3. Reception / Telephone Etiquette

Monitor and control reception area (Preview)

Author: ISS Online

US No. 13928 NQF Level 03 Credits 3 Purpose: Learners will be learning towards obtaining a national qualification at level 3 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment. Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and practice at higher levels. Unit standard range:

  • Presentable will include neat, tidy and clean area
  • Housekeeping will include washing, polishing, vacuuming, scrubbing, dusting, sweeping, emptying bins, replacing dead flowers and out dated reading material (all interior and exterior surfaces)
  • Display area will include a structure, floor, ceilings, desks, windows, ashtrays, plants, merchandise area and storerooms
  • Security will include all stipulated organizational security requirements
Outcomes:
  1. Monitoring the maintenance of a clean and safe reception area as per oganisational standards.
  2. Monitoring presentation of reception area.
  3. Control the monitoring and maintenance of stationery levels.

Process incoming and outgoing telephone calls (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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