First Impression Counts - Excellent Telephone Skills & Business Etiquette

24 May, 2021, Webinar Classroom Training

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Learn from the Best

SINTHANA has over 20 years of work experience with retailing, multinational manufacturing company, and hotel industry. Her experience in quality assurance, human resource management, hospitality and administrative skills has given her the opportunity to realize her passion that is developing human potential. She trains all levels of employees including upper management.

 

She develops training manuals in English and Bahasa Malaysia language and conducts many soft skills programs with particular interests in customer service, business writing, communication, supervisory, office management and language. Her role encompass identify training needs, design contents and conduct training to fit customers’ requirements. She also assesses effectiveness of programs at site.

 

She aims to develop positive attitude and increase staff core competencies in each of her program.

 

She introduces a lot of self-reflection and interactions in her lively programs, and her approach stresses on key points, which is reinforced through role-plays and presentations. She conducts her sessions in English and/or Bahasa Malaysia language.

 

Sinthana In-house programs clients include; Exxon Mobil, MMC Oil and Gas Sdn Bhd, Northgate Arinso, IBM, Siemens, Hewlett Packard, Panasonic, Pembangunan Sumber Manusia Berhad (HRDF), TUDM (Tentera Udara DiRaja Malaysia), Jabatan Perkhidmatan Awam, Putrajaya, Construction Industry Development Berhad, Maju Holdings Berhad, L’oreal, DHL, Bank Negara, RHB Bank, I-Perintis Sdn Bhd, Infineon, Proton Casting Sdn Bhd, Sumirubber, Rohas Euco Industries, Elektrisola, Westports, Safeguards, Spansion, Telekom, Universiti Tenaga Nasional, Philip Morris, Pioneer, Hertz, Finisar, Celestica, Scope, SCICOM Academy, Tanjong PLC, eHomemakers (Non-Governmental Organization), Malaysia Airports (Niaga) Sdn Bhd, Ford, Mazda, Sanyo Sdn Bhd, Ferringhi Beach Hotel etc.

Venue Details

Webinar Classroom Training

Contact us

Juliany,
M - 012 2281 247
juliany@ipa.com.my

Michelle,
M - 019 363 7822
michelle@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Yvonne,
M - 012 201 1247
yvonne@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Telephone Etiquette
    - Important Knowledge Of Your Workplace
    - Professional Image & Courtesies
    - Telephone Courtesies
  • Business Etiquette
    - Personal Grooming
    - Body Language
    - The Art Of Greeting
    - Interpersonal Skills
    - Professional Phrases : What To Say & How To Say It
INTRODUCTION
 
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Handling calls in a professional manner.
  2. Listening effectively to the needs of a caller.
  3. Planning your call and delivering the intended message.
  4. Taking and giving complete messages.
  5. Using correct phrases for various situation.
  6. Describing professional behavior at workplace – suggests standards for appearance, actions and attitudes.
  7. Understanding the importance of personal grooming.
  8. Learning more about dining etiquette.
  9. Reading body language: bringing out the best through your actions.
  10. Being able to know about the art of greeting and ending a conversation.
  11. Identifying personality and communication styles and blending in with others.
  12. Learning how to get along with others through interpersonal and effective communication.
WHO SHOULD ATTEND
  • Managers
  • Executives
  • Secretaries
  • Personal Assistants
  • Administrators
  • Clerical Staff
  • Support Staff
METHODOLOGY
Quiz, slide share, brainstorm, discussion and lecture
COURSE CONTENT
9:00

IMPORTANT KNOWLEDGE OF YOUR WORKPLACE

  • Your company’s background
  • Organization chart
  • Departmental functions
  • Who’s who
  • Extension list
  • Important contact numbers
 

PROFESSIONAL IMAGE AND COURTESIES

  • First impression – courteous & polite
  • Body posture – while sitting and standing
  • Voice projection
  • Listening skills
  • Handling difficult situations
10.45

TELEPHONE COURTESIES
4.1 Making Calls

  • Plan your calls
  • Delivery of good and bad news
  • Internal calls
  • External calls
  • Phrases to uses

4.2 Receiving Calls

  • How soon to answer?
  • Greeting phrases
  • Screen calls with relevant questions
  • Transfer calls; phrases to use
  • Managing objections

4.3 Taking and Giving Message

  • Materials required
  • Important information
  • Assure message is conveyed

4.4 Phrases to Use

  • Answering calls
  • Person is not available
  • Returned call from unanswered extension
  • Ending calls

4.5 Phrases and Mannerisms to Avoid

  • Unhelpful words and sentences
  • Unhelpful actions while talking
1:00 Lunch
2:00

BUSINESS ETIQUETTE

  • Definition
  • Brainstorm: set standards for appearance, the attitude and behavioral do’s and don’ts at workplace
 

PERSONAL GROOMING

  • Good posture: stand, sit, walk
  • Hair, facial, nails, odor
  • Attire
 

BODY LANGUAGE

  • Do’s & Don’ts: Be conscious of the signs you are sending out
  • Facial expression
  • Hand and body gestures
 

THE ART OF GREETING

  • The handshake or ‘salam’
  • Greeting phrases
  • Ending phrases
3.45

INTERPERSONAL SKILLS

  • Johari’s Window
  • P.E.D.O Personality Assessment
  • My Communication Style
  • How do I blend in?
  • Mannerism
  • Listening
  • Respect and being courteous
  • Making friends
  • Sensitive to people’s needs
 

PROFESSIONAL PHRASES: WHAT TO SAY AND HOW TO SAY IT

  • Greetings
  • Asking for help
  • Offering help
  • Seeking permission
  • Seeking clarification
  • Giving opinion
  • Negotiate
  • Questioning
  • Voicing disagreement
  • Giving constructive feedback
5:00 End of Course