Telephone Behavior: Power and Perils, telephone training video aim:

Telephone Behavior: Power and Perils teaches employees how to use proper telephone behavior.

Telephone Behavior: The Power and Perils training video summary:

The telephone is the heart of business communication. Business telephone skills have to be learned in order to achieve successful results in the workplace. Telephone skills are not skills learned at home by using your own personal phone. There is a difference between personal calls and business calls. Telephone skills in the workplace have special rules to be remembered. Telephone Behavior: Power and Perils will review these rules from start to finish.

In Telephone Behavior: The Power and Perils, a marketing department assistant manager prepares to give the community a presentation on professional telephone skills. The assistant’s own skills are not up to par. Someone steps in to show her the mistakes she is making and how to improve her skills.

This telephone training video teaches anyone who uses the phone at work how to answer phone calls with a “verbal handshake”. Viewers will also learn the importance of preparation, understanding, information gathering, and use of the caller’s name to establish trust. Telephone Behavior: The Power and Perils also teaches viewers that the same rules apply for voicemail, whether leaving a message or recording their own.

Telephone Behavior: Power and Perils telephone training video key outcomes


-Improve telephone representation


-Communicate effectively


-Improve telephone skills

Training resources

Video (25 mins) 
Course leader's guide (PDF)