Phone or Video Calls – The Voice is Communication Tool No. 1

Phone or Video Calls – The Voice is Communication Tool No. 1

Here is the tailor-made training program for employees, with the goal of confident, personal, and sustainable communication, especially in customer acquisition and retention, as well as increased revenue.

Conveying the Fundamental Interconnections of Posture – Breathing – Voice

• Physiology and theory of phonation (voice production)
• Body awareness and presence
• Basic tension and upright posture, especially when sitting
• Posture & breathing: tension and relaxation – regeneration during the workday
• Intention & reception – sending/receiving
• Language, standard German and dealing with dialects
• Professional use of the voice and addressing others
• Vocal hygiene, care, and prevention
• Overall health
• Self-organization

Application and Consolidation of the Basic Training Content, plus:

• Live phone conversations
• Active listening
• Conveying security and reliability
• Use of the Micro-Pause®
• Handling difficult customers
• Analysis
• Self-assessment / external perception
• Individual guidance and support

One-on-One Coaching (Live)

Consultation and optimization of the workplace and work behavior from a holistic voice-physiological perspective:

• Targeted support during customer conversations
• Individual guidance and support
• Dealing with emotions
• Purposeful, conscious use of the voice
• Refinement of communication
• Written documentation of conversations

Tele-Coaching by Phone

Feedback and refreshment of individually relevant aspects:

• Simulated customer calls at unexpected times, demand-oriented
• Review of greeting formulas
• Refinement of communication for quality assurance
• Individual guidance and support
• Documentation of coaching in a journal

"Anyone expecting one of those typical ‘Just smile while you’re on the phone’ seminars will be sorely disappointed in the Voice Workshop. Instead, a completely different approach: Participants develop greater awareness of their body, their voice, its impact, and the possibilities of influence in creative exercises and with lots of fun in a short time. Even skeptical employees quickly warm up. Incidentally, this is also an excellent measure for team building. Our employees now engage much more consciously with themselves, their impact, and the interaction with our customers, partners, and other conversation partners. Truly highly recommended!" — Regina Lammert, Board Member, Innovation Group AG

"I was thrilled by Mr. Lauten’s enthusiasm and professional expertise. Although the seminar was held online, the atmosphere in the group was very relaxed and personal. It felt as if we were all sitting in the same room. Many, many thanks!" — Participant

• Customer retention and acquisition
• Employee retention
• Employee health
• Reduction of sick leave
• Increased effectiveness
• Professionalization of the company’s public image
• Higher revenue

Employees in call centers, service centers, contact centers, and telephone switchboards