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The Telephone Etiquette Course follows Unit Standard 14348. With 3 Credits at Level 2

After attending this course the delegate shall be able to:
  • Employing effective telephone etiquette
  • Answering telephone according to organisational standards
  • Processing incoming calls according to organisational standards
  • Processing incoming calls according to organisational standards


$229.90 If you are currently resident in South Africa you will need to pay VAT at 15%.


1 Days


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Prices have changed from 1 March 2018. Information may change without notice.

Delivery Method

Instructor Led classroom based training. Scheduled classes are normally held in Woodmead - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Contact hours are between 9am to 4pm.


Receptionists, Tele sales staff, Anyone dealing with customers over the phone.



Course Outline / Curriculum

  1. Employ effective telephone etiquette

    1. Telephone etiquette and answering procedures.

    2. The factors that hinder communication process.

    3. Calls are handled with discretion and confidentiality.

    4. Caller is put on hold when not conversing directly with the caller.

    5. A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.

  1. Answer telephone according to organisational standards

    1. Telephone is answered promptly.

    2. Telephone is answered according to standard operating procedures.

    3. Caller is greeted according to organisational requirements.

    4. Relevant caller information is acquired during initial interaction.

  2. Process incoming calls according to organisational standards

    1. Call is redirected as appropriate.

    2. Multiple lines and holding techniques are handled using correct technique.

    3. Calls are screened as per standard operating procedures.

    4. Message is taken and transmitted if required / requested according to organisational requirements.

    5. Further assistance is obtained from an appropriate source, if required.

  3. Process outgoing calls in accordance with organisational requirements

    1. Information and documentation required for the call are obtained and prepared.

    2. Outgoing call is dialed using the correct number.

    3. Purpose of the call is stated clearly and according to organisational procedures.

    4. Resulting actions from calls are recorded.

    5. Messages are left, if required / requested according to organisational requirements.

Schedule Dates and Booking

To apply for a booking, click on the relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.

Start Date Branch Duration  
Thu 15 Aug 2019 Woodmead 1 Days Book Now
Thu 7 Nov 2019 Woodmead 1 Days