SERVICES: PUBLIC SECTOR

TELEPHONE INTERVIEWING

Duration - Half Day

Target Audience

All persons involved in dealing with interviews via a telephone.

Course Aim

To provide the opportunity to identify and develop effective communication skills to manage telephone interviews.

Topics Covered

• Attitude and the communication process
• Issues of tone of voice
• Using effective listening skills
• Questioning skills
• Conversation management
• Planning and setting objectives
• Diffusing difficult situations
• The PEACE model for interviewing

Specific learning outcomes will be written to suit the customer's needs

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