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Telephone Communication Strategies for Administrative Professionals

Learn to speak positively and project your credibility when communicating over the telephone.

This presentation will offer the administrative professional numerous benefits to enhance your telephone communication skills. You will gain valuable insights into effective questioning techniques, message organization, telephone etiquette, and managing voicemail and phone tag. You will learn how to ask open-ended questions, actively listen to responses, and provide accurate and relevant support during phone conversations. Additionally, you will acquire techniques for delivering concise and well-structured messages, using proper greetings and language, and maintaining an appropriate tone. The presentation will also equip you with strategies for efficiently managing voicemail, minimizing phone tag, prioritizing calls, setting boundaries, and practicing self-care to maintain productivity and avoid burnout. Elevate your telephone communication abilities, build rapport with your listeners, and gain the confidence and skills needed to excel in your role.

65 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 37 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

The Importance of the Voice

  • Simple Exercises for Vocal Power
  • Importance of Vocal Tone, Clarity, and Pacing
  • Keys to a Confident and Engaging Voice to Establish a Positive Impression

The Importance of Active Listening

  • What Is Active Listening?
  • Specific Techniques
  • Tools to Avoid Distractions and Ensure Effective Communication

Building Rapport

  • Importance of the Communication Equation
  • Practical Tips on Empathy and Boundaries
  • Displaying Genuine Interest in the Needs of the Other

Structuring Conversations

  • Clear Opening, Identifiable Objective, and Maintaining Focus
  • Summarizing Key Points
  • Ensure Understanding

Overcoming Challenges

  • Dealing With Difficult or Angry Callers
  • Resolving Conflicts and Handling Interruptions
  • Strategies for Remaining Calm, Professional, and Solution-Oriented

Effective Questioning

  • A Deep Dig Into Various Types of Questions
  • How to Elicit Valuable Information From the Caller
  • Paying Attention to Verbal Cues, Tone of Voice, and Underlying Emotions

Message Organization

  • Importance of Delivering Concise and Well-Structured Messages
  • Main Points, Bullet Lists, and the Avoidance of Jargon
  • Pace, Clarity, and Dynamism to Create a Positive Experience

Telephone Etiquette

  • Proper Greetings, Professional Language, and Appropriate Tone
  • The Three P's: Professional, Patient, and Polite
  • Engagement, Confidentiality, and Gratitude

Managing Voicemail and Phone Tag

  • Concise, Effective, and Purposeful Message Leaving
  • Requesting Specific Actions and Responses
  • Making the Most of Voicemail Interactions

Managing Stress and Time

  • Prioritizing Calls
  • Setting Boundaries
  • Time Management, Self-Care, and Seeking Support
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Why Lorman?

Over 37 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 Course

This course was last revised on July 20, 2023.

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

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     

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Why Lorman?

Over 37 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

Patrick Muñoz

Patrick Muñoz

Patrick Muñoz: Voice & Speech Coach

Patrick Munoz

  • Internationally recognized voice and speech coach based in Los Angeles
  • In private practice in West Hollywood and works with clients all over the world
  • Has coached executives and leaders in public speaking in the areas of tech, finance, law, medicine, architecture, and more
  • Clients include Turner Classic Movies, Wells Fargo, Southern California Edison, Children’s Hospital Los Angeles, CO Architects, Luxottica, Pharmavite, The Agency, Spokeo, and The United Nations
  • Has coached for some of Disney’s top television shows, including KC Undercover, Sneakerella, and Ultra Violet & Black Scorpion
  • Television and film credits include No Man’s Land, Without a Trace, Van Helsing, and Ride
  • Students include Penelope Cruz, Andie MacDowell, and Eva Longoria
  • Author of Accent: American and 51 Affirmations for Being a Powerful Speaker
  • Member of the Voice & Speech Trainers Association of America
  • Graduate of Dartmouth College and Temple University
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Why Lorman?

Over 37 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.

All of your training, right here at Lorman

All of your training, right here at Lorman.

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Product ID: 410642
Published 2023
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