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Hamilton Mercer

NHS Telephone Skills Training


Telephone Skills Training Overview

Telephone skills training will teach your staff how to speak in a clear, coherent and professional voice to achieve the NHS vision of high quality for patients. Excellent telephone communicatiors have refined interpersonal skills and a great understanding of how people like to be spoken to.


Who Should Attend?

Staff using the telephone to communicate with internal and external clients.




Course Topics - Tailored to the needs of your staff


Introduction to Telephone Skills

  • Overview of course topics and personal objectives
  • The challenges of communicating with people by telephone
  • The importance of a professional telephone manner

Preparation & Attitude

  • How to focus your mindset before every telephone call
  • The impact of negative and positive attitudes over the telephone
  • Using the telephone to communicate a positive company ethos
  • Speaking to internal staff (co-workers) with a professional telephone manner

Identify Your Own Telephone Style

  • Identifying your strengths and weaknesses
  • Your first impressions and perceptions
  • Adapting your telephone style when interacting with a variety people

Positive Impressions

  • Making an excellent first impression
  • Building rapport, Matching and Mirroring skills

Structuring Calls & Establishing Needs

  • Structuring Inbound & outbound calls
  • Managing the expectations of callers
  • Effective questioning techniques
  • Understand the barriers to good listening - Learn active listening skills
  • Leading calls in a timely manner

Telephone Techniques

  • Confident telephone voice, expressive tone and professional language
  • Positive and negative phrases
  • Overcoming language barriers and confirming information correctly
  • Closing calls and summarising the outcome
  • Placing callers on hold correctly
  • Screening calls and directing enquiries
  • Using discretion when handling unwanted calls
  • Taking professional messages

Handling Difficult Situations by Telephone

  • Understanding why people can be challenging
  • Keeping calm under pressure
  • Taking control and leading situations forward
  • Showing genuine interest and empathy
  • Delivering bad news to people
  • Techniques to avoid issues escalating


Training Delivery

Course content is tailored to the needs of each person. Group practicals, case studies and discussions are used to ensure maximum participation from every delegate.


Download PDF Version of Course >




Training Format Available


Bespoke In-house Training (Suitable for Training Groups of Staff)


  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course content and length is tailored to suit the needs of your staff
  • We design tailored group practical's to recreate 'real life' scenarios faced by your staff.
  • Bespoke Course Manual and Hamilton Mercer Certificate Awarded.

Please contact us to discuss your training brief - Click Here >




Clients Include


NHS Clients - Click here >


Clients & Testimonials - Click here >




NHS Telephone Skills Training programmes UK

NHS Telephone Skills Training
Call 0800 121 4660
Enquiry form Click here

“The trainer performed extremely well and kept me interested throughout the day. I have learnt how to achieve customer satisfaction and handle difficult situations professionally.”

University Hospitals of Leicester NHS Trust


I have found the tools necessary to provide a 1st class service by changing the way I approach customers.

IT Helpdesk Support

Greenwich PCT


NHS Telephone Skills Training