This course is accredited by the Services Seta and material covers unit standard 7790 at NQF level 3 worth 3 credits.
• Attitude and aptitude
• Using the telephone
• Understanding different personalities
• Telephone etiquette
• Answering / accepting the call/ the number of rings
• The greeting
• Effective communication skills
• Professional speech / choice of words
• Language
• Articulation
• Voice control
• Transferring calls
• Using a switchboard
• Taking messages
• Distribution of messages
• Ending calls
• Listening skills
• Dealing with abusive callers
• Confidential information
• Telephone answering simulation
• Self-assessment
