The program is aimed at people who spend a good part of their work time on telephone conversations: executives, sales managers, personnel managers and other who have to use phone as a means of income.
At times, telephone conversation is more important than a personal meeting, sometimes it is the only point of contact with clients. We think that we learn to talk on the phone as we grow. However some sales managers sell by phone easily, while others can clinch a deal only during a meeting. Unfortunately, there is not always a chance to meet!
What is the secret of telephone conversation? When you speak over the phone you do not see the other person, you cannot structure your conversation based on a facial reaction or pose of your client. Moreover, you cannot win a person over by charming appearance!
Therefore it is necessary:
- to know how to interpret a person's voice and base your decisions on that;
- to master your own voice and intonation not to "disclose" any useful information about yourself.
You will be offered specially designed exercises and role playing to train your breathing, articulation and voice.
You will learn to:
- utilize your vocal qualities to produce the desired impression, promote your own status, project a feeling of trust;
- interpret information about a person on the other side of the line;
- establish and maintain telephone conversation;
- motivate a person to continue conversation over a personal meeting;
- master aggression and voice flow;
- create positive image of your product or organization;
- wind up a prolonged discussion and refuse without offending a person.
You will also learn:
- why the body position and the circumstances of the conversation are so important;
- how to fight exhaustion during stressful or extended telephone communication;
- how the ethical norms have been changing over the last 3-5 years; and how to adjust your own typical "politeness formulas" accordingly;
- how to say goodbye so that people would wish to call you again!
All these skills will be useful to anybody - and not only for telephone conversation!
