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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
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Make and receive telephone calls
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Make 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.
Maintainingaprofessionalimage–bothyourownandthecompany’s–isalsoessentialwhendealingwithpeopleonthephone,andyouwilllookatwaysofpresentingabusinesslikeimage,whichwillhelptoinspirecolleagues’andcustomers’confidenceinyou.
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.Theonethatyouusewilldependonthesizeoftheorganisation–largerbusinessesusuallyhavehigh-techequipmentwitharangeoffeatures,whereassmallercompaniesmayhavetelephonesystemsnotmuchdifferenttothoseusedathome.
Aconferencephoneisoftenusedtomakecallsinvolvingalargenumberofpeople.Thistypeofphonemaybeusedtoholdbusinessmeetingsbetweenpeopleindifferentregionsorevendifferentcountries.
A standard telephone used in most offices
Make and receive telephone calls
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Moststandardofficetelephonesystemscomewiththefollowingfeatures,whichwillenableyoutodealefficientlywithbusinesscalls.
LEDdisplay–displaysavarietyofinformationsuchaswhetherthereisavoicemessagewaitingforyou,ifyouhaveanotherincomingcallwhileyouareonthephoneandwhetheryourvoicemailisswitchedonoroff.
Callforwarding–enablesyoutoforwardcallstoacolleagueifyouneedtobeawayfromyourdeskandcannotanswerthephoneyourself.
Callerdisplay–allowsyoutoseewhoiscallingbeforeyoupickupthephone,whichgivesyoutimetoprepareforthecall.
Voicemail(inbuiltanswermachine)–ensuresmissedcallscanbereturnedandattendedto.
Internaltransferofcalls–allowsyoutopassonacalltoacolleague.Thisisanessentialfeaturewhenyouneedsomeoneelsetohelpattendtoacaller,suchaswhenyouareunabletoansweraparticularquery.
Divertcalls–allowsyoutoredirectanincomingcalltoacolleaguewhenyouarebusyandcannotanswerityourself.
Memory–storesinformationonallcallsmadeandreceived.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?
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Make 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.
Searchthecompany’sinternalcontactsdatabase.
Useyourtelephone’smemoryfacilitytoretrievecontactnumbers,ifyouhavephonedthempreviously.
Checkabusinesscontact’scompanywebsitetofindtheirphonenumber.
Searchyouremailcontactlistifyoukeepone(itwouldbeaverygoodideatostartdoingthisifyoudonotdosoalready).
Ifnoneoftheabovemethodsenablesyoutofindthecontactdetailsyouneed,askyourcolleaguestohelp–theymayalreadyhavethedetailsyourequire.Otherwise,youcansearchforpeopleandbusinessesusingadirectoryservicesuchas‘ThePhoneBook’,oroneoftheonlineversionsofthis.
Portfolio task 107.2
Writeashortreportwhichgivesreasonsforidentifyingthepurposeofacallbeforemakingit.
Startbygivingtwoexamplesofdifferenttypesofcallswhichyoumayhavetomakeatwork.Foreachone,saywhatitisthatyouwouldhavetothinkaboutandpreparebeforehandinordertoachievethepurposeofthecall.
Links to L01: assessment criterion 1.2
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How to use a telephone system to make contact with people inside and outside an organisationMostofficetelephonesallowyoutocontactaninternalcolleaguebysimplydiallingtheirextensionnumberfromyourhandset.
Whencontactinganexternalcustomerorclient,younormallyhavetopressanumberonyourhandsetfirst–usually9,althoughthisnumbermayvary–inordertobetransferredtotheexternaltelephonesystem.Onceyouhaveanoutsideline,youthendialthecontacttelephonenumberintheusualway.Remembertodialthearea/countrycode,ifthepersonyouarecallingislocatedinanotherregionorcountry.
Activity 1
Carryoutresearchtoidentifysomeoftheonlinedirectoryserviceswhichyoucouldusetofindcontactdetailsforpeopleororganisations.TrydoinganInternetsearchfor‘onlinedirectories’.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
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Make 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,alwaystouseyourbest‘telephonemanner’.
Ways of being professional on the phoneWhenmakingcalls:
Beginbysayingwhoyouare,thecompanyyouarecallingfromandthereasonforyourcall.
Alwaysmaintainabusinesslikemannerinyourspeech(donotuseslang).
Listencarefullytowhattheotherpersonissayingsothatyoucanansweranyquestionswhichtheymayhave.
Nevertalkoveranyoneorcontradictthem(evenifyoudisagreewithwhattheyaresaying),especiallyiftheyareupset.Instead,waituntiltheyhavefinishedspeakingandthen–calmlyandpolitely–replytothem.
Alwaysendcallsbythankingtheotherpersonfortheirtimeandwishingthemapleasantday.
The purpose of summarising the outcomes of a telephone conversation Imaginethatyouhavebeenonanimportantcalltooneofyourmostvaluedclientsforhalfanhour.Youhavediscussedanumberofdifferentthingsanditistimetoendthecall.
Ifyoudonotkeeparecordofwhatwasdiscussedandagreed,itislikelythatanimportantpieceofinformationmaybeforgottenandthiscouldcauseproblemsforyou–andforthebusiness–afterwards.Toavoidthishappening,
Portfolio task 107.5
Explainthepurposeofgivingapositiveimageofyourselfandyourorganisation.
Tocompletethistaskyouneedtowriteashortsummarywhichoutlinesthereasonswhyyouthinkitisimportanttopresentapositiveimageofyourself.Youshouldalsoincludeaparagraphonwhyitisimportanttogiveapositiveimageofyourorganisation.
Links to L01: assessment criterion 1.5
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alwaysmakenotesofimportantdiscussionswhileyouareonthetelephone.Typethemstraightintothecomputerformaximumefficiency.Youmayfinditeasiertoworkwithatelephoneheadsetinordertodothis.Attheendofthecall,runthroughthelistofpointswhichyoudiscussedwiththeclientandgooverwhatwasagreed.Anyerrorscanalsobecorrectedimmediately,whileyoustillhavetheclientonthephone.Youcouldalsofollowupthistelephonesummarywithanemailtoyourclientoutliningthemainpointsraisedinthecall.Thisway,eachofyouwillhaveawrittendocumenttorefertointhefuture.
Headsets allow you more freedom while you are talking on the phone
How to identify problems and who to refer them toFromtimetotime,problemswillariseatwork.Itisimportantforyoutobeabletospottheseandtotakeactiontoresolvethem.Sometimesyouwillbeabletosolveproblemsyourself.Atothertimes,youwillneedtoreferproblemstoyourlinemanagerortoanotherdepartmentalmanager.Moreseriousproblemsshouldalwaysbereferredtoamoreseniormemberofstaff.
Portfolio task 107.6
Writeashortsummarywhichexplainsthepurposeofsummarisingtheoutcomesofatelephoneconversationbeforeendingthecall.
Remembertothinkaboutthisfromthepointsofviewofboththebusinessandthecustomer.
Links to L01: assessment criterion 1.6
Activity 2
Imaginethatoneofyourcustomerskeepsforgettingtofaxthepaperworkcontainingtheirsignatureauthorisingyoutodespatchalargeordertothem.
Becauseyouhavenotreceivedtheirsignaturebyfax,youarenotallowedtoreleasetheorderfordespatch.Now,thesamecustomerhasphonedyoutocomplainthattheorderhasnotarrived.Whatwouldyoudointhissituation?
Writeabriefsummarysayingwhatyouwoulddoandwhy.
Insituationswhereacolleagueorcustomerispersistentlyuncooperativedespiteyourbestefforts,youmustreferthemattertoanotherperson,usuallyyourlinemanager.Itisthentheirresponsibilitytosortouttheproblem.
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Make 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/
Organisation structures and communication channels within the organisation
Organisation structures Anorganisation structureshowshowtheemployeeswithinanorganisationfittogetherinthedifferentdepartments.Italsoshowswhoreportstowhom.Structuresareusuallydisplayedintheformofanorganisationstructurechart,liketheoneshowninFigure107.1.Inthechart,youcanseehowthecompanyisorganisedintothreedepartments–production,marketingandIT–withamanagerinchargeofeach.Thedepartmentalmanagerseachhaveemployeeswhoreporttothem.Inturn,thedepartmentalmanagersreporttothemanagingdirector.Noticehowthepersonalassistanttothemanagingdirectoronlyreportstothemanagingdirector,butnoonereportstothepersonalassistant.
Portfolio task 107.7
Writeashortsummarydescribinghowtoidentifyproblemsandwhotoreferthemto.
Beginbystatingtwoexamplesofproblemsthatyoumightexperiencewhenusingthephoneatwork.Foreachproblem,saywhoyouthinkwouldbethecorrectpersontorefertheissueto.
Links to L01: assessment criterion 1.7
Production Workers × 10
Managing Director
Personal Assistant
Marketing Manager
IT ManagerProduction Manager
Marketing Executives × 2
IT Support Executives × 2
Production Team Leader
Figure 107.1: An organisation structure chart showing the reporting relationships in a company
Organisation structure – the way in which the staff within an organisation are grouped together into teams and departments.
Key term
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Therearetwomaintypesoforganisationstructures:flatandtall.Aflatstructureisonewherethereisonemanagerandmanypeoplereporttothem–see,forexample,Figure107.2.Atallstructure,ontheotherhand,isonewheretherearemanylayersofmanagersinthecompanyandonlyafewpeoplereporttoeachmanager–anexampleisshowninFigure107.3.
Managing Director
Employee Employee Employee Employee Employee Employee Employee Employee
Figure 107.2: A flat organisation structure
Production Manager
Marketing Executive
IT Support Executive
Production Team Leader
Senior Production Operative
Marketing Assistant
Marketing Manager
IT Manager
Marketing Team Leader
IT Team Leader
IT Support Assistant
General Manager
Figure 107.3: A tall organisation structure
Senior Production Operative
Junior Production Operative
Junior Production Operative
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Make 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/
Communication channelsTherearetwomaintypesofcommunication channel–formalandinformal.
FormalFormalcommunicationchannelsinclude:
emails
bulletins
companyordepartmentalmeetings
one-to-onemeetingsbetweenamanagerandanemployee
internalcompanynewsletters
companyconferencecalls.
Allofthesechannelsareofficialmethodsusedbythemanagerswithinabusinesstoinformstaffofessentialcompany-relatedinformation.
InformalInformalcommunicationchannelsarealloftheotherwaysinwhichstaffhearaboutwhatisgoingonwithinthebusiness.Theseinclude:
off-the-recordchatsbetweencolleaguestodiscussrecentchangesordevelopments
generalchatamongemployees
thegrapevine–whererumourscanflourish,especiallywhentheformalchannelsarenotprovidingstaffwithsufficientinformation.
Everyorganisationhasitsowninformalmethodsofcommunication.Thesearemorewidespreadduringtimesofanxietysuchaswhenjoblossesareexpectedorwhencompany-widechangesarebeingannouncedthroughformalchannels.Informalchannelsareoftenthemethodwherebystaffairtheirhonestopinionswhichcansometimesbedifficulttodousingformalchannels.
Information flowInformationshouldflowdowntheorganisationstructurefromthetoptothebottomthroughmeetings,emails,bulletinsandcompanynewsletters.Informationshouldalsoflowbackuptheorganisationviafeedback,results,performancereviewsandone-to-onediscussionswithmanagers.Inthisway,thebusinesscanactontheinformationitreceivesfromitsstaffandthiscreatesaplatformforeffectivedecisionmaking.
Communication channels – methods used to pass information to staff within the organisation. Examples include email, the telephone and company meetings.
Key term
Portfolio task 107.8
Writeashortreportwhichdescribesorganisationstructuresandcommunicationchannelswithinanorganisation.
Beginbybrieflysayingwhatyouunderstandbyeachoftheterms.Thenoutlinetheorganisationstructureandcommunicationchannelswhichexistinyourorganisation.Trytofindacopyofyourcompany’sstructurecharttoincludewithyourworkforthistask.
Links to L01: assessment criterion 1.8
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Understand how to receive and transfer telephone callsHow to identify callers and their needsWhenreceivingincomingcalls,youmustfirstidentifythecaller.Thisisimportantforanumberofreasons.
Youwillneedtoaccessthecaller’sfiletobeabletohelpthem–youcannotdothisifyoudonotknowwhotheyare.
Ifthereismorethanonecustomerwiththesamesurname,youneedtoconfirmthatyouhaveidentifiedthecorrectcustomer.
Youmayhavetopassthecallontoanothercolleaguewhowillneedtoknowwhoitistheywillbespeakingto.
A quick guide to identifying your customerAskingthecallertogiveyoutheircustomerreferencenumberisthebestwaytoestablishtheiridentity,nomatterhowtrickytheirnameistospell.Failingthis,iftheydonothavetheircustomerreferencenumbertohand,lookthemuponthecustomerdatabasebysearchingfortheirpostcode.Cross-referencethiswiththeirnameandaddresstodouble-checkthatyouhavelocatedthecorrectcustomerrecordsonyourcomputer.
Portfolio task 107.9
Writeashortreportwhichdescribeshowtoidentifycallersandtheirneeds.
Itmayhelptostatethequestionswhichyouaskcallerswhenyoufirstansweracall.
Links to L02: assessment criterion 2.1
The purpose of giving accurate and up-to-date information to callersOneofthemainreasonsforcallersphoningabusinessistoaskforinformation.Imaginewhatwouldhappenifyougaveoutlastyear’spricelistforyourproductsbymistake.Thiswouldcauseproblemsbetweenthebusinessandthecustomerwhentheyreceivedtheinvoice–theymighteventaketheirbusinesstoarival,thinkingthatyourcompanyisunprofessionalorevenunderhand.Forthisreason,youneedtodouble-check–withacolleagueoryourmanager–thatallinformationisaccuratebeforeyouprovideittocustomers.
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Make 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/
Portfolio task 107.10
Writeashortreportwhichexplainsthepurposeofgivingaccurateandup-to-dateinformationtocallers.
Includeanexampleofwhenaccurateandup-to-dateinformationisimportant.Youcoulduseanexampletakenfromyourownworkexperience.
Links to L02: assessment criterion 2.2
The purpose of confidentiality and security when dealing with callersThereasonswhyyouneedtomaintainconfidentialityandsecuritywhendealingwithcallersistoprotecttheirprivacyandensurethatsensitiveinformationisnotdivulgedtopeoplewhohavenorighttoseeit.
Confidentiality – keeping information secret; not telling colleagues or friends what you have heard.
Security – keeping information safe, ensuring that it is accessible only to those authorised to see it.
Key terms
Types of information that could affect confidentiality and security Sensitiveinformationcanincludesuchthingsas:
creditcarddetails
bankaccountinformation
passwords
personalcontactdetails.
Informationrelatingtotheseshouldbehandledwithcare,whichmeansnotleavingpaperslyingonyourdeskwhereotherpeoplecouldseethem.Thisispartofyourjobresponsibilitywhenlookingaftercustomers.Imagineitwastheotherwayroundandyouweregivingsensitivepersonaldetailsoverthephonetoabusinesscontact–youwouldexpectthemtokeepyourinformationsafeandsecure.
Portfolio task 107.11
Writeashortreportwhichexplainsthepurposeofconfidentialityandsecuritywhendealingwithcallers.
Remembertotalkaboutprotectingthecaller’sprivacyandalsothecompany’sprivacy.
Links to L02: assessment criterion 2.3
Portfolio task 107.12
Writeashortreportwhichdescribesthetypesofinformationthatcouldaffectconfidentialityandsecurityandhowtohandlethese.
Inyourreport,givetwoexamplesoftypesofinformationthatyouoryourcolleaguesdealwithatworkwhichmustbekeptconfidentialandsecure.
Links to L02: assessment criterion 2.4
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Ways of identifying the appropriate person to whom a call is transferredSometimesyouwillbespeakingtoacallerbutwillfindthatyouareunabletodealwiththeirqueries.Thecorrectthingtodointhissituationistotransferthecallertoacolleaguewhoisbetterabletohelpthem.Beforedoingso,youmustgetagoodunderstandingofthequeryorproblem.Forexample,itcouldbe:
asalesquery
anaccountingquery
adeliveryquery
areturnsquery.
Onceyouknowwhatthecallisabout,youcanidentifythecorrectpersontodealwithit.Itisimportantthatyouonlytransferthecalleronce,soensureyoutakecarewithroutingthecall.Imaginehowfrustratedyouwouldbeifyouphonedabusinesswithaqueryandwerethentransferredtotwoorthreepeoplebeforeitwasdealtwith,or,evenworse,yourcallwasleftonholdandforgottenabout.
Portfolio task 107.13
Writeabriefsummarywhichdescribeswaysofidentifyingtheappropriatepersontowhomacallshouldbetransferred.
Useanexampleofacallwhichyouhavetransferredatworkandsayhowyoudecidedwhototransferitto.Ifyouhavenothadtotransferacall,explainhowyouthinkyouwoulddoso.
Links to L02: assessment criterion 2.5
Information to be given when transferring calls or leaving messagesWhenyouneedtotransferacalltoacolleague,orleaveamessageforthemaboutacall,therearecertainkeypiecesofinformationwhichyoumustensureyougetfromthecallerbeforeyoupassthemtoyourcolleaguetodealwith.Theseinclude:
thecaller’sname
theirtelephonenumber,sotheycanbecalledbackifnecessary
thereasonforthecall.
Byprovidingyourcolleaguewiththisinformation,itwillsavethemtimeandenablethemtodealstraightawaywiththecaller’squery.
Portfolio task 107.14
Writeashortreportwhichdescribestheinformationtobegivenwhentransferringcallsorleavingmessages.
Remembertoincludeallofthekeyinformationthatanotherpersonwouldneedtoknowbeforetheymadecontactwiththecaller.
Links to L02: assessment criterion 2.6
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Make 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/
Office life
Itisimportantfororganisationstoprovidethenecessarytrainingfornewmembersofstafftolearnhowtooperatethetelephonesystem.Thiswillensurethatallstaffquicklybecomehighlyskilledinmaking,receivingandtransferringcallsusingthesysteminthecorrectway.Itwillalsopresentaprofessionalimagetocallersifallcallsarehandledefficientlyandquickly.
Top
tips
Ask the expert
Q IspendalotoftimeusingthetelephonesystematworkbutIamfindingitdifficulttotransfercallerstocolleagues.Asaresult,oneofourmainclientshascomplainedtothecompanyandmymanagerwantstospeaktomeaboutit.WhatshouldIdo?
A Atthemeetingwithyourmanager,offertoapologisepersonallytotheclientinquestion.Thiswillshowthatyoutakeyourresponsibilitiesseriouslyandareprofessional.Youshouldalsoaskyourmanagertoarrangeatrainingsessionforyou,sothatyoucanbecomeskilledandcompetentinallaspectsofoperatingthetelephonesystem.Thiswillenableyoutoworkonthephonewithconfidenceanditwillalsomakesurethatsituationssuchasthisdonotariseagain.
Rishi’s storyMynameisRishiHaria.I’m19yearsoldandhavebeenworkingasanofficeadministratoratExelElectricalManufacturingforthreemonths,havingcompletedmyLevel2NVQinBusiness&Administrationlastsummer.Ispendalotoftimeonthetelephone,eithertakingincomingcallsfrom–ormakingcallsto–customersanddistributors.
Iamfindingitdifficulttoworkwiththetelephonesystem–sometimesIlosecallerswhentryingtotransferthemtoacolleague.Recently,oneofthesecallersturnedouttobethemanagingdirectorofoneofourmajordistributorsandherangbacktocomplainaboutwhathedescribedasmy‘unprofessionalbehaviour’.
Ireallyenjoymyjob,butIamconcernedthatthisincidenthasmademelookbad,notonlyinfrontofmycolleagues,butalsomymanager.MymanagerhasaskedmetocometoameetingwithhimtomorrowtodiscusstheincidentandIamworriedaboutwhattosay.
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How to identify problems and who to refer them toSometimesyoumayencounteranunexpectedproblemwhenreceivingacall.Herearesomeexamples.
Thecallerisangryandtakingouttheirfrustrationonyou.
Thecallerwillnotstoptolistenandisshoutingatyou.
Therehasclearlybeenaseriousmistakeonthepartofthecompany–andthecalleriscomplainingaboutit.
Itisimportantnottotakecallsofthistypepersonallybuttoknowwhattodoinsuchasituation.Problemcallsmustbereferredtoyourlinemanager–oranotherseniormemberofstaffifyourmanagerisnotavailable–andmakesureyouletthecallerknowthatyouaretreatingtheirissuewithdueregard.
Organisational procedures when making and receiving telephone callsThefirstthingyouneedtodoinordertomakesureyouruseofthephoneisinlinewithyourcompany’sproceduresistoobtainandreadacopyofthem.Itisagoodideatohighlightanyareasintheprocedureswhichyouareunsureof,andthenaskyourmanagertoexplainthem.Onlywhenyouareperfectlyhappythatyoufullyunderstandyourcompany’sproceduresformakingandreceivingphonecallsshouldyouembarkonanyphoneconversationswithcustomers.Insomebusinesses,staffundergophonetrainingbeforetheyareallowedtospeaktocustomersonthephone.
Yourorganisation’sproceduresformakingphonecallsmaywellincludeanintroductorylinewhichstaffmustsaywhentheymakeacalltoacustomer.Forexample:‘Goodmorning/afternoon/evening,Sir/Madam.Mynameis___________andIamcallingyoufrom___________.Thereasonformycallis___________.’
Portfolio task 107.15
Writeabriefsummarywhichdescribeshowtoidentifyproblemswithphonecallsatworkandwhotoreferthemto.
Includetwoexamplesofproblemswhichyouhaveexperiencedandsaytowhomyoureferredthemandwhy.Ifyouhavenotyetexperiencedproblemswhenreceivingcalls,speaktoyourassessoraboutthebestwaytoapproachthistask.
Links to L02: assessment criterion 2.7
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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/
Yourcompanyprocedureformakingandreceivingcallswillcontaintwodistincttypesofinstructionswhichyoumustfollow:
Thingswhichyoumustsayanddo
Thingswhichyoumustnot sayordo.
SeetheexampleofacompanyprocedureinFigure107.4.
Activity 3Re-readtheexampleofanintroductorylineabove.Givetworeasonswhyyouthinkitisagoodideaforcallersfrombusinessestotellcustomerstheirnamewhencalling.
Company procedure for making and receiving phone calls
✔ ✘• Be polite
• Use the person’s name
• Take notes of the main points of the call
• Eat, drink or chew gum
• Use slang
• Raise your voice
Figure 107.4: Example of a company procedure for making and receiving phone calls
Portfolio task 107.16
Writeabriefsummarywhichdescribeshowtofolloworganisationalprocedureswhenmakingandreceivingtelephonecalls.
Startbyfindingacopyofyourcompany’sprocedurehandbookandusethistoexplainhowyoufollowthesestepswhenusingthetelephoneatwork.
Links to LO1: assessment criterion 1.9; LO2 assessment criterion 2.8
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Be able to make telephone calls Thefirstlearningoutcomeinthisunitfocusedontheknowledgethatyouwillneedtobeeffectiveatmakingtelephonecallsatwork.Portfoliotask107.18coverstheevidencewhichyoumustproducetoshowthatyouareabletodemonstratetheseskillsinyourjob.
How to report telephone system faultsIfyouexperienceaproblemwithyourphonesystematwork,youmustreportitstraightaway.Thepersontowhomyoushouldreportthefaultwillbespecifiedinyourcompany’sprocedureshandbook.Ifyouareindoubtastothecorrectcontactforreportingfaults,askyourmanager.
Remember,losttimeonthetelephoneisacosttoyourbusiness,soitisveryimportanttoreportfaultsimmediately.Also,ifthereisafaultonthesystemandyouareunabletodialout,itislikelythatcustomerscannotgetthroughtoyoueither–thiscreatesabadimpressionofthecompanyandmaycausecustomerstoworryaboutitsprofessionalstanding.
Portfolio task 107.17
Writeabriefsummarywhichexplainshowtoreporttelephonesystemfaults.
Itmayhelpyoutohaveacopyofyourcompany’sproceduretouseasaguidewhenwritingtheanswertothistask.
Links to LO1: assessment criterion 1.10; LO2 assessment criterion 2.9
Evidence collection
In order for you to complete the remaining assessment criteria to pass this unit successfully, you will need to carry out various tasks at work and then produce evidence to show that you have demonstrated the required skills and competence.
Evidence can be collected in a number of different ways. For example, it can be in the form of a signed witness testimony from a colleague or line manager, a copy of any related emails or letters you have produced, or a verbal discussion with your assessor.
Speak to your assessor to identify the best methods to use in order to complete each portfolio task and remember to keep copies of all the evidence which you produce.
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Make 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/
Be able to receive telephone callsThesecondlearningoutcomeinthisunitfocusedontheskillsrequiredtobeeffectiveatreceivingphonecalls,transferringcallstocolleaguesandtakingmessagesforothers.Portfoliotask107.19coverstheevidencewhichyoumustproducetoshowthatyouareabletodemonstratetheseskillsinyourjob.
Portfolio task 107.18
Gatherevidenceofyourworktoshowyourassessorthatyouhavesuccessfullycarriedoutthetasksoutlinedinthetablebelow.Checkwithyourassessoronthebestwaysofgatheringevidenceforeachofthetasksbeforeyoubegin.
Task Evidencecollected
1.Identifythepurposeofthecall.
2.Obtainthenameandnumberofthepersontobecontacted.
3.Makecontactwiththeperson.
4.Communicateinformationtoachievethepurposeofthecall.
5.Projectapositiveimageofyourselfandtheorganisation.
6.Summarisetheoutcomesoftheconversationbeforeendingacall.
7.Reporttelephonesystemfaults,ifnecessary.
Links to LO3: assessment criteria 3.1, 3.2, 3.3, 3.4, 3.5, 3.6 and 3.7
A version of this table, ready for you to complete, is available to download from www.contentextra.com/businessadmin
Make and receive telephone calls
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A version of this table, ready for you to complete, is available to download from www.contentextra.com/businessadmin
Portfolio task 107.19
Gatherevidenceofyourworktoshowyourassessorthatyouhavesuccessfullycarriedoutthetasksoutlinedinthetablebelow.Checkwithyourassessoronthebestwaysofgatheringevidenceforeachofthetasksbeforeyoubegin.
Task Evidencecollected
1.Answeraphonefollowingorganisationalprocedures.
2.Giveapositiveimageofyourselfandtheorganisation.
3.Identifythecaller,wheretheyarecallingfromandwhattheyneed.
4.Giveaccurateandup-to-dateinformationwhileprotectingconfidentialityandsecurity.
5.Transfercalls,ifrequired.
6.Takeandpassonmessagesaccordingtothecaller’sneeds.
7.Summarisetheoutcomesoftheconversationbeforeendingthecall.
8.Reporttelephonesystemfaults,ifnecessary.
Links to LO4: assessment criteria 4.1, 4.2, 4.3, 4.4, 4.5, 4.6, 4.7 and 4.8
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Make 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/
Check your knowledge
1 What does the divert feature on phones do?
a.Itredirectsanincomingcalltoyourphonetoacolleague’sphone.
b.Ittellsthecalleryouaretoobusytotalktothem.
c.Itdirectsallyourcallstoyourmanager’sphone.
d.Itputsthecallthroughtoyourvoicemail.
2 Why is it important to identify the purpose of a phone call before you make it?
a.Toavoidangrycustomers.
b.Toensurethatyouhavetosayaslittleaspossible.
c.Toensurethatyoucanprepareforthecallinadvance.
d.Tohelpreducethephonebill.
3 From an office phone system, how would you usually get an outside line?
a.Ringtheoperator.
b.Askforpermission.
c.Dial9.
d.Youcannotusuallydialanoutsidelinefromanoffice.
4 At the end of a phone call, why is it important to summarise the information discussed during the call?
a.Toaddfurtherinformation.
b.Tochangeyourmind.
c.Totellthecalleryoucannothelpthem.
d.Tomakesurethatyoubothagreeonwhathasbeensaidandtocorrectanymisunderstandings.
5 Why should you never use slang words or phrases when on the phone at work?
a.Becauseitisnotfashionable.
b.Becauseitisnotconsideredprofessional.
c.Becausesomeonemighthearyou.
d.Becauseitisagainstthelaw.
6 What is a useful way to identify your caller?
a.Askthemfortheirnameandcustomerreferencenumber.
b.Askthemfortheirfirstname.
c.Askthemwheretheyarecallingfrom.
d.Askthemwhattheproblemis.
7 What does confidential mean?
a.Veryconfident.
b.Notveryconfident.
c.Secret.
d.Suspicious.
8 Which of the following is not considered to be confidential information?
a.Acustomer’sbankaccountdetails.
b.Acustomer’spersonaladdressandhomephonenumber.
c.Thebusiness’saddress.
d.Thebusiness’slistofcustomers.
9 In order to project a professional image at work, which of the following should you never do when you are on the phone?
a.Shoutatthecaller.
b.Listentoyourcaller’sneeds.
c.Askyourcallerhowyoucanhelpthem.
d.Referyourcallertoacolleagueifyouareunabletohelpthem.
10 How can you ensure confidential information at work is kept safe?
a.Takeithomewithyou.
b.Leaveitunderyourdesk.
c.Lockitawayinadrawerorplaceitinasealedenvelope.
d.Leaveitwiththereceptionist.
Answers to these questions can be found on the website.
Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/Free Multi-Width Graph Paper from http://incompetech.com/graphpaper/multiwidth/
Make and receive telephone calls
NVQ/SVQ Level 2 Business & Administration
Unit Q107
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Portfolio task and page reference Mapping assessment criteria
107.1(page3) 1.1
107.2(page4) 1.2
107.3(page5) 1.3
107.4(page5) 1.4
107.5(page6) 1.5
107.6(page7) 1.6
107.7(page8) 1.7
107.8(page10) 1.8
107.9(page11) 2.1
107.10(page12) 2.2
107.11(page12) 2.3
107.12(page12) 2.4
107.13(page13) 2.5
107.14(page13) 2.6
107.15(page15) 2.7
107.16(page16) 1.9and2.8
107.17(page17) 1.10and2.9
107.18(page18) 3.1,3.2,3.3,3.4,3.5,3.6and3.7
107.19(page19) 4.1,4.2,4.3,4.4,4.5,4.6,4.7and4.8
Make and receive telephone calls
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What your assessor is looking forInordertoprepareforandsucceedincompletingthisunit,yourassessorwillrequireyoutobeabletodemonstratecompetenceinalloftheperformancecriterialistedinthetablebelow.
Yourassessorwillguideyouthroughtheassessmentprocess,butitislikelythatforthisunityouwillneedto:
completeshortwrittennarrativesorpersonalstatementsexplainingyouranswers
takepartinprofessionaldiscussionswithyourassessortoexplainyouranswersverbally
completeobservationswithyourassessorensuringthattheycanobserveyoucarryingoutyourworktasks
produceanyrelevantworkproductstohelpdemonstratehowyouhavecompletedtheassessmentcriteria
askyourmanager,acolleagueoracustomerforwitnesstestimoniesexplaininghowyouhavecompletedtheassessmentcriteria.
Theevidencewhichyougeneratefortheassessmentcriteriainthisunitmayalsocounttowardsyourevidencecollectionforsomeoftheotherunitsinthisqualification.Yourassessorwillprovidesupportandguidanceonthis.
Thetablebelowliststheportfoliotaskswhichyouneedtocompleteforthisunit,mappedtotheirassociatedassessmentcriteria.