Reception and Telephone Etiquette

This course is accredited by the Services Seta and material covers unit standard 13928 at NQF level 3 worth 8 credits


Module one: monitor and control the reception area

 Self Awareness

 Monitor the maintenance of the reception area

 Housekeeping operations are maintained

 Areas not meeting the required standards

 Actions and procedures required to rectify substandard areas

Module two: monitor the presentation of the reception area

 Presentation of reception area

 Areas of non-conformance

 Remedial actions

Module three: monitor the implementation of security procedures in reception area

 Brief staff on security procedures

 Visitors’ cards and permits

 Firearm procedures

 Discrepancies and problems

Module four : understanding customers

 Attitude and aptitude

 Telephone etiquette and customer service

 Understanding different personalities

Module five: using the telephone with confidence

 Answering / accepting the call/ the number of rings

 The greeting

 Effective communication skills

 Professional speech / choice of words

 Language

 Articulation

 Voice control

 Transferring calls

Module six: telephone techniques and skills

 Using a switchboard

 Taking messages

 Distribution of messages

 Ending calls

 Listening skills

 Dealing with abusive callers

 Confidential information

 Telephone answering simulation

 Summative assessment

Contact Details

Contact Person: 

Julius Matose
Contact: Imsimbi Training
Course Details

Course Duration: 

2 days


R5,390Excl. VAT