Last week I had to deliver a 2 day course on Telephone Technique at the University of Portsmouth. Normally Telephone Technique is only one day, and at first I thought I would have a problem in stretching it to two days. However, what was required was all the theory of using the telephone correctly was to be done on the first day and all the role plays to be done on the second day.

This was to be role play with a difference. All the calls were to be recorded on computer and played back to the class after each one. This was met by a great deal of worry at first, but once I had put the class's mind at reast that all of the calls would be erased at the end of the day things were much more relaxed.

This proved to be a great success, as the class could hear the mistakes that they were making and then correct them. This training was put together for the IT help desk. I have now been asked to return to the university to deliver more Telephone Technique courses using the same concept.