Talking on the phone is a no-brainer, but truly communicating through the medium is an art. And John Cleese demonstrates it humorously in the revised version of Telephone Behavior. Now all employees can master the techniques of positive, friendly telephone communication.

Cleese takes your staff through the entire process, from the brief introduction to closing the call and drops some practical advice every step of the way. They'll discover how to ask open questions, listen actively, and send verbal signals to the caller, all to ensure that you understand their message. They'll also learn to volunteer useful information, agree on next steps, and handle complaining callers. Get a lesson as well on voice mail techniques, including those for prioritizing and screening calls, updating greetings, and leaving concise messages.

• Introduce yourself, and establish whether it?s convenient to proceed
• Control the call, ask questions, record and repeat information
• Volunteer useful information; agree upon the next steps