Professional Telephone Skills

A phone call may be the only contact you have with your customers or stakeholders: make the most of this opportunity!

  • Maximise opportunities over the phone.
  • Overcome various communication barriers.
  • Demonstrate professional telephone etiquette.
  • Meet your customers’ expectations every time.
  • Identify and manage behaviours on the phone.
  • Show empathy and understanding over the phone.
  • Build successful relationships using professional telephone skills.
  • What is covered in the course?

    • Identify, understand and satisfy individual customer needs.
    • Question-asking techniques.
    • Constructive language and phrases to avoid.
    • Critical points to ensuring a positive manner.
    • Assertive, passive, aggressive behaviours and when to use them.
    • Dealing with difficult phone conversations.
    • Practical steps for professional phone calls: from start to finish.
  • Should I attend?

    You should attend if the phone is a key business tool for you and your business.

  • How will I benefit?

    In this interactive workshop you will learn practical strategies that can help you create a positive first impression, every time.

    You will be provided with a step-by-step framework for identifying, understanding and satisfying customer needs and how to deal with some of the challenges of communicating over the phone. Ideal for anyone wanting to maximise the effectiveness of their interactions over the telephone.

  • How will my organisation benefit?

    Your customers will receive great service in a timely manner, and your organisation will also benefit from better time spent on phone calls.

    Need customised training for your organisation?

    Contact our team to discuss customising this course to meet your needs.


  • AQF Equivalence, Articulation Pathways CPD Points and Certification

    • You will receive a soft copy University of Adelaide Certificate of Completion.
    • This PACE course may contribute to earning Continuing Professional Development (CPD) points or credit. Many professional associations accredit CPD at a standard rate of 1 hour of professional development / learning = 1 CPD point. This should be used as a guide only and confirmation should be sought from your accrediting body prior to registration in any PACE course or program.
The most useful part of the course is not one specific part but the overall confidence it has given me on the phone. The course provided practical skills and better language choices but more importantly how to look after yourself and mentally protect yourself when you get the occasional aggressive person on the phone.past participant

What will I receive as part of this course?

  • Printed course book and materials (PDF copy for tablet on request)
  • Certificate of Completion and training record
  • Refreshments during the day, including a light lunch on full day courses

What should I bring to the course?

Our courses are designed to be work-related and interactive. Please bring current workplace examples related to this topic for use on the day.

What further development can I do?

We recommend Professional Customer Services Skills and Dealing with Difficult, Angry or Aggressive Customers.

Want to do this course online?

Professional Telephone Skills Online.

Available course dates:

No dates for this course are currently being offered. Please register your interest for future dates by emailing