Telephone Etiquette
LevelAll levels
ContentText / video
Study time3-4 hours


The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop.

With our Telephone Etiquette course, participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.

Course Objectives

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training



Module One: Getting Started

Course Objectives

 Module Two: Aspects of Phone Etiquette

Tone of Voice
Speaking Clearly
Listen to the Caller
Case Study
Module Two: Review Questions

Module Three: Using Proper Phone Language

Please and Thank You
Do Not Use Slang
Avoid Using the Term "You"
Emphasize What You Can Do, Not What You Can’t
Case Study
Module Three: Review Questions

Module Four: Eliminate Phone Distractions

Avoid Eating or Drinking
Minimize Multi-Tasking
Remove Office Distractions
Do Not Let Others Interrupt You
Case Study
Module Four: Review Questions

Module Five: Inbound Calls

Avoid Long Greeting Messages
Introduce Yourself
Focus on Their Needs
Be Patient
Case Study
Module Five: Review Questions

Module Six: Outbound Calls

Be Prepared
Identify Yourself and Your Company
Give Them the Reason for the Call
Keep Caller Information Private
Case Study
Module Six: Review Questions

 Module Seven: Handling Rude or Angry Callers

Stay Calm
Listen to Their Needs
Never Interrupt
Identify What You Can Do for Them
Case Study
Module Seven: Review Questions

Module Eight: Handling Interoffice Calls

Transferring Calls
Placing Callers on Hold
Taking Messages
End the Conversation
Case Study
Module Eight: Review Questions

Module Nine: Handling Voicemail Messages

Ensure the Voicemail Has a Proper Greeting
Answer Important Messages Right Away
Ensure Messages are Delivered to the Right Person
When Leaving a Message for Others
Case Study
Module Nine: Review Questions

Module Ten: Methods of Training Employees

Group Training
One-on-One Training
Peer Training
Job Shadowing
Case Study
Module Ten: Review Questions

Module Eleven: Correcting Poor Telephone Etiquette

Screening Calls
Employee Evaluations
Peer Monitoring
Customer Surveys
Case Study
Module Eleven: Review Questions
Wrapping Up

Contact information

Thank you

We will contact you as soon as possible to confirm and set the date and time.

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