Home / Accredited / Unit-Standard Short Courses / Customer and Colleague Communication (Unit Standards 9960 + 14338) (3 days)
Quick Look Course Summary:Customer and Colleague Communication (Unit Standards 9960 + 14338) (3 days)
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Length: 3 day(s)
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Price (at your venue): 1 Person R 21,125 EX VAT 3 Person R 13,658 EX VAT 10 Person R 9,124 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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Customer and Colleague Communication (Unit Standards 9960 + 14338) (3 days)
Staff who choose the right way to get a message across, give and confirm clear instructions, and handle customer enquiries courteously from the first greeting to the follow-up – with 10 accredited credits.
Misunderstood instructions and badly handled enquiries cost time and goodwill, both inside the organisation and at the front desk. This accredited workplace communication course combines two unit standards, each taught and assessed on its own: unit standard 9960 on verbal and non-verbal communication at work (NQF Level 3, 8 credits), part of the National Certificate: Business Administration Services (NQF Level 3, SAQA ID 67465), and unit standard 14338 on attending to customer enquiries in an office (NQF Level 2, 2 credits), part of the National Certificate: Business Administration Services (NQF Level 2, SAQA ID 23833). BOTI delivers both under its Services SETA accreditation.
Days one and two follow unit standard 9960: picking a way of communicating that suits the listener, getting past the barriers that block understanding, drawing information from the people who report to you, giving instructions and checking that they landed, and dealing with clients from the first request to a written confirmation.
Day three follows unit standard 14338: greeting customers and finding out what they need, handling telephone and electronic requests, referring queries that fall outside the routine, and responding to complaints face to face and on the phone.
Why this course
For your organisation
- Instructions that are understood and acted on the first time
- Customers greeted promptly and enquiries resolved or referred correctly
- Complaints passed to senior staff and followed up, not lost
- Two accredited unit standards towards a Business Administration qualification
For your delegates
- Ten accredited credits from two unit standards
- Practical techniques for verbal and non-verbal communication
- A simple routine for taking, logging and closing customer enquiries
- Confidence to handle difficult queries and to know when to refer them
What delegates will be able to do
- Choose a way of communicating that suits the audience and overcome barriers to understanding
- Gather information from team members and give clear instructions
- Use feedback to check that a message has been understood
- Ask clients for information, confirm their instructions in writing and see conversations through to a close
- Greet customers courteously and clarify what they need
- Handle telephone and electronic enquiries and record their details accurately
- Refer unusual queries to experienced staff and agree follow-up with the customer
- Acknowledge complaints, keep customers informed of progress and record each interaction
Who should attend
Administrators, receptionists, front-office and customer-service staff, team leaders and supervisors who give instructions to others and deal with clients or the public. Unit standard 9960 assumes literacy and numeracy at NQF Level 2; unit standard 14338 is open to learners who hold a GETC or equivalent and are competent in communication and mathematical literacy at NQF Level 1.
Course outline
Day 1 – Unit standard 9960: choosing the method and leading the conversation
Outcome 1: Choosing the right way to communicate
- Verbal, non-verbal and written channels at work
- Matching the method to the listener and the message
- Body language, tone of voice and eye contact
- Common barriers: noise, language, attitude and assumptions
- Practical ways past each barrier
Outcome 2: Communicating with the people who report to you
- Questions that draw out useful information
- Listening actively and taking notes
- Giving clear, specific instructions
- Using feedback to check understanding
- Changing your approach when the message did not land
Day 2 – Unit standard 9960: communicating with clients
Outcome 3: Communicating with clients
- Asking clients for the information you need
- Confirming client instructions in writing
- Using the format your organisation prescribes
- Keeping a conversation on track to a clear close
- Courtesy across cultures and languages
Practice: workplace conversations
- Role plays with team members and clients
- Peer and facilitator feedback
- Portfolio of evidence for unit standard 9960
Day 3 – Unit standard 14338: attending to customer enquiries
Outcome 1: Greeting customers and finding the need
- A prompt, courteous greeting that follows company procedure
- Questions that clarify the need or problem
- Reflecting the need back to confirm it
- Settling routine enquiries with a known procedure
Outcome 2: Telephone and electronic requests
- Answering clearly, accurately and objectively
- Supplying information, or declining politely with reasons
- Logging requests in a spreadsheet or log book
- Reading the details back to the caller
- Ending the call the right way
Outcome 3: Referring a customer's request
- Explaining delays or unavailable help
- Recognising queries for more experienced staff
- Applying the policy for unusual problems
- Agreeing follow-up actions with the customer
Outcome 4: Responding face to face and by phone
- Acknowledging the complaint or query
- Getting the facts needed to deal with it
- Passing complaints and promises on to senior staff
- Giving the customer progress feedback
- Closing and recording the interaction
- Portfolio of evidence for unit standard 14338
How it is delivered
Three 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 9960, Communicate verbally and non-verbally in the workplace (NQF Level 3, 8 credits, National Certificate: Business Administration Services NQF Level 3, SAQA ID 67465), and 14338, Attend to customer enquiries in an office setting (NQF Level 2, 2 credits, National Certificate: Business Administration Services NQF Level 2, SAQA ID 23833), delivered 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 9960 assumes literacy and numeracy at NQF Level 2. Unit standard 14338 is open access for learners who hold a GETC or equivalent and are competent in communication and mathematical literacy at NQF Level 1.
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. Business Communication Strategies: Verbal, Non-Verbal and Written and the Call Centre and Customer Service Training Course cover the practical skills, with a BOTI certificate of attendance.
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