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

    • Participants 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

Enter our online learning space

Your course will be delivered via our virtual learning platform and includes the following:

  • access to online course materials and activities 1 week prior to live virtual learning session
  • online support and interaction with your facilitator and course coordinator
  • live virtual learning sessions with your facilitator
  • further self-learning resources to embed your learning
  • post course evaluation.

You will need:

  • computer or tablet
  • web browser Chrome or Firefox to view your course online
  • webcam, headphones and microphone
  • internet connection (broadband or 4G minimum)
  • notepaper and pen
  • a willingness to participate and engage with the instructor and other course participants
  • PACE courses are conducted in English. You are required to meet the University of Adelaide’s Minimum English Language Requirements, of IELTS Level 6.5 in all bands, in order to complete your short course enrolment.

Available course dates:


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