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Quick Look Course Summary:Reception and Front Office (Unit Standards 13928 + 7790) (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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Reception and Front Office (Unit Standards 13928 + 7790) (3 days)
Receptionists and front-office staff who keep the reception area clean, safe, well presented and secure, and handle incoming and outgoing calls professionally – with 7 accredited credits.
Reception is the first thing visitors see and the first voice callers hear, so the standards kept there shape how the whole organisation is judged. This accredited receptionist course combines two unit standards, each taught and assessed on its own: unit standard 13928 on monitoring and controlling the reception area (NQF Level 3, 4 credits) and unit standard 7790 on processing incoming and outgoing telephone calls (NQF Level 3, 3 credits). Both form part of the National Certificate: Business Administration Services (NQF Level 3, SAQA ID 67465), and BOTI delivers them under its Services SETA accreditation.
Days one and two follow unit standard 13928: keeping housekeeping standards without disrupting the service, checking how the reception area looks against company standards, recording and fixing what falls short, and running security procedures such as staff briefings, visitor cards and permits, firearm rules and the reporting of problems.
Day three follows unit standard 7790: deciding what information may be shared, preparing for outgoing calls, telephone etiquette for answering and transferring calls, taking complete messages, and dealing calmly with abusive callers and emergencies.
Why this course
For your organisation
- A reception area that is clean, safe and well presented every day
- Security procedures that are known, followed and monitored
- Callers answered, helped or transferred quickly and politely
- Two accredited unit standards towards a Business Administration qualification
For your delegates
- Seven accredited credits from two unit standards
- Reception inspection checklists and a remedial-action log
- Telephone etiquette and message-taking routines
- Confidence handling abusive callers and emergencies
What delegates will be able to do
- Monitor housekeeping in the reception area without disrupting operations
- Identify and record substandard areas and follow up remedial action
- Keep the reception area presented to organisational standards and communicate improvements
- Brief reception staff on security procedures and monitor visitor and firearm controls
- Decide what information may be disclosed over the phone
- Answer, transfer and make calls using standard telephone etiquette
- Take complete, accurate messages for colleagues
- Handle abusive callers and emergency calls
Who should attend
Receptionists, front-office and switchboard staff, office administrators and supervisors responsible for a reception area. Unit standard 13928 assumes communication at NQF Level 2; unit standard 7790 has no entry requirements.
Course outline
Day 1 – Unit standard 13928: a clean, safe and well-presented reception
Outcome 1: A clean and safe reception area
- Housekeeping standards and workplace policy
- Cleaning routines that do not disrupt the service
- Inspecting and recording areas that fall short
- Putting remedial action in place and following it up
- Health and safety in reception
Outcome 2: Presentation of the reception area
- What the organisation's presentation standards require
- Daily checks on layout, signage and reading material
- Recording where standards are not met
- Proposing remedial action
- Telling the people responsible what must improve
Day 2 – Unit standard 13928: security at reception
Outcome 3: Security procedures in reception
- Setting out the security procedures
- Briefing reception staff and giving them a written summary
- Visitor cards and permits from security staff
- Firearm procedures under workplace policy
- Reporting and fixing discrepancies
Practice: running the reception area
- A reception inspection checklist
- Scenarios: spills, unexpected visitors and security alerts
- Portfolio of evidence for unit standard 13928
Day 3 – 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
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 effectively encouraged participation and used practical examples, discussions and interactive activities to ensure that the concepts were understood and could be applied in the workplace.”
“Business Optimization Training Institute facilitated Microsoft Excel Training for our company. The course was efficiently scheduled and planned around our timetable. We were impressed by the quality of training.”
Frequently asked questions
Is this course accredited?
Yes. It covers unit standards 13928, Monitor and control reception area (NQF Level 3, 4 credits), and 7790, Process incoming and outgoing telephone calls (NQF Level 3, 3 credits). Both are part of the National Certificate: Business Administration Services (NQF Level 3, SAQA ID 67465), and 7790 also forms part of the FETC: Business Administration Services (SAQA ID 61595). BOTI delivers them under its Services SETA accreditation (12582).
Until when can delegates enrol?
Delegates can enrol until 30 June 2028.
Are there entry requirements?
Unit standard 13928 assumes communication at NQF Level 2. Unit standard 7790 has no entry requirements.
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. Professional Receptionist Training and Reception and Telephone Etiquette Training cover the practical skills, with a BOTI certificate of attendance.
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