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Whether you work in an office, in a customer service role, in management or even if you have no work experience, being able to communicate effectively is vital. This course aims to give practical knowledge and skills, so you can communicate effectively and understand telephone etiquette. Employees who know how to handle the diverse situations using skill and professionalism, are an asset to any organisation. Give yourself an advantage over your competition with a well-recognised qualification on your CV.

Learning with Global Edulink has many advantages. The course material is delivered straight to you, and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand.

This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will build your confidence to secure your qualification.

Who is it for:

  • This course is perfect for anyone who is hoping to work in a call centre
  • This course would also be helpful for anyone working in an office, reception or customer service role

Course Description:

This online training course is comprehensive and designed to cover the topics listed under the curriculum.

Method of Assessment:

At the end of the course learners will take an online multiple choice questions assessment test. This online multiple choice questions test is marked automatically so you will receive an instant grade and know whether you have passed the course.


Successful candidates will be awarded a Mastering Telephone Etiquette and Communication Strategies certificate.

Entry Requirements:

Learners must be age 16 or over and should have a good grasp of the English language, literacy, numeracy and ICT.

Career Path:

This course could help you become:

  • Telemarketer
  • Telesales
  • Customer Service Advisor
  • Patient Support Advisor
  • Contact Center  Operator
  • Call Center Agent
  • Claims Handler
  • Telephone Researcher

Course Curriculum

module book 01 – telephone etiquette
Getting Started – Telephone Etiquette 00:00:00
Aspects of Phone Etiquette 00:00:00
Using Proper Phone Language 00:00:00
Eliminate Phone Distractions 00:00:00
Inbound Calls 00:00:00
Outbound Calls 00:00:00
Handling Rude or Angry Callers 00:00:00
Handling Interoffice Calls 00:00:00
Handling Voicemail Messages 00:00:00
Methods of Training Employees 00:00:00
Correcting Poor Telephone Etiquette 00:00:00
Wrapping Up – Telephone Etiquette 00:00:00
module book 02 – communication strategies
Getting Started – Communication Strategies 00:00:00
The Big Picture 00:00:00
Understanding Communication Barriers 00:00:00
Paraverbal Communication Skills 00:00:00
Non-Verbal Communication 00:00:00
Speaking Like a STAR 00:00:00
Listening Skills 00:00:00
Asking Good Questions 00:00:00
Appreciative Inquiry 00:00:00
Mastering the Art of Conversation 00:00:00
Advanced Communication Skills 00:00:00
Wrapping Up – Communication strategies 00:00:00
mock exam
Mock Exam: Mastering telephone etiquette and communication strategies 00:40:00
final exam
Exam: Mastering telephone etiquette and communication strategies 00:40:00
£199 £49 (inc. VAT)

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  • 365 Days
  • Course Certificate
  • 10Guided Learning Hours
  • Course Material
  • 02 Number of Modules
  • Exam Included

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CPD Accredited

Accredited Qualification


Unit Summary


Accredited by CPD & iAP

Awarded by iAP

CPD Accredited

CPD Membership No: 10582

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cv All students enrolled with Global Edulink are entitled to a CV Writing and Interview Skills Pack, which includes CV templates, cover letter guidance, and advice for interviews. MORE INFO
cv If you need career support Global Edulink is here for you. We provide excellent career support through our Career Support Service.

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NUS Extra Card

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Course Reviews


1 ratings
  1. Justus Sigmund

    Great Course

    Great Course Content! Learn from anywhere using personal devices and pdf is a good way to learn.