Outcome 1 – Understand how to make telephone calls 1.1 Describe the different features of telephone systems and how to use them. Telephones have multi functions so different purposes. A hold button is which puts someone on hold, caller waiting lets people know that someone is waiting. Caller id shows the number of the contact calling and if known it will show their name and details. Call forwarding allows calls to be directed to different offices and people for different reason, if no one answers or it’s a different department which is needed.
| Call Waiting | This allows you to know that there is someone calling you when you already using the phone. Usually this is indicated by a tone or lights flashing on the phone. | Caller display | Allows the user to see what type of call is coming into the phone (internal or external) and also the telephone number. This when used with a contact list or directory can allow you to see who is making
The service user will usually be expecting a visit by their carer who should always introduce themselves to the service user and show their identity card. Be able to take appropriate action when unable to gain entry to an individual's home If the carer is unable to gain entry then they should ring their office and inform them of the problem. The office will then attempt to contact the service user by telephone and if this is unsuccessful then a relative of registered key holder will be informed. In some cases it may be necessary to contact the emergency services if there is immediate cause for concern. These are the usual agreed ways of working in my organisation.
1.1-Describe the different features of telephone systems and how to use them Telephone systems have many different features this allows us to handle and manage calls in a professional manner. * Call holding- When you put the person on the other end of the line on hold a lot of people do this if they become occupied and need to carry out another task , this could occur because of various different things such as . Looking for a candidates details or information, asking your colleague vital information in relation to something a candidate is asking your or simply because you need to transferring a call. * Call waiting- Makes you aware that someone is trying to get through to you, this will be obvious when your phone flashes red at the
The loudspeaker function can be used if more than one person needs to listen to the call, press the button and the sound comes from the speaker instead of the receiver. 1.2 You need to identify the purpose of a call before you make it so that when the phone is answered you sound professional and you can get to the purpose of the call without wasting time. 1.3 You can obtain names and numbers of people for contacting off the Internet if they are businesses or the phone book or by asking colleagues at work who you think may have the number. The names and numbers of patients are stored on the computer at work. 1.4 To make contact with people inside an organisation the is a lift of everyone’s internal numbers on your desk, you just type the number into your phone to call them.
Holding a call feature is use if you need to do something to answer the persons query e.g. need to ask a colleague about something or find something, to return to the
Unit 222 Communication in a business environment. 1.1 Explain why different communication methods are used in the business environment. Within business environments different methods of communications are used, this helps to make sure that important messages or information is sent and received effectively. We have verbal communication, which is either face to face with direct colleagues, patients or by phone conversations. Both are a quick way to make sure messages are received immediately.
For this reason, it is best to make sure each call received is handled with excellence. I am going to share a few key ideas to remember when it comes to phone etiquette: 1. Answering the phone call: When answering the telephone at work, it is important to use a professional greeting. Don't act like customers have to call you. Thank them for calling.
The first factor I need to implement for this Remote Access Control Policy is Identification, which is defined in this sense as: physical keys or cards, smart cards, and other physical devices that might be used to gain access to something. What needs to happen for the Remote Access Control Policy is a group member policy needs to be setup which uniquely identifies each user. The users should be identified by a rank with higher ranking users requiring more authentication. Each individual user should be assigned to a group based on their rank with special permissions. Using this system for Identification will make the company more secure in day to day operations.
Case Study 2 Civ) a range of approaches to help indivual make informed choices can be creating flash cards and other communication aids to help a person to understand the questions t is all about furnishing them with all the facts so they can make an informed choice. Cv) Different ways to help an indivual challenge decisions made by others such as medical practitioners, social workers and family members is to knowing key working skills, ensuring the service user understands letters or appointments accompanying them to appointments where you have gained permission to do so.Also to stand your ground for those less assertive due to age/learning disability or infirmity. Always make things clear as you go along to make sure you don’t confuse or mislead anyone and always respect their wishes in their best interest. Cvi) Possible consequences if the person views of others such as medical practitioners, social workers and family members are allowed to influence the choices