Business communication on the phone

Seminar-training

Goal

Improve the skills for successful communication on the phone keeping in mind the interests of the company and maintaining internal psychological balance
Master and improve the conversational structure with the client. Improve the etiquette of the phone conversation
Understand the reasons why clients are unsatisfied and to understand what they expect from an employee. Learn to recognize the "difficult" client
To master methods for conflict resolution and stress management
To know one’s skills, advantages and potential in talks with the clients
Obtain motivation, conviction of one’s ability, consolidate the obtained knowledge in independent work

Target audience – up to 12 participants in the group

Methods

Seminar – training with active involvement of the participants, discussions and exchange of experience
Role playing – audio training situation modeling, playing out situations, analysis, feedback
Listening to the company audio materials and analyzing them together
Assertiveness training
Practical exercises. Individual and group work
Prior to the seminar – questionnaires, creation of situations for the video training – maximally close to reality. If necessary, after the seminar – feedback and recommendations

Time – 2 days

Content

Goals and motivation

The declared and hidden (the expected attitude) goals and motives of the client, their discovery
The goals and results of communication. Employee goals and motivation
Attitude towards the clients. Ways of expressing attitude. The conflictual attitude
The "Difficult client". Where and how does it originate? Psychological barriers, possibilities of removing them
Work on the phone

The most frequent mistakes when beginning a phone conversation
Voice. How to use your voice?
Psychological preparation. Environment. Cooperation with colleagues
Etiquette of the phone conversation – Beginning of the conversation. Conclusion of the conversation. Transmitting the information to colleagues.
Structure of the phone conversation with the client

Establishing contact. Beginning of the conversation. Listening to the initial information
Finding out the interests and needs of the client. Questions. Their influence on the client.
Active listening
Offering solutions. Possible alternatives. Argumentation and choice of arguments. Promises and their fulfillment. Agreements with the client
Work with objections. Causes of objections. Methods of rebutting objections
Directing towards a decision. Conclusion of the conversation
Conflicts, possibilities of their solution

Conflict signals, initial causes. Conflict escalation degrees
Conflict types. Strategies for conflict solution
An insight into stress management

Causes and manifestations of stress. Emotional resistance. Recognizing stereotypes, methods of "discharging". Emotional manipulations, the most effective individual ways of defense
Situation modeling, audio training – communication oriented towards service or work with "difficult" clients

Trainer – Kaspars Savickis