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.
Successful achievement of the course outcomes will enable learners to do the following in accordance with organisational requirements:
This is an accredited short course aligned to Unit Standard 7790: Process incoming and outgoing telephone calls. Total credits 3; NQF level 3. Â
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.
Learners must meet the following requirement to enter the programme:
The following topics are covered in the course:
Facilitation strategy
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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.
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Assessment strategy
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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:
Practical workplace activities for this programme include processing incoming and outgoing telephone calls while being observed and assessed. Examples of assessment criteria include:
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