Telephone Excellence (D1)



Title: Process incoming and outgoing telephone calls 
Unit Standard ID: 14348 
NQF Level: 2 
Credit Value: 3 


The Telephone Excellence programme covers all key aspects of proper conduct and practices in the reception area, and equips front-line telephonists with the practical skills to operate productively and efficiently in this environment. This workshop is also designed to encourage new and experienced front-line staff to interact, and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this critically important role. 


  • Employing effective telephone etiquette 
  • Answering the telephone according to organisational standards 
  • Processing incoming calls according to organisational standards 
  • Processing outgoing calls according to organisational standards
  • Using the telephone effectively in a business environment 
  • Importance of answering the call in a professional manner 
  • Taking accurate messages and relaying effectively and timeously to the recipient 
  • Transferring the calls and keeping the client informed of delays 
  • Assisting customers with requests. 
  • Improving communication skills, questioning and listening techniques. 
  • Dealing with difficult callers 



The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using: 

  • Role-plays 
  • Break-away sessions 
  • Relevant business exercises 
  • Presentations
  • Demonstrations 
  • Questionnaires 
  • Discussion activities and 
  • Case studies


High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace. 



“On-Line Knowledge Hub”


All delegates attending Kwelanga Training public courses now have FREE access to post course on-line resources.  Up-to-date, convenient and easily accessible information, relevant to the programme attended, is available.  Tools include case studies, articles, exercises and other valuable articles which will reinforce course content and assist in transferring knowledge and skills to the workplace.


“Contact the Coach” – Post Course Support 


Kwelanga Training strongly believes learning should include on-going assistance following training. Delegates can “Contact the Coach” via email or telephonically if they need support with additional queries/questions regarding the application of theory covered during the course at any time following the course.



  • When

  • 30 January, 2017 - 31 January, 2017
    8:00 AM - 4:00 PM
    South Africa Time

  • Where

  • The Hilton Hotel
    12-14 Walnut Road
    Durban 4001
    South Africa
    +27 31 336 8100

  • Capacity

  • 20 (20 remaining)

Additional Information

Kwelanga Training will provide: 
  • Course facilitation by subject expert
  • NQF aligned comprehensive user guide
  • Framed certificates for each delegate
  • Corporate venue, Lunch and refreshments 
  • Pens / Pencil case sets
  • Name card / Attendance register / Evaluation forms 
  • "Contact the Coach" - post course support
Click HERE to return to the Kwelanga Training Website

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