Receiving and Receiving and Relaying Messages 3Relaying Messages 3

Note TakingNote Taking

A useful skill in business. It enables A useful skill in business. It enables employees to correctly capture employees to correctly capture information.information.– Make sure to listen carefullyMake sure to listen carefully– Be BriefBe Brief– Develop Short cutsDevelop Short cuts– Listen for signalsListen for signals– Re Read notes when finishedRe Read notes when finished

Message TakingMessage Taking

When taking a message key material When taking a message key material is needed:is needed:– UrgencyUrgency– Whom it is intended forWhom it is intended for– The caller’s name and organisationThe caller’s name and organisation– Time, date, place of messageTime, date, place of message– The messageThe message– Name or signature of person who took Name or signature of person who took

messagemessage

Telephone CommunicationTelephone Communication This is a vital part of a business’ This is a vital part of a business’

operations. operations. This is usually the clients initial contact This is usually the clients initial contact

with the company.with the company. It is the most common way of It is the most common way of

communicating.communicating. When you are using the telephone you When you are using the telephone you

need to:need to:• Be helpfulBe helpful• Speak clearlySpeak clearly• Greet the caller politelyGreet the caller politely

Questions – Questions – BSBCMM201A 3.1 & 3.3BSBCMM201A 3.1 & 3.3

1. How can a business organisation avoid getting a poor reputation 1. How can a business organisation avoid getting a poor reputation with reference to making outgoing and incoming telephone with reference to making outgoing and incoming telephone calls.calls.

2. Read the following telephone responses and generate a more 2. Read the following telephone responses and generate a more appropriate one.appropriate one.

Who’s callingWho’s calling What is your nameWhat is your name She is too busy nowShe is too busy now There is nothing I can do for youThere is nothing I can do for you I have to call extension 45I have to call extension 45

3. You are employed by the Harvey Travel Group. You have just 3. You are employed by the Harvey Travel Group. You have just taken a booking for a flight to Perth for two adults costing $760 taken a booking for a flight to Perth for two adults costing $760 in total.in total.

– Re create the phone call from start to finish. Make sure you Re create the phone call from start to finish. Make sure you give attention to cost, use etiquette and be polite.give attention to cost, use etiquette and be polite.