Kursbeschreibung

Zielsetzung:
Nowadays, telephone has become the most important means of communication for making the agreements in both, professional and leisure time. You might start a telephone conversation with a proper outline about how it will go and what you will talk about. But what happens when the conversation gets into the points you have not anticipated, such as, you have not understood the name of the interlocutor, or the message on the answering machine of the desired interlocutor, or have to leave a message, or answer some questions from the interlocutor.
To tackle these complicated situations, in this seminar, we will cover everything you need to know about phone calls whether you have to make a telephonic conversation with a colleague, a manager, or a client, feeling comfortable, calm, and communicating clearly is essential.



Inhalt:
Basics of communication and conversation behaviour
- What matters when you make a first impression on the phone?
- Importance of active listening
- Use specific rhetorical means and diction to engage positively.

Preparation of a phone call
- The schedule of the meeting
- Optimum use of questioning techniques such as activation questions, open/closed questions, alternative questions
- Dealing with complaints and objections

Coping confidently with inconvenient situations
- Avoiding common mistakes such as speaking quickly, unprofessional language and so on.
- Implementation of interpersonal and interactive skills such as remain friendly, responding.
- Attention to the details.

Teilnehmerkreis:
Apprenticens from all areas, regardless of the year of training.