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Telephone Skills

Information

  • Services SETA Accreditation Status: Full Accreditation
  • Unit Standard: “Process incoming and outgoing telephone calls
  • Unit Standard ID: 14348
  • NQF Level 2, Credits 3
  • Duration: one day

COURSE OVERVIEW

The telephone contributes to quick and cost-effective business communication, but this dynamic instrument can only be a tool to enhance business opportunities once we know how to use it effectively.  In most cases, the telephone is the first contact customers have with your organisation and the way in which you apply your telephone skills can make or break the corporate image.

Learners who attend this training will learn how to process incoming and outgoing calls effectively and efficiently, apply telephone etiquette guidelines and take, distribute and follow-up telephone messages.

Course Contents:

An introduction to telephone etiquette

  • Understanding the impact of telephone use on the corporate image.
  • Applying the principles of effective telephone communication.
  • Practising to use the voice effectively in telephone conversations (practical exercise: video recordings).

Processing incoming calls

  • Answering the telephone professionally and according to organisational procedure.
  • Screening calls effectively.
  • Handling callers on hold.
  • Managing multiple lines.
  • Taking messages and following up on actions.

Processing outgoing calls

  • Understanding etiquette guidelines when making a telephone call.
  • Making calls on behalf of someone else.

The general telephone etiquette guidelines

  • Applying the rules of security of information and confidentiality.
  • Analysing the consequences of misusing telephone.
  • Handling complaints effectively.

 

ASSESSMENT OF LEARNERS

Learners who attend this training, will receive a “Certificate of Attendance” directly after the training. Additionally, learners can also be enrolled to participate in the assessment process at an additional fee. Assessment entails the completion of a Portfolio of Evidence (PoE) and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard:  Learners accessing this Unit Standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent.

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