View Unit : Making and receiving calls

Unit

Unit Reference Number

T/502/4007

Qualification Framework

QCF

Title

Making and receiving calls

Unit Level

Level 1

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.2 Administration

Unit Grading Structure

Pass

Assessment Guidance

n/a

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Be able to make calls	1.1	Identify the purpose of the call
		1.2	Confirm the name and number of the person to be contacted before making the call
		1.3	Make a call communicating basic information clearly and accurately
2	Be able to receive calls	2.1	Answer the call promptly and politely, observing any organisational procedures
		2.2	Identify the caller, where they are calling from and the reason for their call
		2.3	Follow any organisational procedures relating to confidentiality and security
		2.4	. Take short messages
3	Know why it is important to an organisation that calls are handled appropriately	3.1	State how appropriate tone and language create a positive impression
3		3.2	State how creating a positive impression during a call benefits the organisation

Equivalent Units

There are no equivalences to display.