Home / Accredited / Unit-Standard Short Courses / Telephone and Verbal Communication (Unit Standards 7790 + 9533) (2 days)
Quick Look Course Summary:Telephone and Verbal Communication (Unit Standards 7790 + 9533) (2 days)
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Length: 2 day(s)
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Price (at your venue): 1 Person R 14,642 EX VAT 3 Person R 9,476 EX VAT 10 Person R 6,472 EX VAT
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Certification Type:Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Telephone and Verbal Communication (Unit Standards 7790 + 9533) (2 days)
Staff who handle incoming and outgoing calls professionally, decide what may be disclosed, deal calmly with abusive callers and emergencies, and use communication skills to defuse and resolve conflict – with 6 accredited credits.
The telephone and the spoken word are where many customer relationships are won or lost. This accredited telephone skills course combines two unit standards from the National Certificate: Business Administration Services (NQF Level 3, SAQA ID 67465), each taught and assessed on its own: unit standard 7790 on processing incoming and outgoing telephone calls (NQF Level 3, 3 credits) and unit standard 9533 on communicating to handle and settle conflict at work (NQF Level 3, 3 credits). Because both belong to the same qualification, BOTI registers them together as one skills programme under its Services SETA accreditation.
Day one follows unit standard 7790: deciding what information may be given out, handling incoming calls, transfers and messages, and dealing with abusive callers and emergencies.
Day two follows unit standard 9533: recognising conflict situations at work, separating feelings from the real problem, and using communication skills to reach a resolution.
Why this course
For your organisation
- Callers who get a professional, consistent response
- Confidential information protected on the phone
- Conflict defused before it escalates
- Six accredited credits registered as one skills programme
For your delegates
- Six accredited credits from two unit standards in one qualification
- Confidence on the phone, even with difficult callers
- Practical techniques for calming conflict
- A portfolio of evidence that counts towards a national certificate
What delegates will be able to do
- Decide what information may be disclosed on the phone
- Handle incoming calls, transfers and messages
- Deal with abusive callers and emergencies
- Recognise conflict situations at work
- Separate feelings from the real problem
- Use communication skills to resolve conflict
Who should attend
Receptionists, call centre agents, administrators, personal assistants and anyone who handles calls or deals with upset customers and colleagues. Unit standard 7790 assumes no formal entry requirement. Unit standard 9533 assumes literacy at ABET Level 4.
Course outline
Day 1 – Unit standard 7790: handling telephone calls
Outcome 1: Deciding what to disclose
- Information you may and may not share, and why
- Finding telephone numbers
- Preparing notes and equipment before outgoing calls
- Learning a new switchboard system quickly
Outcome 2: Incoming calls, transfers and messages
- Acknowledging callers and explaining delays
- Answering a switchboard versus a private phone
- Etiquette for answering, transferring and making calls
- Body language on the phone
- Probing questions: help or transfer?
- Transferring quickly and politely
- Taking a complete message or offering a call-back
Outcome 3: Abusive callers and emergencies
- Techniques for handling abusive callers
- Responding to emergency calls
- Portfolio of evidence for unit standard 7790
Day 2 – Unit standard 9533: handling and resolving conflict
Outcome 1: Conflict situations at work
- Types of conflict that arise in the workplace
- Workplace examples and what lies behind them
- Who the role-players are
- Why conflict happens
Outcome 2: Feelings versus the real problem
- How different people behave in conflict
- Recognising your own feelings
- Your own behaviour under pressure
- Exercises: from first reaction to solving the problem
Outcome 3: Resolving conflict
- Methods for resolving conflict
- Choosing a method that fits the situation
- Role plays on workplace conflicts
- Portfolio of evidence for unit standard 9533
How it is delivered
Two days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20. Learner guide and workbook for each unit standard, practical workplace activities, and a portfolio of evidence that delegates complete after the course for assessment and moderation.
What our clients say
“The training was practical, engaging and relevant to our workplace environment, providing participants with valuable knowledge and practical skills that could be applied in their respective roles.”
“The facilitator was excellent and took time to ensure that the employee understood the content and was able to apply the learning in order to develop the portfolio of evidence.”
“The training was well received and we were impressed by the knowledge of the facilitators and the quality of overall training.”
Frequently asked questions
Is this course accredited?
Yes. It covers unit standards 7790 (NQF Level 3, 3 credits) and 9533 (NQF Level 3, 3 credits). Both belong to the National Certificate: Business Administration Services (NQF Level 3) (SAQA ID 67465), so they are registered together as one skills programme under BOTI's Services SETA accreditation (12582).
Until when can delegates enrol?
Delegates can enrol until 30 June 2028.
Are there entry requirements?
Unit standard 7790 assumes no formal entry requirement; unit standard 9533 assumes literacy at ABET Level 4.
How are delegates assessed?
Each unit standard has its own portfolio of evidence, completed after the course and then assessed and moderated. Delegates found competent receive a statement of results.
Is there a shorter version without assessment?
Yes. Slick and Confident Telephone Management Techniques and Reception and Telephone Etiquette Training cover the practical skills, with a BOTI certificate of attendance.
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