1
Understanding the principles of communication and answering
- Identifying the roles of sender and receiver: Who does what and who is responsible for what.
- Ranking and mastering all three communication media: Verbal, para-verbal, and non-verbal.
- Understanding the unique features of the telephone.
- Understanding the importance of smiling.
- Discovering automatic information processing: Selection, distortion, and generalization.
Exercise
Voice game with actors.
2
Practicing techniques adapted to the telephone
- Active and objective listening
- Practicing rephrasing.
- Knowing how to question.
Exercise
Listening, rephrasing techniques, and facilitating questions. Writing questions suited to each participant’s activity.
3
Using effective language
- Speaking positively in order to achieve your goals, banishing jargon, doubt-filled phrases, negative words.
- Using the present and future tense to give strength to your message.
Exercise
Replacing negative wordings with positive ones; training in reception phrases, guiding callers, placing them on hold.
4
Addressing objections
- Identifying different types of objections.
- Using objection acceptance and processing techniques: Quilt, sandwich, broken record, DESC.
- Applying techniques: Soften/Rebound/Chain along.
Exercise
Handling objections in the form of “ping-pong” exchanges. Simulated telephone interviews using acceptance and rebound techniques.
5
Accommodating in a relationship of quality and service
- Intending to do the most to handle requests as optimally and quickly as possible.
- Understanding the needs and expectations of the people you’re talking to: SONCAS.
- Adopting behaviors suited to the request and situation.
- Choosing your words and developing your arguments (FAB).
- Understanding the principle of handling difficult situations.
Role-playing
Detecting motivations, seeking appropriate responses. Group debriefing.
2d
- 14h00 
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