Telephoning in English - professionell telefonieren auf Englisch (1010334)

Druckansicht
  • Dauer:
    1 Tag
  • Zielgruppe:
    Mitarbeiter, Manager, Geschäftsführer
  • Vorkenntnisse:
    Nicht erforderlich
  • Methode:
    As all information will be in English, you will be able to practice your English and learn new vocabulary. Role-plays will prepare you for different types of conversations. After each exercise you may receive professional feedback on your strengths and your development potential, if asked for. Voice recording will enable you to listen to your own voice. Interactive computer voice recognition software will help you to improve your pronunciation. Exercises will not only teach you effective communication techniques and helpful phrases for telephoning, but will make you aware of intercultural differences as well.
  • Typ:
    Öffentliches Seminar / Inhouse
  • Download
    Anmeldeformular | AGB | Info-Broschüre
Themen:
You make and receive telephone calls in English on a regular basis? Now you want to improve your English language skills. This training teaches you the latest telephoning techniques. You will learn to find the right words at the right time. Active listening and questioning techniques will enable you to understand all phrases of your conversation partner correctly. Voice recording will help you to further improve your pronunciation. By the end of this training you will be able to truly understand and address your conversation partner’s interests and needs. Thus you will build up long lasting, loyal relationships with your customers.

Inhalte

A. contents

Basics of psychology of communications - telephoning skills in English - business phone etiquette - customer service - telephone selling

B. techniques

Types of conversations on the telephone - stages of telephone calls from start to finish - preparing for important phone calls - making and answering a call - professional salutation - express desires and needs - make a complaint over the telephone - dealing with difficult communication partners on the telephone - solving conflicts - securing understanding - dealing with voice mail

C. putting techniques into action

Answer the phone - create a positive first impression - understand native speakers - ask for information - clarify and summarize information - address and deal with the customers questions - achieve the right tone when talking to customers - talk at the customers level - note important information - make listening noises - provide technical information to customers - deal with difficult calls - solve problems and conflicts - persuade communication partners - consider intercultural aspects - get to agreements on the telephone - end a call - leave massages on answering machines - use your voice effectively - build long term relationships with customers and potential customers

Dozent:
A qualified psychologist, David Reinhaus works for Comelio GmbH in the fields of HR and Organisational development. The focus of his work is management and leadership development, personnel selection and training, as well as process support in change management. David previously worked for a company that specialised in commercial and political negotiations.
Former clients include Siemens; Vattenfall; Bosch; Allianz; Evonik; Nuon; Steigenberger; Saint-Gobain Sekurit; Reinbahn; Lührmann; Horbach; Hamburger Hafen und Logistik AG; Bundesverband Deutscher Volks- und Betriebswirte; Sparkasse Hanau; IHK Berlin; IHK zu Lübek; Handwerkskammern Region Stuttgart; Arbeiter-Samarita-Bund; Diakonie; Universität Bayreuth; Friedrich Ebert Foundation; Frankfurt School of Finance & Management; mayors; and members of the German Landtag parliament and German Bundestag.
David has received scholarships for study in the fields of management, moderation, holding seminars, conflict management, political psychology, fiscal policy and international relations to name but a few. In addition David also has knowledge of theme-centered interaction, transactional analysis, systemics, cognitive behavioural therapy, stress research, time management and self-management and teaching and learning methods.