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Telephone Skills Training – Be Super Confident on the Telephone!

The term ‘telephone skill’ refers to the correct manner in which you should conduct yourself and represent yourself while using the telephone for professional or personal purposes. In many situations, you need to speak professionally on the telephone but don’t know what to say or how to react to make the other person feel comfortable.

If you lack verbal confidence, your performance and the service you offer to your clients will suffer. Don’t risk your company’s success by using the wrong words or acting inappropriately. Let’s learn telephone etiquette to advance your telephone skill. 

In the Telephone Skill course, you will learn how to handle difficult customers, strike up a conversation, and remain calm when a caller demands unnecessarily high amounts of information. Following the course instructions will make you more efficient, stress-free, and flexible when making phone calls. The course covers everything from fundamental phone etiquette to dealing with irate customers and what to say when someone cannot hear you.

As a sales representative, personal assistant, or product support representative, telephone etiquette is essential. This course will train you on how to listen and deal with angry clients step-by-step.

After Completing The Course, You Will:

Course Design

You can take this Telephone Etiquette Online Course at your own pace because it is designed to be flexible. There are multiple modules in the course, so that you can complete it according to your schedule. To make it easier for you to grasp the ideas, the topics are arranged in an orderly fashion. You will be assessed to ensure that you understand the material. You can access our courses on any smart device or through the web.


The Telephone Etiquette Course features an online multiple-choice assessment test at the end of the course to assess learners’ ability and knowledge to understand the topics. This online multiple-choice test will result in an immediate grade, so you’ll know if you passed right away.

Certification & Transcript

After completing the course, you will be able to obtain* a Certificate of Completion from SkillArts.  This certificate will serve as proof that you have successfully completed the course. You will also be able to apply for an Academic Transcript that will outline the lessons covered in this Telephone Etiquette Course. 

 If you obtain a certificate from us, you can include it in your portfolio of evidence and use it for interviews in an employment or academic environment. By scanning the QR code on the certificate and entering the certificate code on our website, your employer can verify the certificate.
*Prices apply

Example Certificate & Transcript

Career Opportunities

By providing you with all the necessary guidelines, knowledge, and an online certificate of completion, this Telephone Etiquette Course will ease your way up the career ladder. You’ll learn how to succeed in your dream job, get that promotion, or start up the business you’ve always dreamed of.

Module One: Introduction & Aspects of Telephone Etiquette


The purpose of this lesson is to introduce telephone etiquette and its aspects.


Key Topics:

  • What Is Telephone Etiquette?
  • Why Telephone Etiquette Is Important
  • Aspects of Telephone Etiquette 
    • Phrasing
    • Tone of Voice
    • Speaking Clearly
    • Listen to The Caller


Module Two: Talking The Right Way On The Phone 


The goal of the lesson is to provide the best representation to understand the right way to talk on the phone.


Key Topics:

  • How to Speak Professionally on The Phone: A Step-By-Step Guide
  • The Art of Listening And Silence


Module Three: How to Eliminate Phone Distractions


The purpose of the lesson is to find the steps for eliminating the phone distraction. This module also provides insight into the effects of distractions on workplace performance. 


Key Topics:

  • Phone Distractions
  • Avoiding Eating or Drinking
  • Minimising Multi-Tasking
  • Removing Office Distractions
  • Do Not Let Others Interrupt You
  • The Effects of Distraction
  • Improving Telephone Etiquette


Module Four: Inbound & Outbound Calls

An explicit purpose of the lesson is to identify the inbound and outbound calls and compare which one is the best for your business.


Key Topics:

  • Inbound Calls
  • Outbound Calls
  • Which One is Best for You


Module Five: Dealing With Angry Customers

The lesson aims to explicitly discuss how to deal with angry customers with some tips to handle or inactive them.

Key Topics:

  • Handling Rude or Angry Callers
  • Interacting with An Angry Customer to Provide Value
  • Tips for Handling Angry Customers


Module Six: Voicemail Messages & Interoffice Calls

The goal of the lesson is to deliver a discussion about voicemail messages and interoffice calls. You can learn the whole telephone usage from here.

Key Topics:

  • How to Use Voicemail Messages
  • Benefits of Using Voice Mail in Your Business
  • What Are Interoffice Calls
  • Tips for Transferring Calls
  • How to Place Callers on Hold
  • Taking Messages
  • How to End The Conversation


Module Seven: Methodology for Training Employees 

The objective of this lesson is to explain the methodology for training employees in telephone etiquette.


Key Topics:

  • Methods of Training Employees
  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • How to Train Employees in Better Phone Skills