Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.  

This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Parramatta, Canberra and Perth.

Please click on the Public Class tab below to view our Professional Telephone Skills Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Professional Telephone Skills Training Course

Your Learning Outcomes
Professional Telephone Skills Training Course

After completing this course participants will have learned to:
  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client's trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to professionally manage irate customers
  • Learn tips for handling a busy reception
  • Phrase words more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication
  • Leave effective voicemail messages 
Duration: 1.0 day course

Your giving outcomes
every time you book with us we give
to someone in need for you




Reviews

Professional Telephone Skills Training Course Reviews:

"I think it was a great training lesson. Not only did I receive phone skills, I believe I learnt values and lessons in Life. Leigh was very inspiring."

my-training.net

 

"Our presenter was very engaging, and said it how it is, so easy to imbed the information. She sat with us unless writing on the white board which gave a relaxing environment to learn in."


-Water NSW

 

"Great delivery, was kept engaged and not wanting to go to sleep, relevant and questions were answered effectively, educator was wonderful and easy to interact with."


-Water NSW


 

"I was lucky enough to be a participant in Jo’s training and from a personal perspective, we all found great understanding in the LDP Reports and Jo was thoroughly able to explain the differences between all achieving and relating dimensions, as well as an in-depth overview of the grid."


-Plantation Homes


 

"Candy was a lovely lady & great teacher, she used her own circumstances (wether true or false) to engage you in the training, I call this trick teaching. She is great trainer for your company."


-Multiarray


 

"I really like the way we were trained as it is not only practical but fun as well."


"Anita allowed the group to discuss items relative to us to resolve concerns, without rushing us to the next topic."


"The whole team was very engaged and enjoyed the course. The manual is very comprehensive and considering the amount of information, attendees might not refer to it afterwards. The submitted summary of the Stulz specific outcomes will be distributed to all attendees for easy and quick reference. Thanks to Anita!"


"I really enjoyed participating in the Professional Telephone Skills Training Course and found Anita to be very informative in delivering valuable information through her teaching. We can now all confidently implement her teachings in our work place. Anita is a professional,warm and fun person who was able to interact in a positive manner at all times with our group. Thanks Anita!"


-STULZ Australia Pty Ltd


 

"Candy was a fantastic trainer, she focused on what we felt we needed the most help with and then built on other topics. She was very enthusiastic and I really enjoyed the day."


-U-Tech Medical


 

"This course was modified to suit our industry to an acceptable level and gave intelligent content to suit DBC's needs."


-DBC Group Pty Ltd


 

"Anne is a great trainer, she really put so much effort into myself and the other student. She was enthusiastic and motivational! i really enjoyed my day at the course!"


-Individual Participant


 

"The student manual was very helpful with my learning. I felt that my trainer was very attentive to my learning needs and was very helpful in guiding me through the activities despite having two participants with very different styles; driver and counselor."


-The Salvation Army Special Search Service


 

"Fantastic Course. Loved it...definitely a course to recommend. I think I will be doing a refresher in 6 months...always have a second look!"


-Gippsland Tanks



"Anne is a great trainer, she really put so much effort into myself and the other students. She was enthusiastic and motivational! i really enjoyed my day at the course!"


-Individual Course Participant


 

"Thank you so much to our amazing trainer yesterday - For a subject that some may consider as 'boring', he made the atmosphere so fun and exciting. The way he presented the subjects was done with so much enthusiasm and he made the course fun. He really knew the subject matter which made it so much easier to understand and relate to. There was also a LOT of emphasis on what we as individuals wanted to know/learn and he made sure to cover everything that we needed to know more about. The course although with structure, was specified around what we wanted to focus on. Thank you so much."


-Upper Murray Seeds


 

"Profiling myself and my team members enables me to manage each individual accordingly."


"As a manger of customer service, it is a challenge getting current staff that have been loyal to the organisation for many years to be enthusiastic about these types of courses. From all staff that attended these sessions on Thursday 1st Sep, I had nothing but excellent feedback. Staff came back motivated and took on what they learnt. They were all very pleased how engaging the trainer was."


"I'm really glad I participated in this program. It taught me how to tackle difficult situations, some things I was doing wrong but didn't realise, and some general improvements. It also reassured me that many of the thing I am currently doing are correct. I specifically like the tips on what questions to ask certain patients (open and closed) and improving the 38% paraverbal communication."


-St Vincent's Private Hospital Melbourne


 

"Anne is a fantastic trainer who enforced the value of clear and precise communication. The most important aspect of this course, is learning that your attitude is vital to workplace happiness and productivity. This week alone has been less stressful because I'm changing my way of thinking towards my colleagues and work. Thank you for being a lovely teacher :)"


-RI Advice Wynyard

 

"During the course we were asked if we have ever listened to what we sound like on the phone, I have multiple times and laughed at how funny I sound. I wasn't aware I could change how I sounded although through this training I now have the tools to review how I portray myself over the phone and will be practicing and improving my manner. Thanks for your personal approach."


-Jones Howard Chartered Accountants


 

"Was fruitful and came across interactions to resolve the issues that we come across in workplace."


-Corrosion Control Engineering


 

"I find it interesting how on the day I thought "Oh yes, I knew this but didn't think of it that way". The more days that pass the more I come to realise that being aware of it is the key and I may have "known" but I really didn't. Now the trick is to put it all into practice!"


-Computer Merchants


 

"Nice classroom with great services including teaching."


-Individual Course Participant


 

"I enjoyed the course tremendously, I would recommend this training company to anyone who wants to improve their skills, I learnt a lot, not only how to polish my telephone skill but also about myself, I enjoyed the profiling we where encouraged to do, it was a very easy, relaxed but professional atmosphere, and a big thumps up to Derek the trainer, he was great and easy to get along with, the food was great and very healthy, the venue was in a great location very easy to get to."


-Cricks Highway


 

"I found Karen really helpful and supportive, great trainer!"


-Department of Health & Human Services


 

"Trainer was very knowledgeable as well as friendly and engaging. Loved my time with him! :)"


-Brisbane Housing Company


 

"Josh is a passionate and engaged facilitator and the key concepts he presented were of interest to me. "


"I thought this was a great training course. I was expecting the 1980 version of Telephone skill but was surprised to see a very modern look at how we communicate with other people. Loved it."


-ADP


 

"This would be the best CC Training Course I have attended. We had a great Trainer but because this course was tailored to suit our customers."


-Department Of Premier And Cabinet


 

"Course was great, learnt awesome lines to say to customers."


-HR Products


 

"The training course is very useful for me. The trainer is very professional. Thanks Ms Ann."


-Evo Metalworks


 

"I really liked the idea of profile markers. This may not be something I use in my everyday phone communications however, it is something I will use when addressing colleagues and stakeholders in a professional and even personal environment."


-ABF


 

"It was very informational. Great day. Derrick is a great teacher and I would love to do other courses through his company."


-Baywood Products


 

"It was a good course, especially when you get introduced to thinking about the 3 aspects of skills, knowledge and attitude in the work environment as a whole."


-ABF


 

"Very happy with the outcome. The trainer was very helpful, initially with ensuring we had the best course lined up to suit our needs and then on the day by delivering the training in a fun, approachable manner. The course content was appropriate and by ensuring she had asked for enough detail beforehand Anne was able to put a little more emphasis and time on the areas that we needed making the course well worth it both from a participants perspective and from the businesses perspective."

 

"I'm more mindful when speaking to customers by keeping in mind the 4 personal markers."


-Hy-Tec Industries NSW


 

"Trainer and course content was excellent. I thought the training was excellent and my team enjoyed it and came away with new tools to use in their work. I did too!"


"I have completed similar courses in this area over the years. I enjoyed this one. The trainer kept you engaged and this of course is most important so you can absorb the information she is providing. Great Job."


-NSW Nurses & Midwive's Association


 

"The training was delivered with a good pace and was very interesting. The LDP profile information was particularly informative and relevant."


-Small Business Development Corporation


 

"I thoroughly enjoyed this course and would recommend it to others in a heartbeat. Joe the trainer made the content fun, interactive and engaging. At no time did I ever feel sleepy or bored. I liked the emphasis on personality types, general professionalism in the workplace, and transforming unconstructive talk using more positive phrases. Joe is a true asset to PDT."


-Law Enforcement Conduct Commission


 

"Course was very good and informative I think I can say that everyone in our group realised that there was only a few minor changes on handling customers and that most of the techniques we have put into place have been implicated correctly. We also learnt a few different techniques and ideas. Enjoyed the course , good team building and Charlene the presenter was easy to listen to and great at including everyone’s input."


-Infringement Management and Operations WAPOL


 

"I found each aspect of the course informative and practical. It is very helpful to refresh knowledge about communication skills. I can apply and incorporate the skills into the daily tasks of my role."

"Structure of the training was very good. Range of activities was excellent and kept me engaged. Thoroughly enjoyed the training yesterday. Jo is a fantastic facilitator, very engaging & high energy >> a great representative for your organisation."

 "The instructor was very good, amusing, interesting, informed. I have a great deal of experience in telephone work and still found myself engaged."


-Registered Organisations Commission


 

"Course material very clear. Karen checked in with all participants on a regular basis to ensure objectives were being met."


-Independent Schools Victoria


 

"Found the personality types really interesting."

"PD Training and our instructor have both been very accommodating in tailoring the course to suit our needs."

"All content was very well articulated and relevant."


-Share and Care Community Services Group


 

"Great everyday tips and information provided."


-Independent Schools Victoria


 

"All good."

"I thoroughly enjoyed this course and our trainer."


-Share and Care Community Services Group


 

"All content was relevant to my daily activities. Highlighted some areas that myself and other staff could improve upon. Gave staff useful and important knowledge about customer service.


 "It was a good revision of some things that we already knew but may have not always been using. The manual to refer to is good."


"Have had 30 yrs experience in our department I think I have a good knowledge on phones and dealing with the public. However, it was a great refresh and I did pick up a few good ideas."


-South Australian Medical Imaging


 

"We need more people like her. She was very funny and made learning fun."


-UHY Haines Norton

 

"Trainer was enthusiastic, knowledgeable and really effectively managed the participants to get the best out of them."

"Trainer provided specific feedback on useful tips staff can use when answering calls. Very helpful."

Fair Work Commission

 

"All of it was beneficial and open and close questions were useful and I didn't think about until yesterday."

Attorney-General's Department SA - Consumer and Business Services

 

WINenergy logo
The course delivered linked back to and was referred to our company statement. The trainer was very easy to talk to and tailored our training to our needs, products and services. Thank you.

-WINenergy Pty Ltd


WINenergy logo
The course was a great tool to reinforce current practice, build confidence and offer alternatives and skills to the staff in the front line - thank you.

-WINenergy Pty Ltd


Bible Society Australia logo
All involved enjoyed the training course now itÆs up to the staff to take these tools and apply it to their daily work. Joseph catered the course for the different issues we are having in our office in regards to the phones and delivered it well. We found the training course very useful and relevant for our work. Joseph was very clear with his communication and it was great that the course was interactive. All staff that attended were very pleased with the presentation.

-Bible Society Australia


Freshcare Ltd logo
I was very impressed at how helpful the pd training staff were while organising the training course. The confirmation and follow-up calls were much appreciated.

-Freshcare Ltd


Westfarmers Insurance logo
Anne was great! Delivered exactly what we wanted! I am very happy with the result.

-Wesfarmers General Insurance Ltd


Salesian College logo
Karen, our trainer, was very easy to listen to and I was very impressed with the way she integrated the material I had given her prior to the course, which covered our specific issues. Would be very happy to have Karen attend here again. Most enjoyable.

-Salesian College


Southcott Hydraulics logo
The whole experience and content was excellent Thanks very muuch!

-Southcott Hydraulics


RT Health Fund logo
Loved the trainer and would ask for her again when we do our next workshop through you.

-RT Health Fund


Cegedim logo
I would like to thank Anne for all her help prior to the training and also for her delivery of the session which was excellent. Provided training in a very relaxed and enjoyable atmosphere - trainer talked with us not at us.

-Cegedim RM


Westfarmers Insurance logo
It is an absolute pleasure working with Karen and Anne. No matter how demanding I am with our training requests, they are able to provide an outstanding solution - and with the best of service and humour.

-Wesfarmers General Insurance Ltd


Downer EDI Engineering logo
Excellent training, well worth it!

-Downer EDI Engineering Pty Ltd


Department of Infrastructure and Transport logo
The Lego and play-do is excellent. But seriously, great training and delivery! Cheers.

-Department of Infrastructure and Transport


Department of Infrastructure and Transport logo
Ross was an exceptional presenter. His energy and knowledge were beyond reproach.

-Department of Infrastructure and Transport


Department of Infrastructure and Transport logo
Trainer was fantastic and engaged with everyone in the room. Would recommend pd training to others.

-Department of Infrastructure and Transport


Office of the Registrar of Indigenous Corporations logo
Ross was fabulous, easy going, and the feedback from staff is the most positive I've heard. Usually they are a pretty cynical bunch about training, but they really enjoyed the training and got a lot from it.

-Office of the Registrar of Indigenous Corporations


Hastings Deering logo
It was an awesome session, even though we had little time, I really enjoyed it. The most important thing that I learned was "Treat people the way they want to be treated not the way you want yourself to be treated".

-Hastings Deering (Aust) Ltd


Hastings Deering logo
I thought Annette's enthusiasm was infectious. She kept us on track and interested. I think she is the best trainer I've ever done a course with.

-Hastings Deering (Aust) Ltd


Haileybury logo
I was delighted with the day and gained so much that I will apply to my position. Karen was an outstanding presenter and I will now look to undertake other courses. With thanks.

-Haileybury


Altitude Financial logo
We will definitely use you again for the Professional Telephone course as the notes and de-brief from the candidate was very comprehensive.

-Altitude Financial Group


APP Corporation logo
Megan allowed me to ask her any specific questions I had related to the course topic. She also tailored the course to suit our needs. The venue was amazing. I have never seen such a fun reception area in my life! There were too many lollies though. It's hard to concentrate when you're having a sugar crash after a morning tea consisting of chocolate bars. Was glad that some fruit was served as well... The manual is useful and I have already started referring back to it for key information we learned at the course. Thanks for a great day.

-APP Corporation Pty Ltd


Matchworks logo
Karen was a delight to have a as trainer, she was enthusiastic and very helpful and the lunch that pd training provided was excellent.

-MatchWorks


Downer EDI Engineering logo
It was a good day of refreshing existing skills & also learning & utilising new ones! Also Ryan (who I originally spoke to when enquiring about the course) was extremely helpful & professional & followed up with me 2 days after the course.

-Downer EDI Engineering


Altitude Financial logo
I learnt a lot from the course and also had fun whilst doing it.

-Altitude Financial Group


Fisher Adams Kelly logo
Very impressed with the course. Not only did I learn a lot, but I had fun also. The group size was perfect and everyone was made to feel welcome and at ease.

-Fisher Adams Kelly


Downer EDI Engineering logo
The Course was very helpful and has given me a better understanding with how to deal with difficult customers. Also a big thank you to Karen who was a wonderful teacher.

-Downer EDI Engineering


Vadals logo
I thoroughly enjoyed the course. The trainer could not have done anything better if she tried as she was awesome.

-Vadals


Aftercare logo
The course was very engaging and the facilitator was extremely helpful.

-Aftercare


Aftercare logo
The course was delivered professionally on all fronts and was packaged with extra value through the good humour and social intelligence of the trainer. I enjoyed the training and appreciated your good trainer.

-Aftercare


Aftercare logo
The best training and active from the start to the end, She takes the attention from start to the end of time, Well done.

-Aftercare


More happy clients



Course Outline
Professional Telephone Skills Training Course

Download Professional Telephone Skills Course Outline

Foreword:

This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.

The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.

Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.

Professional Telephone Skills Training Course - Lesson 1
Providing Effective Client Service
  • Welcome
  • The Ten Commandments of Good Business
  • What Makes An Effective Client Communicator?
  • The Seven Deadly Sins of Service
  • Reflection
Professional Telephone Skills Training Course - Lesson 2
Your Personality/Your Telephone Voice
  • LDP Review – Communication Evolution Tool
  • The Communication Model
  • The ABCDE (Five Qualities) of a Good Telephone Voice
  • Your Welcome – Should HAIL
  • Voice Modulation – The 6 P’s to Para verbal Communication
  • Reflection
Professional Telephone Skills Training Course - Lesson 3
Gaining Your Client’s Trust
  • You Never Get a Second Chance to Make a Good First Impression
  • Create a Positive First Impression:
  • 4 Key Parts to Your Phone Greeting
  • Put Your Clients at Ease with Positive Language
  • Show Urgency
  • Getting to the Point Quickly - Saying Too Much
  • Ending a Call Politely and Professionally
  • Put It Into Practice
  • Reflection
Professional Telephone Skills Training Course - Lesson 4
Handling Barriers Over The Phone
  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection
Professional Telephone Skills Training Course - Lesson 5
Effective Questioning
  • WIIFM
  • Good Questioning Techniques
  • Ask Yourself the Following 5
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Reflection
Professional Telephone Skills Training Course - Lesson 6
Irate Clients
  • How to Deal with Angry Clients
  • The Challenge of Angry Clients
  • Do Not Allow Negative Emotions to Affect You
  • High Emotion – Low Intelligence
  • Use the HEAT to Defuse an Irate Client
  • Reflection
Professional Telephone Skills Training Course - Lesson 7
Prepare Yourself
  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection
Professional Telephone Skills Training Course - Lesson 8
Reception Tips
  • Serving Clients at the Reception: The Dos
  • Serving Clients at the Reception: The Don’ts
  • Reflection
Professional Telephone Skills Training Course - Lesson 9
Professional Voicemail Messages
  • What to Include in a Voicemail Message?
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Practice, Practice, Practice
  • Reflection
Professional Telephone Skills Training Course - Lesson 10
Reflections
  • Create an Action Plan
  • Accountability = Action

In-House Training We’ll focus on what matters most to you and tailor to your context


Delivery Options for In-house training

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Trainng Management Centre which takes care of a heap of things before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Generates Sign in Sheet

(So you don’t have to)

Generates Branded Flyer

If you if you want to ‘promote’ internally

PDF’s of Certificates

(can be co-branded with your logo)

Collects and Reports feedback

(So you don’t have to)

Complete Results Dashboard

(including trainer insights)


What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Do you already have systems and wish they were automatically up to date?

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Public Class Dates for
Professional Telephone Skills Training Course

Details:

  • Time: 09:00:00 - 16:30:00
  • Small classes, average 5 people, max 16
  • Lunch and refreshments included
  • Pay on Invoice or by Credit Card

Questions:

  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)

Wish you had a larger training budget?
With
you can give your team unlimited training
learn more

Location Date 1 Date 2 Date 3 Date 4
Sydney
Karstens Conference Centre, Canada House, Level 1, 111 Harrington Street Sydney NSW 2000
December 11
1.0 day course
$726.00
Missed out
January 20
1.0 day course
$726.00
Filling fast
February 21
1.0 day course
$726.00
Filling fast
March 25
1.0 day course
$726.00
Filling fast
Melbourne
Karstens Conference Centre, 123 Queen Street Melbourne VIC 3000
December 11
1.0 day course
$726.00
Missed out
January 20
1.0 day course
$726.00
Filling fast
February 21
1.0 day course
$726.00
Filling fast
March 25
1.0 day course
$726.00
Filling fast
Brisbane
PD Training Pty Ltd, Level 2, 21 Mary Street Brisbane QLD 4000
December 11
1.0 day course
$726.00
Last chance!
January 20
1.0 day course
$726.00
Last chance!
February 21
1.0 day course
$726.00
Filling fast
March 25
1.0 day course
$726.00
Filling fast
Perth
Karstens Conference Centre, Level 1, 111 St. Georges Terrace Perth WA 6000
December 11
1.0 day course
$726.00
Missed out
January 20
1.0 day course
$726.00
Filling fast
February 21
1.0 day course
$726.00
Filling fast
March 25
1.0 day course
$726.00
Filling fast
Adelaide
International Visualisation Centre, 19 Young Street Adelaide SA 5000
December 11
1.0 day course
$726.00
Last chance!
January 20
1.0 day course
$726.00
Filling fast
February 21
1.0 day course
$726.00
Filling fast
March 25
1.0 day course
$726.00
Filling fast
Canberra
Dialogue, 4 National Circuit Canberra ACT 2600
December 11
1.0 day course
$726.00
Missed out
January 20
1.0 day course
$726.00
Filling fast
February 21
1.0 day course
$726.00
Filling fast
March 25
1.0 day course
$726.00
Filling fast

When you book a Public Class with PD Training you can expect:

Activities and discussion

To Be Engaged All Day

Activities and discussion for engaged learning all day.

Real world trainer

An outstanding trainer

On average PDT trainers have 15 years industry experience 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company.

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Orgmenta app

Embed Learning A great training course is only the beginning to lasting change.

To help you get lasting change from training we engage your participants

Before training

Pre course activity & chat with the trainer about personal learning goals

During training

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

After training

  • Participants can access course materials and extension content + more
  • If they picked an accountability buddy, they will have that meeting as well

We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)

All made easy via our orgmenta participant app

More ways we can help achieve lasting change include:

1. Make it Stick Packs - 6 months of 10-15 minute activities to run at meetings

Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. Follow-Up Coaching by our Trainers

Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. Physical Products - visual reminders to keep key concepts alive

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.

We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.

REACH to my Team
Visualizer / Reminder

The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.

The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.

REACH to my Team Visualizer / Reminder guidelines for use

  • For this activity the simplest way to plot all participants on the REACH Grid is by generating TEAM Insights Report from the REACH Ecosystem which will give the position of everyone participating.
  • Place the REACH Team Visualizer / Reminder on a flat surface, preferably a wall, where it is clearly visible. Ask participants to mark their REACH position on the grid with a sticky dot. Recommend that participants put their initials on the sticky dot so they can easily locate themselves later. Each person’s REACH can revealed one at a time in a group activity. This allows for everyone to identify the dynamic that they will have with each other. Are they in the same quadrant or are the polar opposites? How do they "REACH" each other?
  • When you construct this activity with participants who have not seen their REACH score, they begin to develop a sense of self-awareness and their blind spots as well as of those around them.
  • The REACH Team Visualizer / Reminder is a powerful way to keep Team Dynamics and REACH alive. It can be revisited on a regular basis, people can be added, removed or moved by simply adding, removing or moving dots.
Download REACH Team Dynamic Visualiser guidelines

Keep it Alive
REACH Cubes

REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.

Keep it Alive REACH Cubes Activity 1 – Thinking Outside the Square

When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.

Are they the Advisor focused on detail and doing?

or a Coach focused on People and Action?

This brings a whole new level of empathy building and appreciation for the strength of thinking differently.

Keep it Alive REACH Cubes Activity 2 – Grow Your REACH in your space

After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.

Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:

The Desk Stack:

Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.

Think Before I Act:

Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.

Download REACH Cubes Activity File

Learn to REACH
Labels

Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.

The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.

These work well after training when stuck to people’s monitors or workstations.

View all of the REACH Training and reinforcement products Here
Not exactly what you needed? Try other courses in the Business Communication Courses Category


Professional Telephone Skills
4.61 out of 5 from 1003 responses
 
shadow