Telephone Etiquette
SAQA ID
7790
MIN CREDITS
3
EST DURATION
1 DAY
SETA
SERVICES
What is the purpose of the course?
The purpose of this short course is to enhance professional communication skills both internally and externally within an organisation when communicating via the telephone. The course aims to ensure that learners uphold organisational standards in all telephone interactions and support the company’s brand by ensuring that calls and customers are expertly handled.
What are the learning outcomes?
Successful achievement of the course outcomes will enable learners to do the following in accordance with organisational requirements:
- Make, receive and transfer calls
- Describe methods for dealing with abusive callers and emergency situations
- Relay messages
- Decide what information to disclose or withhold during calls
How is the course aligned?
This is an accredited short course aligned to Unit Standard 7790: Process incoming and outgoing telephone calls. Total credits 3; NQF level 3. Â
Who is the target audience?
These fundamental skills are essential for everyone in an organisation, as everyone makes calls, receives calls and relays messages. This course is particularly ideal for learners needing to consolidate these skills and for staff whose primary work function involves using the telephone, such as receptionists, customer service representatives and sales personnel etc.
What are the entry requirements?
Learners must meet the following requirement to enter the programme:
- Communication at NQF level 2
- Mathematical Literacy at NQF level 2
How is the course structured?
The following topics are covered in the course:
- Answering / ending / transferring calls professionally
- Leaving / taking messages
- Dealing with non-disclosable information
- Telephone body language
- Dealing with abusive callers
- Dealing with emergency situations
- Preparing to make outgoing calls
- Applying the LAMA questioning technique
- Using the customer’s language
- Demonstrating the ability to learn from actions and to adapt performance
How will the course be delivered and assessed?
Facilitation strategy
Â
KVR Training offers our clients various facilitation methods based on specific needs. This can include in-person, on-line, virtual facilitation methods or a combination of any of these. Various learning techniques, such as simulations, roleplays and presentations are used. Facilitators give feedback on participation, strengths, and areas for improvement. Practical application is crucial, requiring learners to apply knowledge in their daily work under supervision.
Â
Assessment strategy
Â
- Formative assessment is conducted throughout the course during the facilitated sessions. Assessment activities are included in the Formative Assessment Workbook and will be checked by the Facilitator. Learners are expected to complete all the activities in their workbooks.
- Summative assessment is conducted at the end of the foundational training phase. Learners are expected to complete summative assessment activities in the Summative Assessment Workbook.
What are the workplace requirements?
Outcomes-based programmes require application of skills in the workplace. Learners must be exposed to all outcomes related to the Unit Standard; this would include all activities related to processing incoming and outgoing phone calls.
For this course the following human and physical resources are required:
- Switchboard / telephone system
- Workplace policies and procedures on dealing with customers
- Supervisor / workplace mentor
What workplace activities will need to be completed?
Practical workplace activities for this programme include processing incoming and outgoing telephone calls while being observed and assessed. Examples of assessment criteria include:
- Preparation of necessary documentation and equipment prior to making outgoing calls
- Questions asked to establish nature of the call
- Decisions taken on how to process calls within their context
- Dealing politely with customers while adequately addressing levels of urgency
- Appropriate disclosure or non-disclosure of information while on calls
How can we help?
Let us connect you with the right expert who can help you with your query.
Visit our blog to get the latest news, tips and course content
Let’s Connect!
+27 (0)11 849 3526
Let’s Connect!
No.40 Fourteenth Avenue
Northmead
Benoni
1501
South Africa
Quick Links
Copyright © KVR Training. All Rights Reserved.
