Unit 2 Essay

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Section 1 – Understand how to make and receive telephone calls

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.

Feature How / when used
1. An answerphone feature stores messages left by other callers.


If the phone goes unanswered for any reason such as the recipient being away from the desk the option to leave a message is given. The messages can then be checked when the time is available.
2. A hold feature puts the caller on the other end on hold, sometimes playing music.



When you need to leave the phone conversation momentarily to get information or locate another person to take the call a button is pressed putting the caller on hold.

2. Prepare a brief report advising people on:

• How to follow organisational procedures when making and receiving telephone calls
• The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with).




Making and Receiving Calls

When taking calls you are the first point of contact with the organisation and have a responsibility to maintain its reputation.

When a call comes in make sure it is answered as quickly as possible, people can become quickly annoyed when their call is not picked up. Make sure you identify the caller and their requirements and where possible try to give them the information they may need.

When making an outgoing call it is a good idea to plan what you are going to say. Always make sure you confirm you are speaking to your intended recipient and let them know your name and the organisations name and your reason for calling.

When using the phone give the best possible image of yourself. Be polite and courteous. Providing a polite and professional service over the phone is very important, using an unprofessional...

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