Principles of providing administrative services (level 2)
Level 2 Certificate in Principles of Business and Administration (QCF)
QCF [ 600/3451/8]
Unit: Principles of providing administrative services (level 2) [R/601/7639]
Learning Outcome 1: Understand how to make and receive telephone calls
01.01 Describe the different features of telephone systems and how to use them.
Call holding is where you place a caller on hold whilst you complete another task. This could be to locate paperwork, look up the caller’s details and information before speaking to them or contact another colleague who the caller wishes to speak to
Call waiting lets you know when there is a caller on the line who wishes to speak to you when you are already using the telephone. These are usually lights which flash or tones which beep to let you know there is a caller waiting
Re-directing is where when you are required to forward a call to another colleague. Usually they are buttons on the telephone which write ‘redirect’ or ‘transfer’
Answer phone features record messages from callers when you or other colleagues are unavailable
Teleconferencing features enable others (more than two people) to hold a ‘conference’ style conversation over the telephone. 01.02 Describe how to follow organisational procedures when making and receiving telephone calls.
Making
Where to locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book
The purpose of making the call
How to use the functions of the telephone correctly such as when dialling outside numbers, enter 9 before the number and using short dial which is where you press the button ‘memory’ then type in s three digit number of who you wish to dial as they is an individual number for different people.
Receiving
How you should answer the telephone and the type of greeting to be given
How to use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague etc.)
How
QCF [ 600/3451/8]
Unit: Principles of providing administrative services (level 2) [R/601/7639]
Learning Outcome 1: Understand how to make and receive telephone calls
01.01 Describe the different features of telephone systems and how to use them.
Call holding is where you place a caller on hold whilst you complete another task. This could be to locate paperwork, look up the caller’s details and information before speaking to them or contact another colleague who the caller wishes to speak to
Call waiting lets you know when there is a caller on the line who wishes to speak to you when you are already using the telephone. These are usually lights which flash or tones which beep to let you know there is a caller waiting
Re-directing is where when you are required to forward a call to another colleague. Usually they are buttons on the telephone which write ‘redirect’ or ‘transfer’
Answer phone features record messages from callers when you or other colleagues are unavailable
Teleconferencing features enable others (more than two people) to hold a ‘conference’ style conversation over the telephone. 01.02 Describe how to follow organisational procedures when making and receiving telephone calls.
Making
Where to locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book
The purpose of making the call
How to use the functions of the telephone correctly such as when dialling outside numbers, enter 9 before the number and using short dial which is where you press the button ‘memory’ then type in s three digit number of who you wish to dial as they is an individual number for different people.
Receiving
How you should answer the telephone and the type of greeting to be given
How to use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague etc.)
How