We do our best to offer you transferable skills, information, and understanding that can be utilised in any organisational context. This qualification will represent the core qualities you need to turn your goals into a reality and enable you to continue further education to expand on these abilities or focus on a more specific occupational route.

Support Materials

• 1. Caller’s Experiences that Affect Their View of an Organisation
• 2. Organisational Standards and Procedures for Communicating on the Telephone
• 3. Importance of Following Organisational Standards and Procedures When Making and Receiving Telephone Calls
• 4. Organisational Fault Reporting Procedures
• 5. Important of Following Security and Data Protection Procedures When Using a Telephone System
• 6. Information To Be Given Out When Transferring Calls
• 7. Organisational Guidelines for Deleting Voicemail Messages
• 8. The Reason for Making a Call
• 9. Obtain the Name and Number
• 10. Communicate Information to Achieve the Call Objective
• 11. Communicate in a Way That Meets Organisational Standards and Guidelines
• 12. Receiving Business Calls
• 13. Use Voicemail Systems
• 14. Keeping the Voicemail Message System Up to Date
• 15. Passing Accurate Messages in Accordance With Organisational Policies

• Use voicemail systems in accordance with the manufacturer’s instructions.
• Follow security and data protection procedures when using a telephone system.
• Communicate in a way that meets organisational standards and guidelines.
• Pass calls to the right person and take messages when the person to be contacted is unavailable.
• Recognise organisational fault reporting procedures.

• Salespeople
• Journalists
• Entrepreneurs
• Students
• Individuals who desire to improve their phone interaction skills.

Each learner must create a portfolio of evidence generated from appropriate assessment tasks, which demonstrates achievement of all the learning outcomes associated with the unit. Upon completing the assignment, learners must declare that the work produced is their own, and the Assessor will countersign this. 
The learner will complete internally assessed work in accordance with the specification.

• Entrepreneur
• Administration officer
• Office manager
• Customer service 
• Administrative clerk
• Human resource manager