ELEV-OM 008: Telephone Etiquette

About Course

ELEV-OM 008: Telephone Etiquette

Course Number: ELEV-OM 008

Duration: One day

Course Description:

In today’s technology-driven workplace, telephone communication remains a critical professional skill. While texting and email dominate daily interactions, the telephone is still a primary method of communication for many businesses. Proper telephone etiquette demonstrates professionalism, builds credibility, and strengthens relationships with customers, colleagues, and stakeholders.

Telephone Etiquette focuses on developing confident and effective telephone communication skills. Learners will explore tone, phrasing, listening techniques, and strategies for managing challenging calls. Emphasis is placed on professionalism, clarity, and consistency in both inbound and outbound telephone interactions.

By the end of this course, learners should be able to:

Recognize the key components of professional telephone language
Handle inbound and outbound calls effectively
Respond appropriately to angry or rude callers
Accurately receive and relay phone messages
Understand methods for training employees in telephone etiquette

Course Modules:

Module One: Aspects of Phone Etiquette

Phrasing
Tone of voice
Speaking clearly
Listening to the caller

Module Two: Using Proper Phone Language

Using please and thank you
Avoiding slang
Avoiding accusatory language
Emphasizing solutions rather than limitations

Module Three: Eliminating Phone Distractions

Avoiding eating or drinking during calls
Minimizing multitasking
Removing office distractions
Preventing interruptions

Module Four: Inbound Calls

Keeping greeting messages brief
Introducing yourself professionally
Focusing on caller needs
Practicing patience

Module Five: Outbound Calls

Being prepared before calling
Identifying yourself and your organization
Clearly stating the reason for the call
Maintaining caller confidentiality

Telephone Etiquette helps learners project confidence, professionalism, and clarity in every phone interaction, strengthening communication and organizational reputation. Join now to master professional telephone communication and elevate every conversation you handle.