Speaking on the telephone with confidence
Participants will be able to apply their English language skills in making professional telephone calls with confidence. Participants will improve both their fluency and accuracy when using the English language.They will enhance their wider professional skills by speaking on the telephone with the right level of formality, clarity and cultural awareness.
In the framework of the English language development and upon successful completion of this course, the participant should be able to:
- Use a wide range of expressions used in professional telephone calls.
- Understand the different conventions in starting and finishing a professional telephone call.
- Use the language of persuasion to powerfully describe a product, project or service in a professional capacity.
- Understand a wide range of common phrasal verbs, acronyms and business idioms typically used in professional telephone calls.
- Deploy terms and expressions used to ‘soften’ a difficult message to internal or external contacts by telephone.
In the framework of the professional skills development, the participant should be able to:
- Critically reflect on how to use the telephone effectively in communicating to a wide range of audiences.
- Making small talk on the telephone with established professional contacts.
- Conduct ‘cold calls’ with new professional contacts.
- Effectively communicate difficult messages and deal with difficult questions on the telephone.
- Overcome communication breakdowns on the telephone.
An interactive case study approach
The course is based on a set of interactive case studies. These case studies are designed around realistic scenarios at work which develop the professional skills and English language skills of participants.
Course structure: Part 1:
The first part of the course focuses on the key vocabulary, expressions and conventions used in making professional telephone calls. Key themes are highlighted below.
- Exchanging ideas and best practice.
- Exploring informal, semi-formal and formal greetings and goodbyes.
- Key expressions to use in making professional telephone calls.
- Understanding how to communicate on the phone in different cultural contexts.
- Acceptable and unacceptable ‘jargon’, acronyms and abbreviations on the professional telephone call. Course structure: Part 2
The second part of the course focuses on a professional case study in which you need to deploy the vocabulary and techniques developed in part 1. The case study is based on a number of role plays which include:
- Making first contact on the telephone with a professional contact.
- Making small talk with an established contact.
- Managing a difficult issue with a professional contact.
- Organising a meeting with a professional contact.
- Participating in a teleconference.
A qui s'adresse la formation?
This is an inclusive course designed for professionals across both the private and government sectors looking to improve their professional telephone skills in English.
B1 or above in the CEFR levels.
The course is designed for professionals who are looking to improve their vocabulary and techniques in making professional calls in English. To access the course effectively it is helpful but not essential if you have professional experience of speaking on the telephone in English.
By completion of the course, the end of the training, the trainee will
receive a certificate of participation issued by the House of Training.
The course material will be delivered at the end of the course.