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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

Delivery Methods

Leading Training is focusing on providing virtual training courses for the foreseeable future and will only consider in-person and classroom training on request, with a required minimum group size of four delegates. We remain committed to offering training that is fast, focused and effective.

Delivery Method Duration Price (excl. VAT)
Fulltime 1 Days R 2,299.00
Webinar 1 Days R 1,849.00

Discounts Available

Save up to 10% by booking and paying 10 business days before the course.


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Information may change without notice.


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

There are currently no scheduled dates.

Please note that this course needs a minimum of 6 delegates to schedule a course. You can choose to be added to the waiting list by clicking the button below and we will contact you when we have enough delegates interested. Should we not get enough delegates, we will refund or credit your paid booking.

Add me to the waiting list

Should you need this course urgently, the following options are available:

  1. Pay for 6 delegates (whether you have them or not) and we will schedule the course as soon as possible.
  2. If you have fewer delegates and cannot pay for 6, we can negotiate a shortened course where some of the time will be spent in blended learning - watching videos and doing tutorials and exercises with some contact time with the trainer. We would want to discuss what your core needs are so that we cover those aspects. You need to have paid for 3 delegates at least.