| 1 | Understand how to make telephone calls | 1.1 | Describe the different features of telephone systems and how to use them |
| 1.2 | Give reasons for identifying the purpose of a call before making it |
| 1.3 | Describe different ways of obtaining the names and numbers of people that need to be contacted |
| 1.4 | Describe how to use a telephone system to make contact with people inside and outside an organisation |
| 1.5 | Explain the purpose of giving a positive image of self and own organisation |
| 1.6 | Explain the purpose of summarising the outcomes of a telephone conversation before ending the call |
| 1.7 | Describe how to identify problems and who to refer them to |
| 1.8 | Describe organisation structures and communication channels within an organisation |
| 1.9 | Describe how to follow organisational procedures when making a telephone call |
| 1.10 | Explain how to report telephone system faults |
| 2 | Understand how to receive and transfer telephone calls | 2.1 | Describe how to identify callers and their needs |
| 2.2 | Explain the purpose of giving accurate and up to date information to callers |
| 2.3 | Explain the purpose of confidentiality and security when dealing with callers |
| 2.4 | Describe the types of information that could affect confidentiality and security and how to handle these |
| 2.5 | Describe ways of identifying the appropriate person to whom a call is transferred |
| 2.6 | Describe the information to be given when transferring calls or leaving messages |
| 2.7 | Describe how to identify problems and who to refer them to |
| 2.8 | Describe how to follow organisational procedures when receiving a telephone call |
| 2.9 | Explain how to report telephone system faults |
| 3 | Be able to make telephone calls | 3.1 | Identify the purpose of the call |
| 3.2 | Obtain the name and number of the person to be contacted |
| 3.3 | Make contact with the person |
| 3.4 | Communicate information to achieve the purpose of the call |
| 3.5 | Project a positive image of self and organisation |
| 3.6 | Summarise the outcomes of the conversation before ending a call |
| 3.7 | Report telephone system faults, if necessary |
| 4 | Be able to receive telephone calls | 4.1 | Answer a phone following organisational procedures |
| 4.2 | Give a positive image of self and organisation |
| 4.3 | Identify the caller, where they are calling from, and what they need |
| 4.4 | Give accurate and up to date information whilst protecting confidentiality and security |
| 4.5 | Transfer calls, if required |
| 4.6 | Take and pass on messages according to the caller’s needs |
| 4.7 | Summarise the outcomes of the conversation before ending the call |
| 4.8 | Report telephone system faults, if necessary |
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