COM 121 - Effective Telephone Skills: Put Yourself in the Zone

Topic: Communication skills, Customer Service, Soft Skills, Telephone Skills,

Course Description

Choosing and maintaining a positive attitude can have a significant impact on your entire day, including your phone conversations with associates, colleagues, and customers. In this course, we'll discuss how establishing the right attitude can help you achieve positive outcomes and enhance relationships.

Course Objectives

After completing this course, you will be able to:

Understand that a positive attitude is a choice.
Define the self-fulfilling prophecy.
Identify the basic tools for exuding positivity.

Chapters and Pages

Think Positive

- Introduction
- Establishing the Right Attitude
- Establishing the Right Attitude (B)
- Establishing the Right Attitude (C)
- Why a Positive Attitude Matters
- Why a Positive Attitude Matters (B)
- The Impact of a Negative Attitude
- We All Have Challenges
- We All Have Challenges (Cont'd)
- Taking Control (Cont'd.)
- Connecting with Your Callers
- Exuding Positivity
- Exuding Positivity (B)
- Exuding Positivity (C)
- Review
- Let's See What You've Learned!

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