Telephone Etiquette

Telephone Etiquette


Price: $95 members; $130 non-members

Member Online Enrollment | Non-Member Online Enrollment

This course is also available at discounted prices under an annual license. A Learning Extension is available for this course.  Call or email for details. 
Participant’s Handbook and Trainer’s Guide – Tools for in-house training

Handbook: Catalog #3005030 $36.75 member; $57.75 non-member

Trainer’s Guide: Catalog #3005031 $95 member; $135 non-member

Please note:  Telephone Etiquette is printed on demand as ordered.  The Handbook and Trainer’s Guide may not be returned.
Course Description:  Telephone Etiquette covers fundamental skills and techniques for using the telephone professionally on the job, including tips for cell phone users. This course emphasizes the importance of the telephone as a technology tool. It provides practical guidelines and practices for its effective use in common business settings.
Audience:  Branch and administrative office staff who answer calls or make calls to customers and other bank staff. This course is appropriate for call center staff as an introduction to telephone skills.
Learning Objectives:  After completing this course, students will be able to:
  • Prepare for typical calls

  • Set up work area to support organized telephone communications

  • Use professional call greetings

  • Use appropriate language and voice inflection during telephone conversations

  • Use questioning and listening skills that support effective telephone communication

  • Handle special telephone tasks professionally

  • Use effective skills when working with technology tools.

The Nebraska Bankers Association is a Local ABA Training Provider.
For More Information Contact:

Joanne Smith
Education and Member Information Coordinator

Nebraska Bankers Association / 233 South 13th Street, Suite 700 / PO Box 80008 / Lincoln, NE 68501-0008