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Make & Receive Telephone Calls

Mar 07, 2016

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Business Admin

  • Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/

    Unit Q107

    What you will learn Understand how to make telephone calls Understand how to receive and transfer

    telephone calls

    Be able to make telephone calls Be able to receive telephone calls

    1

    Make and receive telephone calls

  • 2Make and receive telephone calls

    NVQ/SVQ Level 2 Business & Administration

    Unit Q107

    Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/

    IntroductionBeingaskilledtelephoneuserisessentialinthemodernofficeenvironment.Inthisunit,youwillexplorethetechniquesandskillsthatwillhelptoensureyouarecompetentatmakingandreceivingcallsintheoffice.

    Maintainingaprofessionalimagebothyourownandthecompanysisalsoessentialwhendealingwithpeopleonthephone,andyouwilllookatwaysofpresentingabusinesslikeimage,whichwillhelptoinspirecolleaguesandcustomersconfidenceinyou.

    Theunitinvestigatesthecorrectproceduresforidentifyinganddealingwithproblemswhichmayarisewithtelephonesystems,whichwillensurethattimelosttoproblemsisminimisedandthatanyproblemsaredealtwithquicklyandefficiently.Youwillbeexpectedtofollowthecorrectorganisationalprocedureswhenusingthephoneatwork,andtheunitexplainshowthisshouldbedone.

    Understand how to make telephone callsDevelopingyourskillsinmakingtelephonecallswillensureyouareabletocontactpeoplewithease.Itwillalsomakeyourday-to-dayofficerolemucheasier,asyouwillfrequentlyberequiredtomakephonecallsaspartofyourjob.

    Inthissection,youwillinvestigatethekeyskillsneededtomakeeffectivetelephonecallsinordertoobtaintheinformationwhichyourequire.Youwillalsolookatorganisationalproceduresandrequirementswhichyoumayhavetofollowwhenusingthetelephoneatwork.

    Features of telephone systems and how to use themThereareanumberofdifferenttypesofofficetelephonesystem.Theonethatyouusewilldependonthesizeoftheorganisationlargerbusinessesusuallyhavehigh-techequipmentwitharangeoffeatures,whereassmallercompaniesmayhavetelephonesystemsnotmuchdifferenttothoseusedathome.

    Aconferencephoneisoftenusedtomakecallsinvolvingalargenumberofpeople.Thistypeofphonemaybeusedtoholdbusinessmeetingsbetweenpeopleindifferentregionsorevendifferentcountries.

    A standard telephone used in most offices

  • Make and receive telephone calls

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    Moststandardofficetelephonesystemscomewiththefollowingfeatures,whichwillenableyoutodealefficientlywithbusinesscalls.

    LEDdisplaydisplaysavarietyofinformationsuchaswhetherthereisavoicemessagewaitingforyou,ifyouhaveanotherincomingcallwhileyouareonthephoneandwhetheryourvoicemailisswitchedonoroff.

    Callforwardingenablesyoutoforwardcallstoacolleagueifyouneedtobeawayfromyourdeskandcannotanswerthephoneyourself.

    Callerdisplayallowsyoutoseewhoiscallingbeforeyoupickupthephone,whichgivesyoutimetoprepareforthecall.

    Voicemail(inbuiltanswermachine)ensuresmissedcallscanbereturnedandattendedto.

    Internaltransferofcallsallowsyoutopassonacalltoacolleague.Thisisanessentialfeaturewhenyouneedsomeoneelsetohelpattendtoacaller,suchaswhenyouareunabletoansweraparticularquery.

    Divertcallsallowsyoutoredirectanincomingcalltoacolleaguewhenyouarebusyandcannotanswerityourself.

    Memorystoresinformationonallcallsmadeandreceived.Thisisusefulforretrievingtelephonenumbers.

    A conference phone allows people to dial in to a meeting from other locations

    Portfolio task 107.1

    Writeashortreportwhichdescribesthedifferentfeaturesoftelephonesystemsandhowtousethem.

    YoumayfindithelpfultocarryoutanInternetsearchtolocatetwodifferenttypesofofficetelephonesystems.Bookmarkanywebsitesthatmaybeusefulforyou,andusetheinformationwhichyouhavefoundtoproducealistofthekeyfeaturesofbothtypesoftelephonesystem.

    Links to L01: assessment criterion 1.1

    Identifying the purpose of a call before making itBeforemakingacall,youneedtotakeamomenttothinkaboutthepurposeofthecall.Forexample,isit:

    toarrangeameeting?

    todealwithadissatisfiedcustomerwantingarefund?

    tothankacustomerfortheirorder?

    toobtainupdateddeliverydetailsforanorder?

  • 4Make and receive telephone calls

    NVQ/SVQ Level 2 Business & Administration

    Unit Q107

    Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/

    Asyoucansee,thereisawiderangeofpossiblereasonsforyourcallandtheyeachneedsomepreparation.Forexample,youshould:

    haveallthenecessaryinformationtohand

    makenotesofanyinformationwhichyouneedtogetfromtheotherperson

    listanypointswhichyouneedtotelltheotherperson.

    Byfollowingthissimplesetofguidelines,andbytickingthingsoffyourlistasyougoalong,youwillmakethebestuseofyourtimewhenonthephone.Thismeansthatyouwillalsosavetheotherpersontimetoo,asyouwillnothavetokeepthemtalkingonthephoneanylongerthanisnecessary.

    Ways of obtaining names and numbers of people that need to be contactedThereareseveralwaysinwhichyoucanobtainthecontactdetailsofpeoplewhomyouneedtophone.Themethodyouchoosewilldependonthetypeofsystemswhichareinplaceinyourorganisation,butyoumayfindthefollowinguseful.

    Searchthecompanysinternalcontactsdatabase.

    Useyourtelephonesmemoryfacilitytoretrievecontactnumbers,ifyouhavephonedthempreviously.

    Checkabusinesscontactscompanywebsitetofindtheirphonenumber.

    Searchyouremailcontactlistifyoukeepone(itwouldbeaverygoodideatostartdoingthisifyoudonotdosoalready).

    Ifnoneoftheabovemethodsenablesyoutofindthecontactdetailsyouneed,askyourcolleaguestohelptheymayalreadyhavethedetailsyourequire.Otherwise,youcansearchforpeopleandbusinessesusingadirectoryservicesuchasThePhoneBook,oroneoftheonlineversionsofthis.

    Portfolio task 107.2

    Writeashortreportwhichgivesreasonsforidentifyingthepurposeofacallbeforemakingit.

    Startbygivingtwoexamplesofdifferenttypesofcallswhichyoumayhavetomakeatwork.Foreachone,saywhatitisthatyouwouldhavetothinkaboutandpreparebeforehandinordertoachievethepurposeofthecall.

    Links to L01: assessment criterion 1.2

  • Make and receive telephone calls

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    How to use a telephone system to make contact with people inside and outside an organisationMostofficetelephonesallowyoutocontactaninternalcolleaguebysimplydiallingtheirextensionnumberfromyourhandset.

    Whencontactinganexternalcustomerorclient,younormallyhavetopressanumberonyourhandsetfirstusually9,althoughthisnumbermayvaryinordertobetransferredtotheexternaltelephonesystem.Onceyouhaveanoutsideline,youthendialthecontacttelephonenumberintheusualway.Remembertodialthearea/countrycode,ifthepersonyouarecallingislocatedinanotherregionorcountry.

    Activity 1

    Carryoutresearchtoidentifysomeoftheonlinedirectoryserviceswhichyoucouldusetofindcontactdetailsforpeopleororganisations.TrydoinganInternetsearchforonlinedirectories.Makealistoffourdirectoriesandpractisetryingtofindabusinessofyourchoiceineachofthem.Summariseyourresultsinthetablebelow.

    Website address of directory

    Business searched for Results and comments

    1

    Portfolio task 107.3

    Writeashortreportwhichdescribesdifferentwaysofobtainingthenamesandnumbersofpeoplethatneedtobecontacted.

    Givetwoexamplesofdifferenttypesofpeoplewhomyoumayneedtocontact.Foreachone,sayhowyouwouldgoaboutlocatingtheircontactdetails.

    Links to L01: assessment criterion 1.3

    Portfolio task 107.4

    Describehowtouseatelephonesystemtomakecontactwithpeopleinsideandoutsideanorganisation.

    Startbygivingoneexampleeachofapersoninsidetheorganisationandapersonorbusinessoutsidetheorganisationand,foreach,outlinethestepsyouwouldneedtotaketocontactthemusingyourofficetelephone.

    Links to L01: assessment criterion 1.4

    A version of this table, ready for you to complete, is available to download from www.contentextra.com/businessadmin

  • 6Make and receive telephone calls

    NVQ/SVQ Level 2 Business & Administration

    Unit Q107

    Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/

    The purpose of giving a positive image of yourself and your organisationWhenyouaredealingwithpeopleonthephoneatwork,youarerepresentingyourcompany.Thisisanimportantresponsibilitysincethewayinwhichyouspeaktothemwillleavealastingimpression.Apoortelephonemannercanannoycallers,andiftheyarenothappywiththewayinwhichtheyaretreatedonthephone,thebusinessmayloseimportantcustomers.Itcanalsogivethecompanyabadreputation.Itisimportant,therefore,alwaystouseyourbesttelephonemanner.

    Ways of being professional on the phoneWhenmakingcalls:

    Beginbysayingwhoyouare,thecompanyyouarecallingfromandthereasonforyourcall.

    Alwaysmaintainabusinesslikemannerinyourspeech(donotuseslang).

    Listencarefullytowhattheotherpersonissayingsothatyoucanansweranyquestionswhichtheymayhave.

    Nevertalkoveranyoneorcontradictthem(evenifyoudisagreewithwhattheyaresaying),especiallyiftheyareupset.Instead,waituntiltheyhavefinishedspeakingandthencalmlyandpolitelyreplytothem.

    Alwaysendcallsbythankingtheotherpersonfortheirtimeandwishingt

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