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First Impression Counts - Excellent Telephone Skills & Business Etiquette

24 May, 2021, Webinar Classroom Training

IPA Training is Registered with

Venue Details

Webinar Classroom Training


Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

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