Unit 107 Learner Outcome 1

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1.1 – Describe the different features of telephone systems and how to use them

Hold
The hold button is for when you have been asked a question by someone on the phone and you need to ask to someone if you are unsure of the answer yourself so you put them on hold so if someone in the office is talking about a parent or child, they do not hear therefore cannot gossip about them.

Transfer
The transfer button is when you have answered the phone but the person calling wishes to speak to someone else, so you either transfer them to the other telephone in the office or to the telephone in the medical room.

1.2 – Give reasons for identifying the purpose of a call before making it.

When you have been asked to make a phone call, it is important to have all the information needed and why you are making the phone call so if the person you are calling asks a question, you will be able to answer them with confidence.

Example
I have previously been asked to make some phone calls to the mothers that have been on the waiting list for baby massage. I needed to let them know the dates it would be on (Every Thursday or Tuesday for 6 weeks) what time the session starts and what they need to bring, olive oil and a towel etc.

1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted.

Families
If I need to contact a parent/carer for any reason, I would need to go onto E-start (the database that holds all contact details for parents/carers and children) type in their name and go through their file to find a phone number to call them.

Professionals
To find the number for a professional, I would need to go through the fileafax. The fileafax is sorted by the profession in alphabetical order, then on each card has names of a professional and their number.

Companies
I have recently called around a few label companies to see if any of them would be willing to send us some free samples of children’s clothing labels...
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