Telephone Skills & Email Correspondence – Workshop

Telephone Skills & Email Correspondence – Workshop
  • 22nd May 2018
    08:30 - 15:45

Talking on the telephone makes some people uncomfortable. This is made worse if they are using the phone for business purposes. A key to overcoming this discomfort is training on how to handle other telephonically. Developing these necessary skills helps with client relations, business cold-calling scenarios and general phone etiquette.

This practical workshop will focus on business standards to improve company image, enhance customer service and ultimately boost profits.

Learning outcomes:
• Understanding the importance of telephone and email communication
• Creating the right impression telephonically and in correspondence
• Time managing with calls and emails
• Procedures in answering the telephone efficiently and effectively
• Procedures and etiquette when corresponding via email
• Dealing with conflict and difficult situations
• Building relationships
• Learning to deal with a variety of character profiles
• General business etiquette


Reasons for Telephone Skills
• Retain customers
• Gain new customers
• Exceed expectations
• Avoid repeat calls – be cost conscious and respectful
• Create a positive atmosphere
• Leave a lasting impression
• Diffuse anger
• Cut through confusion
• Show respect towards the tool that is responsible for generating business
• Why not to perceive the telephone as an interruption
• Managing calls and emails through good time management
• Ways to adopt a good in-house telephonic and email policy

Communication Skills
• Procedures in answering or making calls
• Vocal tone, pitch, intonation, enthusiasm, promptness in response
• Speaking with positive intent and professionalism
• Active listening, positive assertiveness and feedback
• Etiquette and procedures with cellular telephones
• Email correspondence – presentation, grammar, spelling, concise and accurate
• Formality vs. informality
• Taking control of the call and staying focused
• Dealing with a variety callers and character profiles
• Adopting a “one company one image” approach

Event organiser: Helga Smit on 021 402 4300 or email

Speaker profile: Vetta Communication
VETTA Communication (Pty) Ltd is not just a training company. They area a dynamic company that services specific training and development needs of small, medium and large business – form a wide selection of leading-edge courses and products with a strong focus on experiential value, sustainability and return-on-investment.

Offering over 60 essential courses (accredited and non-accredited) for more than 18 years, they are in the business of maximising and sustaining the value of human resources.

VETTA workshops are all about ensuring lasting solutions.



Venue Phone: 0214024300

33 Martin Hammerschlag Way, Foreshore, Cape Town, Western Cape, 8001, South Africa