3. Reception / Telephone Etiquette

Process incoming and outgoing telephone calls (Online) (Preview)

Author: ISS Online

US No.  7790 NQF  Level 03 Credits  3 Purpose: All those operating in a business environment must be able to use the telephone effectively. This includes individual use as well as the relaying of messages for others. Unit standard range:

  • Range statements are included with specific outcomes as necessary.
Outcomes:
  1. Make a decision to disclose information or not to accordance with organisational requirements.
  2. Take and transfer incoming calls, as well as messages in accordance with organisational requirements.
  3. Describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements.

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