Home / Accredited / Unit-Standard Short Courses / Telephone and Verbal Communication (Unit Standards 119472 + 7790) (3 days)
Quick Look Course Summary:Telephone and Verbal Communication (Unit Standards 119472 + 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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Telephone and Verbal Communication (Unit Standards 119472 + 7790) (3 days)
Staff who adapt how they speak to the audience and the situation, hold attention when they present, see through manipulative language, and handle every call professionally – with 8 accredited credits.
How people speak in meetings, in presentations and on the phone shapes how clients and colleagues see the whole organisation. This accredited telephone skills course combines two unit standards, each taught and assessed on its own: unit standard 119472 on adapting oral communication to the audience and context (NQF Level 3, 5 credits), part of the FETC: Generic Management (SAQA ID 57712) and the FETC: New Venture Creation (SAQA ID 66249), and unit standard 7790 on processing incoming and outgoing telephone calls (NQF Level 3, 3 credits), part of the FETC: Business Administration Services (SAQA ID 61595). BOTI delivers both under its Services SETA accreditation.
Days one and two follow unit standard 119472: contributing to group work, interviews, formal meetings and discussions, responding sensitively across cultures, using voice, pace, body language and visual aids to keep an audience with you, planning formal talks, and recognising when language is used to mislead, such as opinion dressed up as fact or information quietly left out.
Day three follows unit standard 7790: deciding what may be disclosed, preparing for outgoing calls, telephone etiquette for answering, transferring and making calls, taking complete messages, and handling abusive callers and emergencies.
Why this course
For your organisation
- Staff who communicate clearly and appropriately in meetings and with clients
- Presentations that hold attention and get the message across
- Calls answered, transferred and followed up professionally
- Two accredited unit standards from nationally registered qualifications
For your delegates
- Eight accredited credits from two unit standards
- Practical techniques for voice, pace and body language
- A checklist for spotting manipulative language
- Telephone etiquette and message-taking routines
What delegates will be able to do
- Contribute effectively to group work, interviews, meetings and discussions
- Respond sensitively to people from different social and cultural backgrounds
- Use voice, body language and visual aids to hold an audience's attention
- Plan formal presentations realistically in content and timing
- Tell facts from opinions and spot omitted or distorted information
- Decide what information may be disclosed on the phone
- Answer, transfer and make calls with standard telephone etiquette and take complete messages
- Handle abusive callers and emergency situations
Who should attend
Administrators, receptionists, sales and customer-service staff, team leaders and new venture owners who speak to clients, colleagues and groups or handle calls for others. Unit standard 119472 assumes competence in the NQF Level 2 unit standard Maintain and adapt oral/signed communication; unit standard 7790 has no entry requirements.
Course outline
Day 1 – Unit standard 119472: interacting with others
Outcome 1: Interacting successfully when you speak
- Contributing to group work and keeping the group on task
- Interviews: planning questions and putting people at ease
- Taking part in formal meetings and following procedure
- Discussions, debates and negotiations
- Responding sensitively across cultures
- Drawing conclusions and giving feedback to the group
Practice: meetings and interviews
- A mock meeting with an agenda and roles
- A short information-gathering interview
- Feedback on each delegate's contribution
Day 2 – Unit standard 119472: holding an audience and reading language critically
Outcome 2: Capturing and keeping an audience's interest
- Key words, pace, pause, stress and volume
- Body language that supports the message
- Planning a formal talk in writing: content and timing
- Visual aids, cue cards and handouts
- Checking understanding and reading audience cues
Outcome 3: Recognising manipulative language
- Telling facts from opinions
- Noticing and dealing with what has been left out
- How tone, register, style and point of view shape meaning
- Spotting a distorted version of someone's position
- Examples from advertisements, speeches and news clips
- Portfolio of evidence for unit standard 119472
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 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 119472, Accommodate audience and context needs in oral/signed communication (NQF Level 3, 5 credits, FETC: Generic Management, SAQA ID 57712, and FETC: New Venture Creation, SAQA ID 66249), and 7790, Process incoming and outgoing telephone calls (NQF Level 3, 3 credits, FETC: Business Administration Services, SAQA ID 61595, and National Certificate: Business Administration Services NQF Level 3, SAQA ID 67465), 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 119472 assumes delegates are already competent in the NQF Level 2 unit standard Maintain and adapt oral/signed communication. 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. Slick and Confident Telephone Management Techniques covers practical telephone skills, with a BOTI certificate of attendance.
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