What to Say and What Not to Say

Handling Upset or Angry Callers

  • The Difference Between an Upset and Angry Caller
  • Learn to Listen and Probe for More Information

Tactics People Use to Bypass You

  • Managing Rude Callers; Callers With a Gruff Tone; Vague Callers
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on October 26, 2017.

Call 1-866-352-9540 for further credit information.

  • IAAP 1.5
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     

Audio & Reference Manual

No credit available.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Joan Burge

Joan Burge

Office Dynamics International

  • Founder and CEO, Office Dynamics International since 1990
  • Author of 4 books for administrative assistants including Amazon best-seller, Who Took My Pen…Again?
  • Author of Executives and Assistants Working in Partnership: The Definitive Guide
  • Creator and host of the Annual Conference for Administrative Excellence™ which is in its 24th year
  • Creator and Master Trainer of World Class Assistant™ Certification and Professional Designation course
  • Produced more than 200 educational videos for executive and administrative assistants
  • Internationally recognized visionary for the administrative profession
  • Clients include Cisco, AT&T, Abbott Labs, Boeing, Procter & Gamble, Battelle and Nationwide Insurance
  • Can be contacted at [email protected] or 800-STAR-139
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Product ID: 400973
Published 2017
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