Time pressure, unexpected problems, foreign speakers,...
can make the telephone a challenging instrument,
even if your English is good enough
how to say 'no', politely
2. Pardon ?
What are the best strategies for dealing with difficult speakers:
the challenge of strong accents, fast talkers,
and people who just don't listen.
3. Essential Telephone Phrases
How to find the right word or phrase at exactly the moment you need it.
We give you the best answers to the most frequent telephone situations:
The language of incoming and outgoing calls, holding calls, transferring,
message taking, using voicemail, interrupting and closings
4. Typical Mistakes
What are the most common linguistic and cultural mistakes made
by German-speakers on the phone? What are the consequences?
And how can you avoid them?
5. Feeling Comfortable?
Techniques for planning the call, creating the right ambience and for
developing your confidence and spoken fluency.
6. Charisma and Client-relations
Showing personality and charm on the phone - how to start and develop
of business relations with foreign colleagues and clients.
How to come across positively and assertively.
7. Getting (and Giving) Information
Getting useful information is a result of careful scripting and
the application of effective telephone psychology.
You will learn clever techniques used by professional
telephone researchers and sales people.
8. Influence and Persuasion
Getting your point across can sometimes
be easier when you can¹t see your conversation partner.
We show you the psychological advantages of cross-cultural telephoning,
and how play the "foreigner card" in order to get what you want.
9. Tricky Situations
Why don¹t foreign callers give you their names?
Learn techniques for identifying the caller and for finding out
the reason for the call.
Tips and techniques for dealing with unwanted callers.
10. Telephone Conventions and Styles in Different Countries
Correct telephone protocols, behaviour and style in the USA and the UK.
The difference between British, American and International English.
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Documentation & Certificate
Reference materials including checklists, charts, scripts, phrases and vocabulary;
plus a certificate describing the programme content.
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Your Trainer
Antony Burnet-Smith (B.Ed hons)
Antony Burnet-Smith has worked with PSA on major international accounts
throughout Europe. Since 1980 his focus has been on communication skills
training for the international business community.
Key key subjects have been professional presentations, negotiations,
team-building, writing and telephoning. He has extensive experience in
seminar design and facilitation as well as executive coaching.
Antony is the author of several training programmes including the popular
business cassette series "A Slip of the Tongue".
Paul Smith Associates (PSA) are a leading European provider of professional
training services. With over 25 years of market experience, PSA has
attracted clients from most industry sectors, many from Germany¹s top 100 companies.
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REGISTRATION & PRICE
To reserve your place at this event, simply fill-in the
registration form.
You may cancel your registration without cost up to 10 days before the
event, thereafter a cancellation charge of 50% is payable. You may nominate
a substitute at any time, without charge.
The 1-day seminar price of Euro 275,-- (+MwSt) includes training,
documentation, certificate, business lunch-buffet, and coffee.
P.S. If you also need to write in English - we are offering
Intelligent Writing
on the following day as an optional continuation.
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Historical Quotes:
"This 'telephone' has too many shortcomings to be seriously considered as a
means of communication. The device is inherently of no value to us."
Western Union, internal memo, 1876
"The Americans have need of the telephone, but we do not.
We have plenty of messenger boys."
Sir William Preece, chief engineer of the British Post Office, 1876
"I can see the time when every city will have one."
An American mayor's reaction to the news of the invention of the telephone, 1883
