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 | Answer phone | This allows you to leave a message for callers when you are unavailable giving them a time frame that you will respond the message they leave. It allows the caller to leave a concise message detailing who they are, why they have called and contact details. | Automated attendant (AA) / Interactive Voice response (IVR) | Is the system where there is an automated menu so that the calls can be directed to the correct extensions without the intervention of a person.
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.
BA107 Make and receive telephone calls Make and receive telephone calls | | | Learning Outcomes & Assessment Criteria 1.1 Describe the different features of telephone systems and how to use them (Planned: 0 , Completed:0) | 1.2 Give reasons for identifying the purpose of a call before making it (Planned: 0 , Completed:0) | 1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted (Planned: 0 , Completed:0) | 1.4 Describe how to use a telephone system to make contact with people inside and outside an organisation (Planned: 0 , Completed:0) | 1.5 Explain the purpose of giving a positive image of self and own organisation (Planned: 0 , Completed:0) | 1.6 Explain the purpose of summarising the outcomes of a telephone conversation before ending the call (Planned: 0 , Completed:0) | 1.7 Describe how to identify problems and who to refer them to (Planned: 0 , Completed:0) | 1.8 Describe organisation structures and communication channels within an organisation (Planned: 0 , Completed:0) | 1.9 Describe how to follow organisational procedures when making a telephone call (Planned: 0 , Completed:0) | 1.10 Explain how to report telephone system faults (Planned: 0 , Completed:0) | 2.1 Describe how to identify callers and their needs (Planned: 0 , Completed:0) | 2.2 Explain the purpose of giving accurate and up to date information to callers (Planned: 0 , Completed:0) | 2.3 Explain the purpose of confidentiality and security when dealing with callers (Planned: 0 , Completed:0) | 2.4 Describe the types of information that could affect confidentiality and security and how to handle these (Planned: 0 , Completed:0) | 2.5 Describe ways of identifying the appropriate person to whom a call is transferred (Planned: 0 , Completed:0) | 2.6 Describe the information to be given when transferring calls or leaving
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.
Using the theories discussed in Chapters 1-4, explain why you chose that response. In this scenario I feel that shaping is the best response. Listo Systems has a good vision and mission statement but they have left the staff and leadership out of them. They need to be brought back into the organization to make
* d. Look for company ads in phone directories. 2. To find information about the key IT personnel for a company’s domain, you might use which of the following tools? (Choose all that apply.) * a. Whois * c. SamSpade 3.
You must cover communication that is verbal, written, on screen, multimedia and web based. Decide on the stakeholders it applies to and the purpose of the communication. Business Communications - Homework Task There are various types of information that are both used by and created by organisations all of which have their own purpose such as informing employees of internal activities or stakeholders of developments within the organisation. You have been placed in charge of improving communication of a large company in the city of London and have been asked to study a competitor in order to facilitate this. Using one of the companies from the list below think about the types of information that they produce why they may produce it and where they will get the information from.
In your answer, you should include details of stimulus materials used, what participants were asked to do and how duration was measured. (4) 5. Jamie wanted to contact his doctor. He looked up the number in his telephone directory. Before he dialled the number, he had a short conversation with his friend.
For example, users have to speak a PIN (Personal Identification Number) in order to gain access to the laboratory door, or users have to speak their credit card number over the telephone line to verify their identity. By checking the voice characteristics of the input utterance, using an automatic speaker recognition system similar to the one that we will describe, the system is able to add an extra level of security. Principles of Speaker Recognition Speaker recognition can be classified into identification and verification. Speaker identification is the process of determining which registered speaker provides a given utterance. Speaker verification, on the other hand, is the process of accepting or rejecting the identity claim of a speaker.
* Be specific – for instance, does ‘communications skills’ refer to talking on the phone to customers, writing reports for management, instructing technical operators, inter-cultural skills or teamwork. * Determine how criteria will be assessed: interview, referees’ report, work record, testing, etc. Advertising * Consider benefits to the