# Telephone Skills Training - Brisbane

# Telephone Skills Training - Brisbane

You know that sinking feeling when you're on a call and you can hear the other person's attention drifting away? Or when you've been put on hold for what feels like forever, only to get transferred to someone who makes you repeat everything again? We've all been there, and honestly, it's frustrating as hell.

Here's the thing - your telephone skills can make or break relationships with customers, colleagues, and stakeholders. Whether you're dealing with complaints, making sales calls, or just trying to get information across clearly, how you sound on the phone matters more than you might think. Your voice is often the first (and sometimes only) impression people get of you and your organisation.

I've worked with teams who thought they were pretty good on the phone, only to discover they were unknowingly creating barriers instead of building bridges. Things like speaking too fast when they're nervous, not really listening to what the caller needs, or using that dreaded corporate-speak that makes everyone's eyes glaze over. The good news? These are all fixable with the right techniques and a bit of practice.

This training isn't about reading from a script or turning you into a robot. It's about giving you practical tools that actually work in real situations. You'll learn how to handle difficult calls without losing your cool, how to build rapport quickly (even when you can't see the person), and how to communicate complex information in a way that people actually understand and remember.

## What You'll Learn

You'll discover how to project confidence and professionalism through your voice, even when you're having a rough day. We'll cover techniques for active listening that go beyond just waiting for your turn to talk. You'll learn how to ask the right questions to get to the heart of what people really need, and how to handle those awkward silences that seem to go on forever.

We'll also tackle the tricky stuff - dealing with angry callers, managing multiple calls efficiently, and knowing when and how to transfer calls properly. Plus, you'll get practical tips for using technology to your advantage rather than letting it work against you.

## The Bottom Line

When you finish this training, you'll feel more confident picking up that phone, whether it's an incoming call or one you need to make. You'll have a toolkit of techniques that help you connect with people more effectively, resolve issues faster, and leave callers feeling heard and valued. Most importantly, you'll stop dreading those challenging calls and start seeing them as opportunities to make a real difference. Your colleagues will notice the change, your customers will appreciate it, and you'll wonder why you didn't learn these communication skills sooner.