Course Information

Telephone Communication Skills

Help participants prepare, speak clearly, listen effectively and handle telephone interactions professionally with customers, partners and colleagues.

Instructor facilitating communication skills for corporate management teams

Instructor presenting in a training class

Participants joining a training activity

Discussion in a corporate training program

Instructor guiding participants through practice

Group activity during the training course

Participant group photo at the end of the course

Table of Contents

Course Introduction
Learning Objectives
Target Participants
Course Content
Training Methodology
Class Information
Learning Materials & Certification
Training Faculty
Masterskills Profile
Representative Clients

1. Course Introduction

Telephone Communication Skills is increasingly important as organizations need practical capability that connects strategy, daily execution and measurable results. Without a structured approach, teams often rely on experience alone, making outcomes inconsistent and difficult to sustain.

This course provides the concepts, tools and practice needed to strengthen professional telephone communication. Participants learn how to analyze current situations, select appropriate methods and apply them to realistic workplace cases.

The program is designed for practical application. Through discussion, exercises and guided reflection, participants build a clear action orientation and prepare to transfer learning into their own work environment.

2. Learning Objectives

Explain the core principles and business value of professional telephone communication.
Analyze current practices, gaps and risks related to telephone communication principles.
Use practical tools and templates to apply preparation before calls in workplace situations.
Coordinate with relevant stakeholders and communicate expectations clearly during implementation.
Handle common obstacles, deviations or resistance without losing focus on objectives.
Build an action plan to apply, monitor and sustain improvements after the course.

3. Target Participants

Business Leaders, Managers and Department HeadsNeed to translate objectives into execution, manage people and improve team performance.
Middle Managers, Supervisors and Team LeadersDirectly assign work, monitor progress, support employees and handle day-to-day performance issues.
Project Leaders and Cross-Functional CoordinatorsNeed to align priorities, coordinate stakeholders and ensure follow-through across teams.
HR, L&D and High-Potential ProfessionalsWant to strengthen practical management capability for current or future leadership roles.

4. Course Content

The six-part course content covers telephone communication principles, preparation before calls, voice, language and tone, listening and questioning by phone, handling difficult calls and call closing and follow-up, moving from foundation to practical workplace application.

PART 01 Telephone Communication Principles

Define telephone communication principles and its role in professional telephone communication.
Clarify key concepts, terms and expected outcomes.
Identify common challenges and failure points in real work.
Connect the module content with team performance and business results.
Use a practical checklist or framework to analyze the situation.
Review workplace examples and discuss lessons learned.
Practice applying the method through a job-relevant case.
Summarize key takeaways and actions for implementation.

PART 02 Preparation Before Calls

Define preparation before calls and its role in professional telephone communication.
Clarify key concepts, terms and expected outcomes.
Identify common challenges and failure points in real work.
Connect the module content with team performance and business results.
Use a practical checklist or framework to analyze the situation.
Review workplace examples and discuss lessons learned.
Practice applying the method through a job-relevant case.
Summarize key takeaways and actions for implementation.

PART 03 Voice, Language And Tone

Define voice, language and tone and its role in professional telephone communication.
Clarify key concepts, terms and expected outcomes.
Identify common challenges and failure points in real work.
Connect the module content with team performance and business results.
Use a practical checklist or framework to analyze the situation.
Review workplace examples and discuss lessons learned.
Practice applying the method through a job-relevant case.
Summarize key takeaways and actions for implementation.

PART 04 Listening And Questioning By Phone

Define listening and questioning by phone and its role in professional telephone communication.
Clarify key concepts, terms and expected outcomes.
Identify common challenges and failure points in real work.
Connect the module content with team performance and business results.
Use a practical checklist or framework to analyze the situation.
Review workplace examples and discuss lessons learned.
Practice applying the method through a job-relevant case.
Summarize key takeaways and actions for implementation.

PART 05 Handling Difficult Calls

Define handling difficult calls and its role in professional telephone communication.
Clarify key concepts, terms and expected outcomes.
Identify common challenges and failure points in real work.
Connect the module content with team performance and business results.
Use a practical checklist or framework to analyze the situation.
Review workplace examples and discuss lessons learned.
Practice applying the method through a job-relevant case.
Summarize key takeaways and actions for implementation.

PART 06 Call Closing And Follow-Up

Define call closing and follow-up and its role in professional telephone communication.
Clarify key concepts, terms and expected outcomes.
Identify common challenges and failure points in real work.
Connect the module content with team performance and business results.
Use a practical checklist or framework to analyze the situation.
Review workplace examples and discuss lessons learned.
Practice applying the method through a job-relevant case.
Summarize key takeaways and actions for implementation.

5. Training Methodology

The class is delivered in small groups with a learner-centered approach. The instructor presents concise concepts, facilitates discussion, leads case practice, provides feedback and helps participants convert knowledge into applied workplace behavior.

Group Discussion Individual Exercise Group Presentation Brainstorming Techniques Guided Practice with the Instructor Experiential Project In-Class Activities Role-Play Activities Class Presentation

6. Class Information

Expected Opening Date	Schedule	Training Hours	Location	Tuition Fee	Register
To be updated	Saturday – Sunday	08:30 – 16:30	Ho Chi Minh City	VND 4,500,000	Register
To be updated	Monday – Thursday	18:00 – 21:30	Hanoi	VND 4,500,000	Register

10% discount for early registration at least 15 days in advance, groups of three or more participants, or loyal clients.Reserve a Seat

Note:The opening schedule is tentative and may be adjusted based on the number of registered participants, class delivery conditions and the actual training plan. Masterskills will confirm the official schedule with participants before the opening date.

Duration:2 days / 4 sessions; maximum 35 participants per class.
Ho Chi Minh City:224 Dien Bien Phu, Ban Co Ward, Ho Chi Minh City.
Hanoi:51 Le Dai Hanh, Hai Ba Trung Ward, Hanoi.
Corporate In-House Training:Delivered at the office or factory; pricing is based on design scope, delivery location and class size.
Additional Costs:Instructor travel and accommodation costs are determined by the delivery location, if applicable.

7. Learning Materials & Certification

Participants receive copyrighted course materials prepared by Masterskills, practice handouts, self-assessment forms and reference materials aligned with business situations.

Copyrighted Course MaterialsStandardized content updated according to course objectives.

Practical ToolsChecklists, handouts, feedback templates and personal action plans.Explore the Toolkit

Masterskills course completion certificate sample

Certificate of Course Completion

Participants who meet attendance and practice requirements are awarded a Masterskills certificate of course completion.

8. Training Faculty

Masterskills instructors and experts have practical management, consulting and training experience in areas relevant to the program content.

MBA. Vu Lai Doan Trang

Human resource development and leadership expert. Leadership development, learning and development, customer service and organizational operations.

TS. Thai Tri Dung

Human resource management and behavioral psychology expert. Leadership, managerial psychology, negotiation, culture and organizational behavior.

View Instructor Profile

9. Masterskills Profile

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Masterskills training capabilities, areas of expertise, delivery methodology and experience partnering with organizations.

Customer testimonials after attending Masterskills courses

Client Feedback

“The Telephone Communication Skills course provides practical content, work-relevant practice activities and clear facilitation. The instructor helps participants use suitable tools, analyze situations and build options that can be applied after the program.”

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