COURSE OVERVIEW:
Welcome to the Essential Workplace Telephone Skills course. This program will equip you with the skills and confidence needed to communicate effectively and professionally over the phone in any workplace environment. You will explore why good telephone communication skills are essential to business success, how to respond appropriately to incoming calls, and how to answer calls promptly while maintaining a professional, courteous manner that reflects business standards and organisational expectations. This course also examines the contexts in which workplace phone calls occur, the importance of answering promptly, and how the telephone remains a critical touchpoint for customer service, internal operations and business reputation.
This course begins by addressing the core behaviours required when answering calls, including what to do when the ringing phone is not yours, how to place a caller on hold correctly, and why it is essential to return to all calls on hold without delay. You will learn to offer friendly assistance, establish the purpose of each call, confirm details through repetition, and maintain focus to ensure accurate, efficient communication. This section also explores how to respond effectively to caller enquiries, the correct procedures for transferring calls, and how to manage situations where the nominated person is unavailable or when you cannot answer a query yourself.
The next learning area examines the essential administrative and procedural aspects of telephone communication. You will learn how to record caller requests accurately, relay messages to the appropriate person or department, and complete telephone message records according to workplace requirements. This area also covers how to document threatening or suspicious phone calls, how to follow reporting protocols, and how to maintain compliance with organisational and security standards. Additionally, you will explore how workplace telephone systems function, how to use the equipment correctly, and how to use outward call registers effectively.
Another learning area focuses on language, tone and volume, including how to match your voice to the requirements of each call and how to present yourself professionally when speaking on behalf of your organisation. You will examine techniques for maintaining a polite and courteous tone, avoiding negative language, and supporting clear communication regardless of the caller’s attitude. This learning area also includes strategies for dealing effectively with rude or aggressive callers while maintaining composure and adhering to organisational policy.
A further learning area explores the process of making outgoing calls, including how to obtain accurate telephone numbers, the reasons staff may need to place outgoing calls, and how to establish the purpose of the call before dialling. You will learn the importance of preparing before making contact, how to communicate your name, company and reason for calling, and how to ensure messages are delivered clearly and efficiently. This section also highlights the professional etiquette required to maintain workplace credibility during outbound communication.
The next learning area integrates communication skills with operational procedures, highlighting how effective telephone communication contributes to efficient workflow, customer satisfaction and professional reputation. You will analyse how different workplace scenarios require different approaches, how the structure of a call affects outcomes, and how to uphold organisational values through consistent, high-quality telephone interactions. By integrating communication techniques with practical workplace requirements, this section strengthens your ability to handle calls with confidence and accuracy.
By the end of this course, you will be able to answer, manage and make phone calls professionally; use the correct standards, tone and language for workplace communication; follow organisational procedures for recording, transferring and reporting calls; handle rude or aggressive callers with confidence; use workplace telephone systems accurately; ensure clarity and courtesy in all conversations; and represent your organisation effectively through every telephone interaction.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- The importance of having good telephone communication skills
- How to respond to incoming phone calls?
- How to answer calls promptly and in an appropriate manner?
- The importance of the telephone to a business
- The contexts of phone calls
- The importance of answering calls promptly
- The appropriate telephone manner
- How to apply business standards on telephone communication?
- What to do if it’s not your phone that’s ringing?
- How to place the call on hold?
- Why get back to all calls on hold?
- How to offer friendly assistance to callers?
- How to establish the purpose of the call?
- How to repeat call details to the caller to confirm understanding?
- How to focus on the call?
- How to respond effectively to caller enquiries?
- The standard procedures for transferring calls
- How to deal with situations where the nominated person is unavailable?
- What to do if you can’t answer the query?
- How to record caller requests?
- How to relay messages to the appropriate department/person for follow-up?
- How to record a telephone message?
- How to report threatening or suspicious phone calls?
- How to use language, tone and volume appropriate to phone calls?
- How to match your voice to the call?
- How to deal effectively with rude and/or aggressive callers?
- How to make telephone calls?
- How to obtain correct telephone numbers?
- Why might staff need to make an outgoing call?
- How to establish the purpose of the call prior to calling?
- How to use ‘Outward Calls’ registers?
- How to use telephone equipment correctly?
- The basics of the workplace telephone system
- How to communicate your name, company and reason for calling?
- How to be polite and courteous at all times on the phone?
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.