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LEARNERS GUIDE

COMMUNICATE ON THE TELEPHONE

Published by

HEART TRUST/NATIONAL TRAINING AGENCY

Produced by

TVET Resource Centre


Gordon Town Road
Kingston 7
Jamaica W.I.

*** 2003***

Version 1 CUR UNIT JAN. 03


LEARNERS GUIDE

2003 HEART Trust/NTA


Kingston
Jamaica

This material is protected by copyright. Copying this material or any part of it by any means, including
digital or in any form is prohibited unless prior written permission is obtained from the HEART
Trust/NTA.

Design and Development work


done by the Learning Resource
Unit of the TVET Resource
Centre

Version 1 CUR UNIT JAN. 03


TABLE OF CONTENTS

PAGE

Introduction.................................................................................................................... 1

Welcome ................................................................................................................... 1
This Competency Unit.................................................................................................... 1
Before You Start ............................................................................................................. 2
Planning Your Learning Programme ............................................................................. 2
Self-Assessment Checklist ............................................................................................. 3
How To Use This Learners Guide ................................................................................ 4
Using the Computer and Other Resources..................................................................... 5
Method of Assessment.................................................................................................... 6

Element 1: Respond to incoming telephone calls .............................................................. 7

Self-Assessment Checklist ........................................................................................... 12

Element 2: Make telephone calls ......................................................................................... 13

Self-Assessment Checklist ........................................................................................... 15

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LG -THHCOR0051A:
COMMUNICATE ON THE
TELEPHONE

INTRODUCTION

Welcome

Welcome to the Learners Guide for Competency Standard Communicate on the Telephone.
This is just one of a number of Learner Guides produced for the Food and Beverage Skills
stream of the Tourism and Hospitality Industry, and it is designed to guide you, the learner,
through a series of learning processes and activities that will enable you to achieve the specified
learning outcomes for the competency unit.

The content of this guide was developed from the Competency Standard TTHCOR0051A,
which is one of the basic building blocks for the National Vocational Qualification of Jamaica
(NVQJ) certification within the industry. Please refer to your Learners Handbook for a
thorough explanation of standards and competencies, and how these relate to the NVQJ
certification.

You are also advised to consult the Competency Standard for a better understanding of what is
required to master the competency.

This Competency Unit

Communicate on the Telephone addresses the knowledge and skills requirements for
effectively communicating on the telephone. This competency consists of the following areas or
elements:

Element 1: Respond to incoming telephone call

Element 2: Make telephone calls

As you go through each element you will find critical information relating to each one. You are
advised to study them carefully so that you will be able to develop the necessary knowledge,
skills and attitudes for communicating on the telephone.

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Before you start

Before you start this Learners Guide, you need to:

a. Obtain a Learners Logbook that you `will use to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and have your
learning facilitator sign off on them. This will allow you to provide evidence of your
competence when you are being assessed against the competency standard.

b. Ensure that you have access to the facilities and equipment necessary for learning.

c. Ensure that your learning resources are available.

d. Ensure that you are wearing suitable clothing, that tools and equipment are safe, and that the
correct safety equipment is used.

e. Plan your learning programme (see below)

f. Understand how to use this Learners Guide (see below)

Planning your learning programme

The self-assessment checklist on the following page will assist you in planning your training
programme as it will help you to think about the knowledge and skills needed to demonstrate
competency in this unit. As you go through checklist you will be able to find out what
competencies you have already mastered and which one you will need to pay more attention to
as you go through the learning process.

To complete the self-assessment checklist simply read the statements and tick the Yes or No
box. You should do this exercise now.

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SELF-ASSESSMENT CHECKLIST
- Communicate on the Telephone

Element 1 Respond to Incoming Telephone Calls Yes No

1. I can answer telephone calls promptly, clearly and politely ( ) ( )

2. I can give friendly assistance to callers ( ) ( )

3. I understand how to transfer calls promptly and efficiently ( ) ( )

4. I can accurately relay and route messages from incoming calls ( ) ( )

5. I can handle non-typical telephone calls ( ) ( )

Element 2 Make Telephone Calls Yes No

1. I can identify the features of the telephone ( ) ( )

2. I can clearly establish purpose of telephone call prior to calling ( ) ( )

3. I can use equipment correctly to establish contact ( ) ( )

4. I can place calls using appropriate telephone etiquette ( ) ( )

How did you do?

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If you ticked all or most of the Yes boxes then you might not need to go through the entire
guide. Ask your learning facilitator to assist you in determining the most appropriate direction
for this competency.

If you ticked a few of the Yes boxes or none at all then you should work through all of the
guide, even though some of the material my be familiar to you.

Plan your learning based on your answers. Be sure to involve your learning facilitator in the
planning process.

How to use this Learners Guide

This Learners Guide is designed to assist you in working and learning at your own pace.

We suggest that you:

Go through the sections/elements as they are presented (starting at Section 1)

Check your progress at each checkpoint to ensure that you have understood the material

Observe the icons and special graphics used throughout this guide to remind you of what you
have to do to enhance your learning. The icons and their meanings are as follows:

Complete Assessment Exercise


This exercise requires you to think about the knowledge and skills
that you have or will develop in this competency unit.

Definition Box
Words/phases are defined or explained in this box. The
words/phases being explained are in bold print.

Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked.

Activity
This denotes something for you to do either alone or with
the assistance of your learning facilitator.

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Reference
Points you to the reference materials and other support
documents or resources used in compiling the unit content.

Ask your learning facilitator for help if you have any problems with the interpretation of the
contents, the procedures, or the availability of resources

Complete each activity as you come to it. If the activity requires you to perform an actual
task, be sure to tell your learning facilitator when you get to that activity so that he/she can
make the arrangements, if necessary

Get your learning facilitator to sign and date the Learner Logbook when you have completed
an activity

Complete the self-assessment checklist at the end of each section or element.

When you have worked through all elements of the guide, and when you can tick every Yes
box, you are ready for assessment and may ask your learning facilitator to assist you in making
the arrangements to have your performance assessed.

Using the Computer and Other Resources

Where your activities refer you to the library, computer and Internet resources, ask your learning
facilitator to assist you with locating these resources. If you are getting your training in an
institution, there may be a library and computer laboratory. If this is not the case, visit the local
library and find out what resources are available.

If you are new to the computer and the Internet, someone should be able to show you how to use
these resources.

Please note that in many of your activities you have been referred to information on the Internet.
This is because the Internet has a vast amount of information that can help you in acquiring the
particular competencies. We would like to advice you, however, that we cannot guarantee that
all the sites will be available when you need them. If this happens, ask your learning facilitator
to assist you with locating other sites that have the information you require.

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Method of Assessment

Competency will be assessed while work is being undertaken under direct supervision with
regular checks, but may include some autonomy when working as a team. You are advised to
consult the associated competency standard for further details relating to the assessment
strategies.

You may now start your learning. Have fun while you work!

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ELEMENT 1: RESPOND TO INCOMING TELEPHONE CALLS

LEARNING OUTCOMES

As you go through this element you need to ensure that you acquire the necessary skills and
attitudes to communicate on the telephone. Your learning facilitator is there to assist you
through the different activities, so on completion you will be able to:

1. Answer telephone calls promptly, clearly and politely


2. Give friendly assistance to the caller
3. Understand how to transfer calls promptly and efficiently
4. Accurately relay and route messages from incoming calls
5. Handle non-typical telephone calls

TELEPHONE SKILLS

Communicating on the telephone is an essential part of customer service. You must note that in
answering the phone at work, you are the ambassador for your company. A telephone
conversation is the first contact that a customer has with the company. If your telephone manner
is inadequate then the caller receives a poor impression of the company, and surely that is not
what you want to happen.

So remember, every telephone call whether incoming or outgoing is an opportunity for you to
promote good public relations for your company. That first impression, good or bad, can be
lasting, it can also mean more business for your employer or none!

Here are some important points that you must note when answering the telephone:

Answer all calls whether internal or external promptly


Greet the customer (internal and external) with a cheerful voice
Identify your organisation
Answer questions honestly, do not guess, if you do not know tell the customer that you will
ask someone who knows and that you will call back with the answer
Ask the caller for his/her name and contact number

Discuss with your learning facilitator the appropriate greeting styles you need to use when
answering the telephone phone.

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Here is an example:

Good morning, this is the Blue Whale Hotel, how may I be of assistance, or how may I direct
your call?

Once you have been given the callers name, use it throughout the conversation, as this will
make your customer feel special.

GIVE FRIENDLY ASSISTANCE TO THE CUSTOMER

You will never get a second chance to make a first impression!

Your voice should be clear and distinct, and you should use a polite and pleasant tone at all
times. This will tell the customer whether you are interested in giving him/her assistance. In
addition to having a well-modulated voice you should make it your business to know the
following things about your workplace so that you can give prompt, accurate, and friendly
assistance to your customers:

The people with whom you work and their duties


The products and services that your organisation has to offer, the prices and any special
features or benefits that it has, as well as working hours.

To give friendly assistance, you need to listen actively, giving your undivided attention to the
customer. You should also find out what it is that the customer wants, and do the following
to ensure that you transfer the call correctly:

Repeat to the customer the information you received to ensure that you understand
the request and that it is handled correctly and efficiently
Tell the customer what action you are going to take, when you will do it and how
long will it take

Customers like to deal with persons who are knowledgeable about what goes on at their
workplace. They do not like to be transferred from one place to another. It is irritating and
frustrating.

Have you ever called a business place to get information and you were transferred from one
department to another? How did you feel?

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ACTIVITY:

Ask your learning facilitator to have you and your colleagues role-
play answering the telephone. Pretend that the person calling wants
some information about the hotel for which you work. Note how
your classmates handle the call and discuss what improvements, if
any, should be made.

In assessing the role-play, did you consider:

Voice and speech conveying warmth, friendliness and interest?


Voice was natural, expressive and clear?
Caller did not have to repeat something because the person mumbled or did not speak
distinctly?

Remember the ABC of Telephone Manner is - Always Be Courteous

Dont Forget!! Please ,Thank you, Good morning, Good afternoon, How can I help you?

TRANSFERING CALLS PROMPTLY AND EFFICIENTLY

You must give accurate and appropriate assistance when transferring calls. It is important
that having listened attentively to the callers request you:

First find out if the person to whom you are transferring the call is available
Give the caller the name of the person or department to which you are transferring the
call
Give the person receiving the transferred call the name of the caller and any helpful
information regarding the call, for example, the request of the caller.
Let the caller know if the number to which you are transferring the call is engaged or
if the person is away from his/her desk
Take an accurate message or action if the transfer was not successful

TIP: Do not keep messages in your head, write them down on a message pad or put them on the
persons voice mail. Make sure to pass on messages promptly.

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ACTIVITY:

Ask your training facilitator to assist you in practising transfer of


telephone calls.

RELAYING MESSAGES FROM INCOMING CALLS

In order to effectively relay messages there are some very important tools which you must have:

Pencil/Pen
Message pad
Note pad
Telephone directory
Internal directory with extension numbers

The message must be clearly recorded on your message pad and should include:

- The date
- Time
- The person called
- The caller
- Telephone number of the caller
- The message
- Your name

CHECKPOINT : What item should you have beside you when making
and taking
telephone calls?
What are some possible consequences if you fail to deliver messages
received?

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The information that you take must be accurate so, it is very important that you obtain the correct
spelling of the callers name, and you repeat the message to the caller to ensure that you have a
full understanding of the message. The message must be accurately transmitted either (orally or
in writing to the guest or co-worker. It must also be clear, easily understood and legible if it is
written.

ACTIVITY

Think of different scenarios and role-play activities for the relaying of


messages from incoming calls with your colleagues. Ensure that all
elements of telephone etiquette are followed.

HANDLING NON-TYPICAL TELEPHONE CALLS

There are some instances in which you will receive calls that are outside the nor of your regular
telephone experience. These include: threatening, obscene or suspicious calls. Such calls may
be directed at the organisation with which you work or a particular person. Each organisation or
establishment will have its own policy, for dealing with these calls. It is your duty to abide by
these policies and take the necessary action.

If you are encountered with such calls, you should:

Remain calm and professional, do not panic


Report the matter to a manager who will decide what action to be taken, for example, the
manager may decide to ignore the threat or may sound the alarm.

ACTIVITY

Ask your training facilitator to discuss with you the policies that
organizations usually have regarding these types of calls.

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ARE YOU READY TO PROVE YOUR COMPETENCY?

Now that you have completed this element, see if you have fully grasped all the components by
doing the following Self Assessment.

Checklist 1
Yes No

1. I understand how to transfer calls promptly and efficiently ___ ___

2. I understand the correct procedure for answering the


Telephone ___ ___

3. I understand how to use voice and speech to convey


warmth, friendliness, and interest ___ ___

4. I know the procedures for transferring calls and relaying


messages ___ ___

5. I can identify non-typical calls.

Checklist 2
Yes No

1. I can answer telephone calls promptly, clearly and politely ___ ___

2. I can give friendly assistance to the caller ___ ___

3. I can relay and route messages from incoming calls


accurately and efficiently ___ ___

4. I can handle non-typical telephone calls ___ ___

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ELEMENT 2: MAKE TELEPHONE CALLS

LEARNING OUTCOMES

As you go through this element you need to ensure that you acquire the necessary knowledge,
skills and attitudes to make telephone calls. Your learning facilitator is there to assist you
through the different activities, so, on completion, you will be able to:

1. Identify the features and accessories of a telephone


2. Use the telephone correctly to make calls
3. Employ polite and courteous telephone manners when making calls

TYPES AND FEATURES OF THE TELEPHONE

To make telephone calls and use the telephone efficiently, it is important that you understand the
types and features of the telephone:

Types of Telephones

- Speakerphone
- Automatic dialing phone
- Cellular/mobile
- Cordless
- Button
- Picturephone/videophone

Parts of the Telephone

- Handset
- receiver
- Cord
- Buttons/keys
- Headset

Features

- Call waiting
- Call forwarding
- Conferencing
- Intercom
- `Hold button

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ACTIVITY

Ask your learning facilitator to show you the features of a fixed line
telephone and a cellular/mobile phone. Compare both instruments and
discuss any similarities and differences between them.

Obtain the text New Caribbean Office Procedures by Harrison J.


Santlebury E.B. Pitman Publishing. Read pages 28 39 and you will
find out more about telephone features. You can discuss these with your
peers.

MAKING TELEPHONE CALLS

There are instances when you will be required to make telephone calls on the job, for a customer,
a manager, or one of your colleagues. They should be made based on:

The order in which they are received, except in cases of emergency or urgency

It is also important that you record accurately the information needed to make the call, for
example, the name of the person or the place being called and the telephone number.

As in receiving calls you are required to:

Be polite, efficient and professional


Listen keenly and attentively
Acknowledge the callers request and act promptly in placing the call
Have the necessary tools on hand i.e. directory, note pad, pencil, telephone log, etc.
Access telephone numbers within a reasonable time
Advise the customer (internal or external) on the status of his/her request where there
are delays in placing the call

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ACTIVITY:

Ask your learning facilitator to view with you the Video Winning
Telephone Tips - JWA productions, 1994, by Timm P.R. (30 mins.)
and discuss the contents.

ARE YOU READY TO PROVE YOUR COMPETENCY?

Now that you have completed this element, see if you have fully grasped all the components by
doing the following Self Assessment:

Checklist 1
Yes No

1. I understand how to transfer calls promptly


and efficiently ___ ___

2. I can identify the types and features of


a telephone ___ ___

3. I understand how to handle non-typical calls ___ ___

Checklist 2
Yes No

1. Telephone calls are answered promptly, clearly


and politely ___ ___

2. Friendly assistance is given to the caller ___ ___

3. Messages from incoming calls are accurately


relayed and routed ___ ___

4. Non-typical telephone calls are handled appropriately ___ ___

5. Advise is given on delays encountered in placing


calls ___ ___

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