This is a very basic request, but I am hoping that someone could help provide me with some ideas. I am developing "Etiquette Training" Yes, teaching people good telephone manners and I was wondering if anyone had any experience with this area. Thanks!

Hello Amy... What kind of ideas are you looking for? Where are you in the process? What were the indications that showed that telephone ettiquette needed to be addressed this way?

Here are (rhetorical) questions to get your own design ideas started... then you can share what you were thinking of having the students do, and get constructive feedback on your ideas (instead of people telling you how to design this)...

What is the ideal at your company for phone ettiquette? (What does the perfect example sound like?)
Is this ideal something with which the employees in question are wholly unfamiliar?
How does phone ettiquette at your company impact the bottom line?
Do people really not know how to do it, or is it that they know how, but they're not doing it? In other words... if you offered someone who isn't doing it a million dollars to do this correctly, would they be able to do it? (Or the more extreme question - if you put a gun to the person's head, would he/she be able to use proper phone ettiquete?)

...usually something like phone manners is a matter of attitudes and having good role models to follow...not necessarily lack of skill or knowledge.

Amy,

A member of my team developed something along these lines for our Call Center reps last year. Basic communications stuff like active listening, tone of voice, body language, etc.

What kind of ideas are you looking for?

One was also developed for Health net, although I thought it was a bit restrictive, with much of the content actually scripted for the call center people. Not just the greeting, but actual responses to questions. Some of the call center people found it annoying, while others found it assuring and liked it - literally a "fill in the blank" series of screens for answering questions.

On the whole, though, you can find some exercises here:

phone exercises

phone etiquette 101

simple exercise

Telephone etiquette is really a very short subject. It's best taught in the context of phone calls and the call process. Think about the different call scenarios you have and then apply the right etiquette to those calls.