Gail Winwood shares two exercises she has used successfully on a telephone techniques course.
Here are a couple of exercises I have found very effective.
Working in pairs and seated back to back the couples take it in turns to reproduce the geographic shapes that their partner has. Free communication is allowed however they cannot show the shape to their partner. This really emphasises the importance of listening, questioning, clarity of instructions and the many differences of interpretation.
The other is to identify those negative responses and replace with positive responses e.g. “It's not my department” with “The accounts department will be able to help can I transfer you or give you their direct number” for example. Happy to chat through others if you want to make direct contact.