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Leading Edge Training

Telephone Etiquette Course Details

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


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




1 Days


$180.00 If you are currently resident in South Africa you will need to pay VAT at 14%.   *Discount available

Note: information may change without notice.

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About Telephone Etiquette

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

Course Outline

  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.

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. Light finger meals are supplied for part time courses.

Scheduled Dates

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

Start DateDuration 
Thu 30 Mar 20171 daysClosed
Please call
Thu 25 May 20171 daysBook Here
Thu 27 Jul 20171 daysBook Here
Wed 6 Sep 20171 daysBook Here
Wed 22 Nov 20171 daysBook Here


For clients who want to enjoy the convenience of public transport, consider the Gautrain. Our training premises in Woodmead is located near the Morning Glenn Mall Bus Stop. If organised by prior arrangement we will collect delegates from the afore mentioned bus stop at no extra charge. Direction to the bus stop are as follows:

Take the Gautrain to the Sandton station.
Take the S2 Bus to Morning Glenn Mall.
We will collect you at 8:30 directly from the bus stop.


Please submit a query on the course page and we will be able to advise you on hotels and guest houses close to the training facility.