Description

Each communication must be a privileged exchange, which is sometimes difficult when the missions of the assistants and the communications to be handled multiply.
This training aims to control the duration of calls by handling them with quality and courtesy in order to convey a good image of the organization.

Who is this training for ?

For whom ?

Assistant, secretary and any employee in contact by telephone or video with the rest of the organization or outside.

Prerequisites

None.

Training objectives

Strengthen the quality of your communication by telephone or video.

Master good reflexes.

Skillfully get out of difficult situations.

Training program

• The essentials of telephone communication
  • - Find the right tone and words for your presentation to make the first contact successful.
  • - Use your voice as a tool to develop your impact.
  • - Perceive the state of mind of the interlocutor.
• Structuring the interview and managing communication time
  • - Master the stages of the interview.
  • - Frame the time of the call.
  • - Listen, question, reformulate for effective communication.
  • - Conclude the call and leave with a good impression.
• Handle the call with tact and relevance
  • - Make a barrier.
  • - Filter elegantly: make wait; transfer; resume a correspondent with courtesy.
  • - Take a relevant and faithful message.
  • - Prepare and succeed in your calls.
• Be comfortable in delicate situations Build confidence. Defuse tensions.
  • - Channel a talkative interlocutor.
  • - Calm a disgruntled, aggressive person.
  • - Manage an impatient person.
  • - Thwart intimidation tactics.