HR Management & Compliance

Talk About Telephone Training

The material in today’s Advisor is adapted from BLR’s 10-Minute HR Trainer session, “Telephone Etiquette.”

Don’t forget to train employees to follow proper etiquette when receiving phone calls. Here are several best practices for answering the telephone.

  • Answer promptly if you are not relying on voicemail pickup.
  • Greet the caller with a friendly tone, identifying yourself and your department.
  • Get the caller’s name, if you don’t already know it, and write it down.
  • Ask how you can help, which not only shows your willingness to assist the caller but also helps you quickly determine the reason for the call.
  • Use the caller’s name in conversation to personalize the communication.
  • Provide the caller with information he or she needs or promise to follow up, and call back with the information or send it by mail or e-mail.
  • If you need to put a caller on hold, always ask if it is all right first, and keep holds very short.
  • If you must transfer a caller, get a brief summary of the reason for the call, which will help you decide to whom to transfer the call. Take the caller’s name and phone number in case the transfer fails. Give the caller the name and phone number of the person you are transferring him or her to in case the transfer fails. Call the person the caller needs to speak to and explain who is calling and why.
  • Conclude calls politely, asking if there is anything else you can do for the caller.

Yes, you do have the budget and time to train managers and supervisors with BLR’s 10-Minute HR Trainer. Try it at no cost or risk. Get details.

Applicable Regulations


Training Tips

  1. Lead a discussion about how important it is for participants to conduct themselves properly when using the telephone at work and how it is a reflection of their professional image.
  2. Role-play some phone calls with volunteers and have the group critique the performance.

Knowledge Review

  • Distribute copies of the handout and discuss the guidelines for telephone etiquette.
  • Have participants complete the Telephone Etiquette Quiz. It provides a useful review of the subject.

Train your line managers with BLR’s 10-Minute HR Trainer. There won’t be time for classroom boredom. Try it for free.

As you can see from the Knowledge Review section, 10-Minute HR Trainer sessions include a trainer’s outline, a takeaway handout, and a follow-up quiz. And you get all these for 50 key HR topics right off the bat in the initial book—plus quarterly updates with more essential training.

With this training resource, we’ve provided an easy-to-manage program that lets you train in discrete, 10-minute chunks. It’s a program that’s easy for you to deliver and that requires little time from busy schedules. And it’s remarkably affordable.

As its name implies, this product trains managers and supervisors in critical HR skills in as little as 10 minutes for each topic. 10-Minute HR Trainer offers these features:

Trains in 50 key HR topics under all major employment laws, including manager and supervisor responsibilities and how to legally carry out managerial actions from hiring to termination. (See a complete list of topics below.)

Uses the same teaching sequence master teachers use. Every training unit includes an overview, bullet points on key lessons, a quiz, and a handout to reinforce the lesson later.

Completely prewritten and self-contained. Each unit comes as a set of reproducible documents. Just make copies or turn them into overheads and you’re done. (Take a look at a sample lesson below.)

Updated continually. As laws change, your training must as well. 10-Minute HR Trainer provides new lessons and updated information every 90 days, along with a monthly Training Forum newsletter, for as long as you are in the program.

Works fast. Each session is so focused that there’s not a second’s waste of time. Your managers are in and out almost before they can look at the clock, yet they remember small details even months later.

Evaluate It at No Cost for 30 Days

We’ve arranged to make 10-Minute HR Trainer available to our readers for a 30-day,    in-office, no-cost trial. Review it at your own pace and try some lessons with your colleagues. If it’s not for you, return it at our expense. Click here and we’ll set you up with our 10-Minute HR Trainer.

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