This comprehensive one-day course transforms participants into confident telephone ambassadors. Through immersive, material-free activities, delegates master voice control, advanced questioning, complaint resolution, and de-escalation techniques. The course balances theory with high-volume practice to ensure skills are embedded, covering the full lifecycle of a professional call from opening to resilience management.
Ever felt like your phone calls aren’t getting the results you want?
What if you could turn every conversation into a chance to build trust, solve problems, and leave callers feeling heard — even when they’re upset?
This one-day Professional Telephone Skills course gives you the tools to do just that. You’ll master voice control to sound confident and calm, use smart questioning to get to the heart of the issue, and apply proven techniques to de-escalate tension and turn complaints into loyalty.
No theory overload — just high-impact practice that sticks. You’ll leave with real skills you can use the very next call.
Available as an open course, closed group session, or one-to-one coaching — and it counts toward six CPD hours.
To find out more, contact us at lets talk at e q v dot co dot uk.
Counts towards 6 CPD Hours1 Day9:00 - 5:00 for GroupsOpen Public & Closed Group
Please reflect on one or more of the questions below and come prepared to discuss your responses during the session.
Self-Assessment: On a scale of 1–10, how would you rate your current skill level in this subject? What factors influenced your rating?
Development Focus: Identify one specific behaviour, skill, or capability you would like to improve or develop further.
Relevant Examples: If possible, bring one or two relevant examples or scenarios from your experience that you would be willing to share with the group.
What You Will Learn
Demonstrate mastery of the 3 Ps of voice (Pitch, Pace, Power) to influence caller perception positively.
Apply advanced active listening techniques (Paraphrasing, Mirroring, Summarising) to build immediate rapport.
Utilise strategic questioning (Open, Closed, Probing) to uncover the true root cause of caller needs.
Apply the HEART model effectively to resolve customer complaints and recover service failures.
Execute specific de-escalation techniques to manage abusive and aggressive callers safely and legally.
Structure calls logically to ensure efficiency, clarity, and a positive caller experience.
Develop personal resilience and confidence to handle high-pressure telephone interactions without burnout.
Implement effective after-call routines to log accurately and reset emotionally for the next interaction.
Your Post-Course Challenge
Within 30 days, reflect on a live call and assess your use of the 3 Ps of voice without recording.
Apply the HEART model to at least one complaint call and note the difference in the outcome.
Practice your 'Reset Ritual' after every difficult call for one week to build the habit.
Counts Towards 6 CPD Hours
This course contributes 6 hours of Continuing Professional Development. Delegates can log these hours as evidence of structured learning for professional bodies and employers.
This course is designed for professionals who regularly engage with customers, clients, or stakeholders over the telephone and want to communicate with greater confidence, clarity, and control. Whether you're handling enquiries, resolving complaints, or managing high-pressure conversations, it equips you to represent your organisation professionally at every stage of the call.
This course is ideal for:
Customer service representatives who want to improve their call handling skills and build stronger rapport with callers
Call centre agents seeking to manage difficult conversations more effectively and reduce personal stress
Sales and business development professionals aiming to uncover client needs through better questioning and active listening
Administrative and front desk staff who serve as the first point of contact and wish to project a polished, professional image
Team supervisors looking to support their staff by modelling and reinforcing effective telephone communication standards
Any professional whose role involves frequent telephone interactions and who wants to communicate with greater influence and resilience
No prior experience needed
This course is accessible to individuals at all experience levels — whether you are new to telephone-based roles or have years of experience and want to refine your approach. No prior training is required, and the content is designed to be immediately applicable regardless of your current skill level or industry background.
What you will take away
Delegates leave with practical, transferable skills that enhance their ability to manage telephone interactions professionally and confidently. You will gain greater self-awareness in your communication style, improved techniques for handling challenging calls, and a clearer sense of how to maintain composure and effectiveness — even under pressure.
For Groups & Teams
We can deliver this training session in several ways to suit your organisation’s needs:
Open Public Course
Join delegates from other organisations on a scheduled date
Closed Group
Exclusively for your team, using your real scenarios
In Person
Face-to-face at your premises or a venue of your choice
Virtual
Live, interactive online delivery via Teams or Zoom
One-to-One Coaching
Personalised sessions tailored entirely to you
Have two or more people to train?
You may want to consider a closed group course. Benefits include:
Cost effective for teams
Choose a date to suit you
Customise content and timings
No minimum delegate numbers
Uses your real-world scenarios
Builds shared language in your team
Contact us on [email protected] to discuss specific dates and delivery requirements.
How Our Tutor-Led Courses Are Delivered
Before the day
Delegates are given pre-work to complete before attending. This ensures everyone arrives with relevant context and real scenarios from their own experience, so learning is immediately relevant and actionable from the first minute.
On the day
Our sessions are participative and highly interactive. We don’t do “death by PowerPoint” — instead, the day includes a variety of engaging activities throughout:
Real-world casework using your scenarios
Practical hands-on exercises
Real Play (not role play) simulations
Peer learning and group discussion
Case studies and scenario work
Facilitated discussion and structured reflection
What you leave with
Participants leave with:
Practical tools — frameworks and models you can use straight away
Clear action plans — specific next steps tailored to your role
Greater confidence — built through intensive, realistic practice
Skills you can apply immediately — not theory, but techniques tested during the day
After the day
Post-session measurements and a 30-day challenge ensure that learning is embedded and behaviour change is sustained.
Key Features
Course Duration is 1 Day
Engaging tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
Priced per delegate per day for open public course
From: £449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.
