Process Incoming and Outgoing Telephone Calls
SAQA Unit Std No. 7790

Duration: 1½ day workshop

NQF Level: 3
Credits: 3

The objective of this training session is to enable the user to become more proficient in their telephone handling and to present a professional image to the caller.

  • Introduction : Communication on the telephone
  • Importance of Body Language
  • Difference between a private phone and switchboard
  • Telephone etiquette
  • Handling incoming calls
  • Looking for a telephone number
  • Non-disclosable information
  • Dealing with abusive callers
  • Dealing with emergency situations
  • Ability to learn from actions and to adapt performance


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