Telephone Behavior: The Rules of Effective Communication

Telephone Behavior: The Rules of Effective Communication

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TELEPHONE BEHAVIOR: The Rules Of Effective Communication
Video Length: 33 Minutes

Talking on The phone is a no-brainer. But truly communicating is an art form. John Cleese demonstrates it humorously in this new version of Telephone Behavior. Now employees at all levels can master The techniques of positive, friendly telephone communication. Cleese takes you from The brief introduction to closing The call, with helpful advice every step of The way. You'll discover how to ask open questions, listen actively, and send verbal signals to The caller to ensure Their message is heard and understood.

Learn to volunteer useful information, agree on next steps, and handle complaining callers. There's also a lesson on voice mail techniques, including tips for prioritizing and screening calls, updating greetings, and leaving concise messages.

Key Training Points

Introduce yourself, and establish whether it's convenient to proceed
Control The call, ask questions, record and repeat information
Volunteer useful information; agree upon The next steps

USES

Telephone Training

TELEPHONE BEHAVIOR: Power & Perils

Video Length: 28 Minutes

In this engaging, amusing and highly memorable story, as assistant manger of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired.

Fortunately someone is on hand to show her the mistakes she makes, and help her overcome her shortcomings. The lessons include understanding that the call starts with a verbal handshake - answer the phone within four rings and introduce yourself properly with a smile in your voice. It shows that preparation is vital - people should have facts and figure on hand and repeat key phrases to show callers they're understood. During the call people should ask open questions to gain information, and use the caller's name frequently to establish trust.

When closing the call they must confirm that the message is understood, and make a note of what they are required to do. Finally the video tackles voice mail, showing that the same rules apply, whether someone's leaving a message on someone else's machine, or a prompt on their own.

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PURCHASE/RENT
VHS or DVD Selections
The Rules of Effective Communication OR Power & Perils
Purchase:	$870.00
Fed Gov't Price:	$696.00
Local Gov't Price:	$783.00
Education Price:	$696.00
Non-Profit Price:	$783.00
Other Languages
Spanish Version
The Rules of Effective Communication OR Power & Perils
Purchase:	$870.00
Fed Gov't Price:	$696.00
Local Gov't Price:	$783.00
Education Price:	$696.00
Non-Profit Price:	$783.00
SPECIFICATIONS Format: Video Length: 27 mins. Additional Materials: n/a

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