Telephone Behavior: The Rules Of Effective Communication - DVD

Produced - 1997

Free Online Preview

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.

• 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

Includes: A 33 minute DVD or VHS video and leader's guide.