Telephone Skills

Status Of The Programme: 
Purpose of the Programme: 

The purpose of this programme is to equip learners with the necessary knowledge, skills and attitudes to process incoming
and outgoing telephone calls within the workplace.

Program Outcomes: 
Program OutcomesLevelCredits

On completion of this programme learners will be able to:
• Process incoming and outgoing telephone calls
• Take messages for others in the organisation
• Deal with callers politely and in keeping with the organisation`s image and standard telephone etiquette
• Deal with emergency situations
• Describe non-disclosable information
• Demonstrate the ability to learn from our actions and to adapt performance

Programme Outline: 

• Introduction to telephone skills
• Telephone courtesy
• Telephone speech
• Telephone efficiency
• Incoming telephone calls
• Outgoing telephone calls
• Professional image
• The communication process
• Body language over the telephone
• Telephone skills
• Voice usage
• Disclosable and non-disclosable information
• Telephone numbers
• Emergency situations
• Records

Learning Assumed to be in Place: 



Training Programme Duration: 1 Day.

Assessment: Students will be formatively assessed in the classroom by means of activities.

Certification: Delegates will receive a certificate of attendance after completion of the programme.

Target Group: 

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.