Management SkillSet: Telephone communication

The telephone remains an essential part of communication. Commerce can not operate without the telephone. We are in a world where just about anything that can be done via the telephone - is done via the telephone.It is often the first impression a stakeholder will get of your organisation. Your ability to give the right impression will therefore depend on your telephone skills.

Who is this Management SkillSet module for?

All staff who communicate to others, either as managers or support personnel.

At the end of this module learners will understand how to:

• Articulate poorly expressed meanings where appropriate to check understanding
• Make time available to listen to direct reports and peers
• Articulate the difference between simple question types
• Listen and pick up on clear content of others' messages
• Listen to other's views and respond appropriately
• Reflect back what is said to check understanding
• Select an appropriate question type for each situation
• Structure conversations using questions
• Summarise discussions to check understanding
• Take account of the needs of others before responding