The Telephone Skills Coaching Manual: 22 Sessions for Working with Individuals and Small Groups

By Pat Cochrane

This title was first published in 2003: Telephone skills are second nature to most people - and that's the problem. We make assumptions about the people we're talking to, we're careless and lazy about what we say and we fall into bad habits. Everyone has been on the receiving end of poor telephone skills - probably on many occasions - and yet none of us recognize the faults as our own. The Telephone Skills Coaching Manual contains ready-to-use sessions for working with individuals or small groups. The material is designed to enable the trainer or coach to help trainees reflect on their experiences, share success, learn from failure and practise new skills and techniques until they're ready to try them out for real. The coaching processes involved in the manual will improve self-awareness, teach your people how to observe behaviour, give and receive effective feedback; all of which are essential to create a supportive work environment. The materials can be used to develop: everyone who needs to improve their telephone skills; receptionists and telephone 'gatekeepers'; call centre and telephone sales teams; credit control staff and other specialists. Volume Two covers outbound calls. Volume One focuses on the fundamental telephone skills that we all need, along with the skills for handling inbound customer service and sales calls.

• Format: Hardcover
• Language: English
• ISBN: 1138738069
• ISBN13: 9781138738065
• Release Date: December 2023
• Publisher: Routledge