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Telephone Skills

  • Duration: 1 Day

Services SETA Accreditation Status: Full Accreditation

This learning program is aligned to the following unit standard:

Process incoming and outgoing telephone calls

Unit Standard ID: 14348

NQF Level 2, Credits 3

Learning Program 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.

Learning Outcomes

An introduction to telephone etiquette

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

Processing incoming calls

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

Processing outgoing calls

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

Telephone management

  • Applying the rules of security of information and confidentiality.
  • Analysing the consequences of misusing the telephone.
  • Guidelines for time efficient telephone use.
  • Handling visitors and telephone calls simultaneously.
  • Handling telephonic complaints and problem-solving.
  • Cellular telephone etiquette guidelines.

Assessment

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”, endorsed by Services SETA, will be issued representing the credit value 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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