Effective Telephone Communication

Covers fundamental skills and techniques to use the telephone and cell phone professionally. Emphasizes the importance of the telephone as a technology tool, and provides practical guidelines and practices for its effective use in common business settings.

Updated and Re-versioned: Apr. 2016

Learning Objectives

After completing this course, students will be able to:
  • Explain the four phases of the call process
  • Operate common telephone technology tools properly


Branch and administrative office staff who answer calls or who make calls to customers and other bank staff. This course is appropriate for call-center staff as an introduction to telephone skills.

Course Credits

ABA Certificates​: This course applies to the following ABA Certificates:

Questions? Please contact training@aba.com for more information.

 Course Expiring


This course is no longer available for individual enrollments.

If you are already registered for this course or are registered through a certificate, you will have until January 2019 to complete it.

Check out our re-imagined course, Verbal Communication​.


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