Course curriculum

  • 1

    Overview and Introduction

    • Introduction, Overview and Background

    • Handout for This Training

    • Navigating the Large Non-Verbal Challenge of Phone Communications
  • 2

    Elevating Telephone Service: Achieving Excellence in Public Service

    • Exceptional Public Service Over the Phone
  • 3

    Mastering the Art of Phone Communication: Techniques for Success

    • Techniques to Improve Phone Conversations

    • Effective Communication Skills Over the Phone
  • 4

    Practical Discussion: 4 Keys

    • Hearing 4 Practical Keys To Impact Our Calls

    • Practical Pieces to a Great Conversation? Do You Agree?
  • 5

    AL Skills Over The Phone

    • The Facts, Reasons and Concepts of AL

    • Benefits, Importance and Use of AL

    • The Components of AL
  • 6

    Avoid Conflict

    • Avoiding Conflict Over the Phone
  • 7

    De-escalation and Defusing in Phone Conversations

    • De-escalation and Defusing Over the Phone
  • 8

    Improving Our Interaction with Difficult People

    • 5 Tips for Competent Delivery

    • Providing Accurate and Helpful Information
  • 9

    Practical Study

    • Video Explanation: Practical Study of Your Callers

    • Practical Study FORM: Documentation of Top 5 Issues, Complaints or Problems
  • 10

    Etiquette and Professionalism Over the Phone

    • Etiquette and Professionalism Over the Phone
  • 11

    Handling Challenging Situations and Resolving Problems

    • Common Customer or Public Service Challenges

    • Managing Your Emotions, Reactions and Stress
  • 12

    Managing, Improving and Implementing Quality Service

    • Managing Time Over the Telephone

    • Managing Multiple Callers (A High Call Volume)

    • Prioritizing Phone Calls

    • 6 Ways to Manage Caller's Expectations

    • Understanding Service Quality and Public Satisfaction

    • Implementing Improvement Strategies and Feedback Mechanisms
  • 13

    Rapport

    • Building Rapport Over the Telephone
  • 14

    I Don't Know: Words and Phrases Discussed

    • I Don't Know: Use or Avoid This Phrase?

    • 7 Phrases to Avoid

    • 19 Excellent Phrases for Excellent Conversations
  • 15

    Next steps

    • Quiz

    • More resources for you

Course Instructor

Communication Strategist & Former Law Enforcement Leader

Executive Director and Senior Instructor

Captain Joe Puckett

Joe Puckett is a former law enforcement member and administrator with 21 years of experience. Joe Puckett has also served as an Executive Director and Senior Instructor with a non-profit education organization (Code 4).  During this time Joe has led the training and organization of training events for over 500,000 people across the United States.  These training sessions have served members of law enforcement, criminal justice, public safety, government, corporations, churches and the general public for over 20 years. Mr. Puckett's mission is to share his experiences with you. His ideas are based on practical experience, studies of current trends and forward / future thinking perspectives.  

Focused on Professional Phone Communications

Decreasing Your Stress, Improving Safety and Caller Satisfaction

  • Start and stop training as your schedule requires. It's guaranteed!

    Our training is here for you 24/7, start now, stop where you need to and restart where you left off. This course allows you 6 months to complete the entire course. We also have a guarantee...if you don't like our material by the time you complete chapter one, you can ask for a complete refund.

  • Quality material, fact based and focused on actual incidents and data.

    Our team puts a lot of our heart and soul into our training materials to make this course the best it can be for you. We want this to make an impact on you for the right reasons. Our goal is to improve the communication with difficult people and members of your community through your newly acquired knowledge.

  • Training focused on improving communication over the phone.

    We want to help you improve your communication with difficult people and difficult situations. We also want to help lower the stress of your job and improve the satisfaction rate of your callers. Train on any device including smart phones, tablets, laptops or desktops. As your schedule allows.

Pricing options