Phone Techniques and Confidence

You only get one chance to make a first impression.

Customer satisfaction, workplace productivity, and overall business outcomes often depend on effective telephone communication. The Phone Techniques and Confidence course covers all aspects of professional phone handling, including call preparation, transferring calls, placing callers on hold, taking accurate messages, handling difficult or angry customers, and mastering telephone etiquette.

Alongside many other essential skills required in the workplace, the course also provides practical strategies to help you stay self-motivated, forward-thinking, and focused on success. You’ll learn how to maintain optimism and professionalism in the face of rejection, recover from setbacks, and adapt effectively to change.

Additionally, it offers guidance on managing the pressures of business and life, setting clear priorities, and achieving personal satisfaction.

Each delegate will receive personal feedback at the end of the session.

Steve Favell

In the 1970s, while also enjoying a successful career as an accomplished and in-demand musician, Steve Favell founded what would become one of the UK’s most successful music retail and wholesale businesses. Over the years, he went on to build, train, and mentor some of the country’s most successful national sales teams. He has played a key role in increasing Huntingdonshire Regional College’s commercial income by over £1.5 million and has established a strong reputation as an expert in personal development training.

Steve says, “I’m extremely proud to be working in partnership with Colchester Institute. Being an effective mentor is a teachable skill that transforms lives and serves as the foundation for long-term business success.”