Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.  

This is a practical class that is suitable for all audiences and provides people with the tools that they can apply on-the-job (and in other contexts) the very next day.

This is an instructor-led class that you can attend from home or your office.

We use secure Video Conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat and breakout sessions. Please discuss your preferred platform, most commonly we use Microsoft Teams, Skype for Business, Webex or Zoom upon request.

These courses are facilitated in English, and are open to people from different industries across the USA, Australia, New Zealand, Singapore, Malaysia and Hong Kong - this is a short but powerful learning experience that gives you global collaboration opportunities.

Our trainers and processes have been refined to give you a personalised learning experience where it is specifically targeted to your needs   see our outcomes in the reviews.

**Please note, these classes run to a very tight schedule, please follow the invitation and join the class 10-minutes prior to commencement so you are ready to participate and don't miss a minute!

Be ready - check your device is ready to go by use this test link.

Professional Telephone Skills - Online Instructor-led 3hours
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Your Learning Outcomes

After completing this course participants will have learned to:

  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client's trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to professionally manage irate customers
Duration: 3-hour course Live Online Experts
Live Online Money

$100 Discount!

Every Live Online Class Booking Entitles
you to a $100 discount on an
in-person public class.
(Discount valid for 18-months)

Instructor Led

Looking for a full-day course in a physical room? Check the Full Catalog


"I think it was a great training lesson. Not only did I receive phone skills, I believe I learnt values and lessons in Life. Leigh was very inspiring."



"Our presenter was very engaging, and said it how it is, so easy to imbed the information. She sat with us unless writing on the white board which gave a relaxing environment to learn in."

-Water NSW


"Great delivery, was kept engaged and not wanting to go to sleep, relevant and questions were answered effectively, educator was wonderful and easy to interact with."

-Water NSW


"I was lucky enough to be a participant in Jo’s training and from a personal perspective, we all found great understanding in the LDP Reports and Jo was thoroughly able to explain the differences between all achieving and relating dimensions, as well as an in-depth overview of the grid."

-Plantation Homes


"Candy was a lovely lady & great teacher, she used her own circumstances (wether true or false) to engage you in the training, I call this trick teaching. She is great trainer for your company."



"I really like the way we were trained as it is not only practical but fun as well."

"Anita allowed the group to discuss items relative to us to resolve concerns, without rushing us to the next topic."

"The whole team was very engaged and enjoyed the course. The manual is very comprehensive and considering the amount of information, attendees might not refer to it afterwards. The submitted summary of the Stulz specific outcomes will be distributed to all attendees for easy and quick reference. Thanks to Anita!"

"I really enjoyed participating in the Professional Telephone Skills Training Course and found Anita to be very informative in delivering valuable information through her teaching. We can now all confidently implement her teachings in our work place. Anita is a professional,warm and fun person who was able to interact in a positive manner at all times with our group. Thanks Anita!"

-STULZ Australia Pty Ltd


"Candy was a fantastic trainer, she focused on what we felt we needed the most help with and then built on other topics. She was very enthusiastic and I really enjoyed the day."

-U-Tech Medical


"This course was modified to suit our industry to an acceptable level and gave intelligent content to suit DBC's needs."

-DBC Group Pty Ltd


"Anne is a great trainer, she really put so much effort into myself and the other student. She was enthusiastic and motivational! i really enjoyed my day at the course!"

-Individual Participant


"The student manual was very helpful with my learning. I felt that my trainer was very attentive to my learning needs and was very helpful in guiding me through the activities despite having two participants with very different styles; driver and counselor."

-The Salvation Army Special Search Service


"Fantastic Course. Loved it...definitely a course to recommend. I think I will be doing a refresher in 6 months...always have a second look!"

-Gippsland Tanks

"Anne is a great trainer, she really put so much effort into myself and the other students. She was enthusiastic and motivational! i really enjoyed my day at the course!"

-Individual Course Participant


"Thank you so much to our amazing trainer yesterday - For a subject that some may consider as 'boring', he made the atmosphere so fun and exciting. The way he presented the subjects was done with so much enthusiasm and he made the course fun. He really knew the subject matter which made it so much easier to understand and relate to. There was also a LOT of emphasis on what we as individuals wanted to know/learn and he made sure to cover everything that we needed to know more about. The course although with structure, was specified around what we wanted to focus on. Thank you so much."

-Upper Murray Seeds


"Profiling myself and my team members enables me to manage each individual accordingly."

"As a manger of customer service, it is a challenge getting current staff that have been loyal to the organisation for many years to be enthusiastic about these types of courses. From all staff that attended these sessions on Thursday 1st Sep, I had nothing but excellent feedback. Staff came back motivated and took on what they learnt. They were all very pleased how engaging the trainer was."

"I'm really glad I participated in this program. It taught me how to tackle difficult situations, some things I was doing wrong but didn't realise, and some general improvements. It also reassured me that many of the thing I am currently doing are correct. I specifically like the tips on what questions to ask certain patients (open and closed) and improving the 38% paraverbal communication."

-St Vincent's Private Hospital Melbourne


"Anne is a fantastic trainer who enforced the value of clear and precise communication. The most important aspect of this course, is learning that your attitude is vital to workplace happiness and productivity. This week alone has been less stressful because I'm changing my way of thinking towards my colleagues and work. Thank you for being a lovely teacher :)"

-RI Advice Wynyard


"During the course we were asked if we have ever listened to what we sound like on the phone, I have multiple times and laughed at how funny I sound. I wasn't aware I could change how I sounded although through this training I now have the tools to review how I portray myself over the phone and will be practicing and improving my manner. Thanks for your personal approach."

-Jones Howard Chartered Accountants


"Was fruitful and came across interactions to resolve the issues that we come across in workplace."

-Corrosion Control Engineering


"I find it interesting how on the day I thought "Oh yes, I knew this but didn't think of it that way". The more days that pass the more I come to realise that being aware of it is the key and I may have "known" but I really didn't. Now the trick is to put it all into practice!"

-Computer Merchants


"Nice classroom with great services including teaching."

-Individual Course Participant


"I enjoyed the course tremendously, I would recommend this training company to anyone who wants to improve their skills, I learnt a lot, not only how to polish my telephone skill but also about myself, I enjoyed the profiling we where encouraged to do, it was a very easy, relaxed but professional atmosphere, and a big thumps up to Derek the trainer, he was great and easy to get along with, the food was great and very healthy, the venue was in a great location very easy to get to."

-Cricks Highway


"I found Karen really helpful and supportive, great trainer!"

-Department of Health & Human Services


"Trainer was very knowledgeable as well as friendly and engaging. Loved my time with him! :)"

-Brisbane Housing Company


"Josh is a passionate and engaged facilitator and the key concepts he presented were of interest to me. "

"I thought this was a great training course. I was expecting the 1980 version of Telephone skill but was surprised to see a very modern look at how we communicate with other people. Loved it."



"This would be the best CC Training Course I have attended. We had a great Trainer but because this course was tailored to suit our customers."

-Department Of Premier And Cabinet


"Course was great, learnt awesome lines to say to customers."

-HR Products


"The training course is very useful for me. The trainer is very professional. Thanks Ms Ann."

-Evo Metalworks


"I really liked the idea of profile markers. This may not be something I use in my everyday phone communications however, it is something I will use when addressing colleagues and stakeholders in a professional and even personal environment."



"It was very informational. Great day. Derrick is a great teacher and I would love to do other courses through his company."

-Baywood Products


"It was a good course, especially when you get introduced to thinking about the 3 aspects of skills, knowledge and attitude in the work environment as a whole."



"Very happy with the outcome. The trainer was very helpful, initially with ensuring we had the best course lined up to suit our needs and then on the day by delivering the training in a fun, approachable manner. The course content was appropriate and by ensuring she had asked for enough detail beforehand Anne was able to put a little more emphasis and time on the areas that we needed making the course well worth it both from a participants perspective and from the businesses perspective."


"I'm more mindful when speaking to customers by keeping in mind the 4 personal markers."

-Hy-Tec Industries NSW


"Trainer and course content was excellent. I thought the training was excellent and my team enjoyed it and came away with new tools to use in their work. I did too!"

"I have completed similar courses in this area over the years. I enjoyed this one. The trainer kept you engaged and this of course is most important so you can absorb the information she is providing. Great Job."

-NSW Nurses & Midwive's Association


"The training was delivered with a good pace and was very interesting. The LDP profile information was particularly informative and relevant."

-Small Business Development Corporation


"I thoroughly enjoyed this course and would recommend it to others in a heartbeat. Joe the trainer made the content fun, interactive and engaging. At no time did I ever feel sleepy or bored. I liked the emphasis on personality types, general professionalism in the workplace, and transforming unconstructive talk using more positive phrases. Joe is a true asset to PDT."

-Law Enforcement Conduct Commission


"Course was very good and informative I think I can say that everyone in our group realised that there was only a few minor changes on handling customers and that most of the techniques we have put into place have been implicated correctly. We also learnt a few different techniques and ideas. Enjoyed the course , good team building and Charlene the presenter was easy to listen to and great at including everyone’s input."

-Infringement Management and Operations WAPOL


"I found each aspect of the course informative and practical. It is very helpful to refresh knowledge about communication skills. I can apply and incorporate the skills into the daily tasks of my role."

"Structure of the training was very good. Range of activities was excellent and kept me engaged. Thoroughly enjoyed the training yesterday. Jo is a fantastic facilitator, very engaging & high energy >> a great representative for your organisation."

 "The instructor was very good, amusing, interesting, informed. I have a great deal of experience in telephone work and still found myself engaged."

-Registered Organisations Commission


"Course material very clear. Karen checked in with all participants on a regular basis to ensure objectives were being met."

-Independent Schools Victoria


"Found the personality types really interesting."

"PD Training and our instructor have both been very accommodating in tailoring the course to suit our needs."

"All content was very well articulated and relevant."

-Share and Care Community Services Group


"Great everyday tips and information provided."

-Independent Schools Victoria


"All good."

"I thoroughly enjoyed this course and our trainer."

-Share and Care Community Services Group


"All content was relevant to my daily activities. Highlighted some areas that myself and other staff could improve upon. Gave staff useful and important knowledge about customer service.

 "It was a good revision of some things that we already knew but may have not always been using. The manual to refer to is good."

"Have had 30 yrs experience in our department I think I have a good knowledge on phones and dealing with the public. However, it was a great refresh and I did pick up a few good ideas."

-South Australian Medical Imaging


"We need more people like her. She was very funny and made learning fun."

-UHY Haines Norton


"Trainer was enthusiastic, knowledgeable and really effectively managed the participants to get the best out of them."

"Trainer provided specific feedback on useful tips staff can use when answering calls. Very helpful."

Fair Work Commission


"All of it was beneficial and open and close questions were useful and I didn't think about until yesterday."

Attorney-General's Department SA - Consumer and Business Services


WINenergy logo
The course delivered linked back to and was referred to our company statement. The trainer was very easy to talk to and tailored our training to our needs, products and services. Thank you.

-WINenergy Pty Ltd

WINenergy logo
The course was a great tool to reinforce current practice, build confidence and offer alternatives and skills to the staff in the front line - thank you.

-WINenergy Pty Ltd

Bible Society Australia logo
All involved enjoyed the training course now itÆs up to the staff to take these tools and apply it to their daily work. Joseph catered the course for the different issues we are having in our office in regards to the phones and delivered it well. We found the training course very useful and relevant for our work. Joseph was very clear with his communication and it was great that the course was interactive. All staff that attended were very pleased with the presentation.

-Bible Society Australia

Freshcare Ltd logo
I was very impressed at how helpful the pd training staff were while organising the training course. The confirmation and follow-up calls were much appreciated.

-Freshcare Ltd

Westfarmers Insurance logo
Anne was great! Delivered exactly what we wanted! I am very happy with the result.

-Wesfarmers General Insurance Ltd

Salesian College logo
Karen, our trainer, was very easy to listen to and I was very impressed with the way she integrated the material I had given her prior to the course, which covered our specific issues. Would be very happy to have Karen attend here again. Most enjoyable.

-Salesian College

Southcott Hydraulics logo
The whole experience and content was excellent Thanks very muuch!

-Southcott Hydraulics

RT Health Fund logo
Loved the trainer and would ask for her again when we do our next workshop through you.

-RT Health Fund

Cegedim logo
I would like to thank Anne for all her help prior to the training and also for her delivery of the session which was excellent. Provided training in a very relaxed and enjoyable atmosphere - trainer talked with us not at us.

-Cegedim RM

Westfarmers Insurance logo
It is an absolute pleasure working with Karen and Anne. No matter how demanding I am with our training requests, they are able to provide an outstanding solution - and with the best of service and humour.

-Wesfarmers General Insurance Ltd

Downer EDI Engineering logo
Excellent training, well worth it!

-Downer EDI Engineering Pty Ltd

Department of Infrastructure and Transport logo
The Lego and play-do is excellent. But seriously, great training and delivery! Cheers.

-Department of Infrastructure and Transport

Department of Infrastructure and Transport logo
Ross was an exceptional presenter. His energy and knowledge were beyond reproach.

-Department of Infrastructure and Transport

Department of Infrastructure and Transport logo
Trainer was fantastic and engaged with everyone in the room. Would recommend pd training to others.

-Department of Infrastructure and Transport

Office of the Registrar of Indigenous Corporations logo
Ross was fabulous, easy going, and the feedback from staff is the most positive I've heard. Usually they are a pretty cynical bunch about training, but they really enjoyed the training and got a lot from it.

-Office of the Registrar of Indigenous Corporations

Hastings Deering logo
It was an awesome session, even though we had little time, I really enjoyed it. The most important thing that I learned was "Treat people the way they want to be treated not the way you want yourself to be treated".

-Hastings Deering (Aust) Ltd

Hastings Deering logo
I thought Annette's enthusiasm was infectious. She kept us on track and interested. I think she is the best trainer I've ever done a course with.

-Hastings Deering (Aust) Ltd

Haileybury logo
I was delighted with the day and gained so much that I will apply to my position. Karen was an outstanding presenter and I will now look to undertake other courses. With thanks.


Altitude Financial logo
We will definitely use you again for the Professional Telephone course as the notes and de-brief from the candidate was very comprehensive.

-Altitude Financial Group

APP Corporation logo
Megan allowed me to ask her any specific questions I had related to the course topic. She also tailored the course to suit our needs. The venue was amazing. I have never seen such a fun reception area in my life! There were too many lollies though. It's hard to concentrate when you're having a sugar crash after a morning tea consisting of chocolate bars. Was glad that some fruit was served as well... The manual is useful and I have already started referring back to it for key information we learned at the course. Thanks for a great day.

-APP Corporation Pty Ltd

Matchworks logo
Karen was a delight to have a as trainer, she was enthusiastic and very helpful and the lunch that pd training provided was excellent.


Downer EDI Engineering logo
It was a good day of refreshing existing skills & also learning & utilising new ones! Also Ryan (who I originally spoke to when enquiring about the course) was extremely helpful & professional & followed up with me 2 days after the course.

-Downer EDI Engineering

Altitude Financial logo
I learnt a lot from the course and also had fun whilst doing it.

-Altitude Financial Group

Fisher Adams Kelly logo
Very impressed with the course. Not only did I learn a lot, but I had fun also. The group size was perfect and everyone was made to feel welcome and at ease.

-Fisher Adams Kelly

Downer EDI Engineering logo
The Course was very helpful and has given me a better understanding with how to deal with difficult customers. Also a big thank you to Karen who was a wonderful teacher.

-Downer EDI Engineering

Vadals logo
I thoroughly enjoyed the course. The trainer could not have done anything better if she tried as she was awesome.


Aftercare logo
The course was very engaging and the facilitator was extremely helpful.


Aftercare logo
The course was delivered professionally on all fronts and was packaged with extra value through the good humour and social intelligence of the trainer. I enjoyed the training and appreciated your good trainer.


Aftercare logo
The best training and active from the start to the end, She takes the attention from start to the end of time, Well done.


More happy clients

Course Outline
Professional Telephone Skills Training Course - Online Instructor-led 3hours

Download Professional Telephone Skills - Online Instructor-led 3hours Course Outline


This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.

The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.

Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.

Professional Telephone Skills - Online Instructor-led 3hours - Lesson 1
Your Personality/Your Telephone Voice
  • REACH Review – Communication Evolution Tool
  • The Communication Model
  • The ABCDE (Five Qualities) of a Good Telephone Voice
  • Your Welcome – Should HAIL
  • Voice Modulation – The 6 P’s to Para verbal Communication
  • Reflection
Professional Telephone Skills - Online Instructor-led 3hours - Lesson 2
Gaining Your Client’s Trust
  • You Never Get a Second Chance to Make a Good First Impression
  • Create a Positive First Impression:
  • 4 Key Parts to Your Phone Greeting
  • Put Your Clients at Ease with Positive Language
  • Show Urgency
  • Getting to the Point Quickly - Saying Too Much
  • Ending a Call Politely and Professionally
  • Put It Into Practice
  • Reflection
Professional Telephone Skills - Online Instructor-led 3hours - Lesson 3
Handling Barriers Over The Phone
  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection
Professional Telephone Skills - Online Instructor-led 3hours - Lesson 4
Effective Questioning
  • Good Questioning Techniques
  • Ask Yourself the Following 5
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Reflection
Professional Telephone Skills - Online Instructor-led 3hours - Lesson 5
Irate Clients
  • How to Deal with Angry Clients
  • The Challenge of Angry Clients
  • Do Not Allow Negative Emotions to Affect You
  • High Emotion – Low Intelligence
  • Use the HEAT to Defuse an Irate Client
  • Reflection

Client Site Training We’ll focus on what matters most to you and tailor to your context

Live Online or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

We use secure Video Conferencing such as Microsoft Teams or Zoom on request that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Upcoming Classes

Live Online
3-hour course
12:00 PM - 3:00 PM America/New_York
October 21
Filling Fast
November 23
Filling Fast
December 15
Filling Fast
February 22
Filling Fast


  • Time: 12:00 PM - 3:00 PM America/New_York
  • Small classes, average 5 people, max 20
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)
  • Live online interactive session with an expert trainer


When you book a Public Class with PD Training you can expect:

PDT Activities and discussion

To Be Engaged All Day

Activities and discussion for engaged learning all day.

Real world trainer

An outstanding trainer

On average PDT trainers have 15 years industry experience and 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company.

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Not exactly what you needed? Try other courses in the Live online & Hybrid Courses Category