Seminar goal

Communication by telephone is in many service companies a dominant way of communicating with customers. This type of business communication has its specificities and laws which we have to be familiar with if we want to offer high-quality services. A satisfied customer will come back, while an unsatisfied one will tell about his dissatisfaction to at least 10 people. Therefore, high-quality services have a crucial place in keeping the old customers and getting the new ones, as well as in the customer’s perception of the company.
We all know how much we value a pleasant voice and a polite interlocutor full of understanding when we need a piece of information or to deal with a problem. The ways to achieve this type of telephone communication are neither particularly expensive nor particularly difficult, but their importance is extremely high.
Seminar goal is the development and improving of decision making skills, knowledge and competences that are vital for successful telephone communication. Through this seminar, participants will learn key competencies that modern employee must have – and techiques for mastering them, practical steps for developing their own skills. The training leader will pay special attention to the psychological and practical aspects of telephone communication applied to concrete business situations.

Who is the seminar for?

The seminar is designed for customer service workers of all levels, and all others who want to develop their telephone communication skills.


The training is organized in the form of workshops that are primarily oriented to experiential learning of the necessary skills. Our workshops are characterised by dynamic, interactive work with plenty of exercises that enable our participants to experience and practice directly the use of necessary skills. Besides that, during training, participants are constantly provided by feedback from the trainer. Participants are divided into teams of three or four that compete to each other. They are also constantly encouraged to exchange their experiences with their colleagues.

We use combined methods of learning:
• Presentations of key theory concepts
• Role-play
• Video feedback
• Teams competition
• Study cases
• Critical situations analysis
• Discussions
• Panels
• Demonstrations
• Brainstorming etc.


Optimalno trajanje seminara je 8 sati..

After attending the seminar, participants will be trained

  • • To describe and explain successful models and principles of business communication by telephone
    • To analyze, identify, detect and assess the correct and incorrect actions (errors) that occur in the telephone communication process and how to avoid typical mistakes
    • To apply successful models and principles of business communication by telephone
    • To build syntheticly their own style of communication by telephone

From the content of the seminar

  • • Buka u komunikacijskom kanalu: brisanje, poopćavanje, distorzija
    • Značenje prvog dojma
    • Glas kao instrument
    • Priprema telefonske komunikacije
    • Preusmjeravanje poziva
    • Primanje poziva
    • Primanje poruka
    • Što klijent očekuje
    • Kako slušati i govoriti
    • Pozitivna energija i stres
    • Zrcaljenje
    • Koncizno izražavanje
    • Kako dati neželjenu informaciju
    • Komunikacija s neugodnim klijentima
    • Rješavanje prigovora i pritužbi
    • Komunikacija s različitim tipovima osoba
    • The noise in the communication channel: deletion, generalization, distortion
    • The meaning of first impression
    • The voice as an instrument
    • Preparation of telephone communication
    • Call forwarding
    • Receiving calls
    • Receiving messages
    • The clients expects
    • How to listen and talk
    • Positive energy and stress
    • Mirroring
    • Concisely express
    • How to give unwanted information
    • Communication with unpleasant customers
    • Complaints and grievances
    • Communication with different types of people

Number of participants

The optimal number of participants: 8 – 12.