Making and Receiving Calls

Overview

Framework:
RQF
Level:
Level 1
Unit No:
T/504/8128
Credits:
2
Guided learning hours:
20 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Be able to make calls.

Assessment Criteria

  • 1.1
    Identify the purpose of calls.
  • 1.2
    Confirm details of the persons to be contacted before making calls.
  • 1.3
    Make calls communicating basic information clearly and accurately.
2

Be able to receive calls.

Assessment Criteria

  • 2.1
    Answer calls promptly and politely, observing any organisational procedures.
  • 2.2
    Identify the caller, where they are calling from and the reason for their call.
  • 2.3
    Follow any organisational procedures relating to confidentiality and security.
  • 2.4
    Take short messages.
3

Know why it is important to an organisation that calls are handled appropriately.

Assessment Criteria

  • 3.1
    State how appropriate tone and language create a positive impression.
  • 3.2
    State how creating a positive impression during a call benefits the organisation.