Ideas for a course on..........telephone techniques.


So I have some of these, (which is good because I may have to build a course on telephone answering techniques), but really just putting it out there as an exercise in imagination for the Community - thought it might be quite fun.

For example:

1> Use Storyline's wonderful branching abilities to create a " just gets worse and worse..." type of scenario. When you make a bad decision on what was said, you get forced down a route that you cannot recover from.

2> Scenario based options using layers to see what happens depending on choices you make.

3> Video of good and bad techniques.

4> Audios of the various mistakes that you can make

5> Using Zooms and Markers to explain WHY certain bits of information are in a call script.


Any other ideas and creative gems that I can openly plagiarise and steal?



5 Replies
Bruce Graham

Thanks Kate.

Thinking about it a bit more, that would be a lovely way to run a scenario - i.e. demonstration rather than participation - showing how even a slight deviation from the "corporate script" can have pitfalls.

That would help to explain WHY "...we do things that way around here..." (often something that companies etc. do not explain).

Thanks for your help and thoughts.


Doug Mattson

Hi Bruce and Kate!

I have a project that involves...telephone techniques! Almost 3 years after your original post. :-) Wondering if you (and the community at large) have any examples, successful ideas, or cautionary tales to share?

The module I'm going to develop will involve both technical process (conference, hold, etc) and soft skills (greeting, etiquette, etc).

Also looking for ideas and creative gems that I can openly plagiarise and steal. :-)


Bob S

Hey Bruce,

I'm a big proponent of mixing things up sometimes. and messing with the standard sequencing.  Think about one of the modern movie-making techniques of showing the outcome first, then rewinding to show what happened leading up to it....

So have you thought about showing two customer outcomes first, then working backwards to have the learner make choices that lead up to one they want?

On a similar note, might consider showing only the really really over the top bad outcome, then rewind to show the decision points where they could have changed it.  If they navigate those choices successfully, replace the bad outcome with a good one.

These modern Hollywood approaches might be a welcome twist for your learners.