Telephone Skills

Status Of The Programme: 
ACTIVE - Blended Learning
Purpose of the Programme: 

The purpose of this programme is to equip learners with the necessary knowledge, skills and attitudes to process incoming
and outgoing telephone calls within the workplace.

► ONLY : R665.22 (Excl. VAT) per delegate for Online Blended Learning

► ONLY : R1 400.00 (Excl. VAT) per delegate for onsite group bookings (minimum 10 delegates) 

Program Outcomes: 
Program OutcomesLevelCredits

On completion of this programme learners will be able to:
• Process incoming and outgoing telephone calls
• Take messages for others in the organisation
• Deal with callers politely and in keeping with the organisation`s image and standard telephone etiquette
• Deal with emergency situations
• Describe non-disclosable information
• Demonstrate the ability to learn from our actions and to adapt performance

Programme Outline: 

• Introduction to telephone skills
• Telephone courtesy
• Telephone speech
• Telephone efficiency
• Incoming telephone calls
• Outgoing telephone calls
• Professional image
• The communication process
• Body language over the telephone
• Telephone skills
• Voice usage
• Disclosable and non-disclosable information
• Telephone numbers
• Emergency situations
• Records

Learning Assumed to be in Place: 



OPTION 1 (Online training via the blended learning approach):

Learning Journey and Duration: Learners will have access to the Learning Management System (LMS) for 30 days and this will include all activities.  

OPTION 2 (Group bookings for onsite training – minimum of 10 delegates):

Learning Journey and Duration: 1 Day of classroom training.

Assessment Details: Learners will be formatively assessed by means of activities. All activities will be done on the Learning Management System (LMS) platform.

Certification: Delegates will receive a certificate of attendance after completion of the programme.


Target Group: 

All those operating in a business environment must be able to use the telephone effectively. This includes individual use as
well as the relaying of messages for others.