Telephone training course, seminar: Successful telephone calls – friendly, confident, clear and respectful communication on the telephone
Professional telephone communication: simply successful telephone calls in customer service, customer care, support, switchboard and reception – even in difficult situations.
In the Telephone training optimise your telephone communication. After the seminar, you will know the laws and rules of telephone contact and will be able to control different call situations confidently, successfully and profitably.
Even with difficult call partners, you can use complaints and claims as an opportunity for customer loyalty.
In-house seminars with content tailored to your needs:
In-house seminars with content tailored to your needs:
In-house seminars with content tailored to your needs:
Target group: Anyone who wants to improve their impact and demeanour on the telephone
Objectives of the Telephone training: Participants learn how to make themselves likeable on the telephone and guide their partner actively and purposefully through the conversation. They train their ability to express themselves to convey confidence and competence during the conversation. They learn how to remain confident even in difficult situations.
Preparation for telephone training course
- Participants fill out a password-protected expectations questionnaire online before the training. I use the results to put together the exact seminar content and the course.
Seminar content: Telephone training course
- Basic principles and evaluation criteria for service- and customer-orientated telephone calls
- Messaging on the telephone and professional closing the call: What really comes across – the best first impression
- Qualifying conversations: determine all important data, create a meaningful telephone memo if required
- Positive language and rhetoric: choosing and optimally using up-to-date formulations in a targeted manner
- Active listening and paraphrasing: formulating information in your own words
- Magical and tragic words on the Telephone: how to purposefully avoid conflicts, example formulations for typical Telephone situations
- establishing contact and building trust: formulate positively and convincingly
- Recognising caller types and customer types and reacting appropriately, techniques for dealing with dissatisfied customers
- Use questioning techniques optimally such as activation questions, open/closed questions, alternative questions
- Mastering difficult situations with confidence: Dealing with angry callers – recognising unwanted calls and closing them in a friendly and professional manner
- If required: developing individual call elements and call guidelines
- Practical exercises with situations from the participants‘ everyday calls and detailed evaluation with an evaluation sheet
- Optional: Structuring, copywriting, formulating and planning with the support of artificial intelligence (AI) such as ChatGPT, Copilot, Gemini, Claude, Perplexity, Tips and tricks for meaningful use - create prompts in a targeted and accurate manner, recognise and correct incorrect formulations or incorrect results from AI
Methods
- Trainer input, question-based development
- Discussion of examples, evaluation of discussions
- Active work with learning materials such as quick reference cards or checklists
- Formulation exercises, development of formulation aids
- Small group work with debriefing in plenary
FAQ – Seminar, Training Course, Workshop: Telephone Training – Professional Communication on the Phone
What is the aim of the course?
You speak clearly, confidently and professionally on the phone – even in challenging situations. You convey competence and friendliness, handle objections well and structure conversations effectively.
Who is this course for?
For anyone who communicates regularly by phone – in customer service, reception, sales, internal coordination, support, technical service or public administration.
What topics does the course cover?
You learn to open calls confidently, steer conversations clearly, manage complaints, defuse emotional reactions, and end conversations positively. Communication techniques are practiced in realistic scenarios.
What is the difference between open and in-house courses?
Open sessions offer new perspectives and cross-industry examples. In-house courses are tailored to your calls, customer base and goals – with custom scripts and role-plays.
How practical is the course?
Highly practical: You train with real cases, develop effective wording and receive direct feedback – for immediate impact in your day-to-day phone conversations.
Can the course be adapted to our organization and calls?
Yes. In-house sessions are based on your sector, customer concerns and internal language. Request your quote using our form or via email to info@uwefreund.com.
Is the course worth it?
Yes. You reduce misunderstandings, increase customer satisfaction, and strengthen your professional impression. Better phone communication leads to smoother processes and stronger relationships.
How do you gather expectations beforehand?
We provide an online questionnaire before the course. You can also submit phone scenarios or challenges – for a fully relevant and personalized session.
What’s the ideal group size for in-house training?
6 to 10 people works best for active training. Larger groups can attend compact workshops or impulse sessions with adjusted interaction formats.
What materials will I receive?
You get a visual summary of the course, a practical handbook, role-play templates, A5 quick-reference cards, checklists, and editable documentation in Word format.
Is the course available online as well?
Yes. All trainings can be conducted live online using MS Teams, Webex or your company platform – with active practice, discussion and coaching.
How long is the course? What formats are available?
Online or on-site: 1 day or 2 × 0.5 days. In-house intensives: 2 compact days or scheduled with breaks. Compact courses: 0.5 or 0.75 day. Keynotes: 60–120 minutes. Open online training: 1 day, adjusted for 1–2 participants.
Seminar documents, manual, reference cards and service for your time management seminar
- Detailed seminar manual or seminar documents with exercises. Seminar documents with exercises,
- Short reference card in DIN A5 format for a quick overview,
- Additional material and PDF photo protocol by email,
- Support after the time management training: Simply by email or via the knowledge blog - participants can also ask questions and request tips after the seminar.
Your communications skills trainer:
Uwe Freund: Communication trainer, coach, text optimiser. Uwe Freund has been supporting companies since 1989 as a communication trainer, speaker, coach and consultant for business writing skills and complaint management by letter, email, chat and social media as well as time management, telephone dialogue and presentation.
He advises companies in German-speaking countries on the redesign of written and verbal communication as well as the concrete implementation through text optimisation of templates, building blocks and templates. His industry expertise focuses on financial services, insurance, law firms and law firms, automotive, IT and software, clothing/fashion. Uwe Freund lives in Munich.
- Studies: Politics, German Studies and Psychology in Frankfurt am Main and Munich - Degree: M. A. (Magister/Master)
- Qualifications: Certified coach based on transactional analysis; further training: Gestalt, NLP, TCI, conflict management, group dynamics, physiology and sports training methodology, energetic psychology (MPC), INSIGHTS MDI (accredited counsellor), Lumina Spark (accredited counsellor)
- Seminar languages: German, English
- Seminar topics: Written communication and business writing such as letters and emails, live chat, professional formulation and copywriting, telephone dialogue, customer service and complaint management, time management and productivity, pyramid style presentations, presentation, facilitation
- Memberships: BJV Bayerischer Journalistenverband / German Journalists' Association, DIN Deutsches Institut für Normung e. V. / German Standardisation Organisation (member of the working committee "Text and information processing for office applications")
Your communications skills trainer:
Cameron Paul studied German, French and Japanese in New Zealand. During his master's degree, he specialised in translation into his native language, English.
After his certification, he worked as a trainer in New Zealand, Japan, France and England and now lives and works as a communication trainer in the Munich area.
For more than 25 years he has been supporting companies, individuals and groups as a trainer, coach and mediator on topics such as professional communication, conflict management, group dynamics and decision-making processes.
Particular areas of expertise include the automotive industry (technology and management development), the chemical industry (diagnostics, biochemistry and silicone technology), lighting and electronics, software development for safety systems, psychology and psychotherapy, group leadership.
- Qualifications: Master (M. A.) in French Literature and Translation; Bachelor (B. A.) in German, French and Japanese; Numerous advanced training courses in the areas of training, group dynamics and personal development
- Activities: Communication trainer, coach and mediator, Psychological counsellor, Training in written communication skills in English
- Seminar languages: English, German, French
