Task or skill | Answering the telephone in the office, including:
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On-the-job | Learner sits with the trainer (workplace supervisor or mentor) on-the-job while the trainer takes a range of incoming phone calls and demonstrates how to carry out the above functions. Learner then takes over the telephone answering role under supervision and progressively becomes more autonomous as they practise their skills. |
Discussion | Trainer discusses telephone answering techniques and concepts with individual learner or group of learners. Learners ask questions and discuss different scenarios. |
Case study | Trainer presents sample case studies to learner or group of learners for discussion and analysis. Case studies may include: supplier wanting to pass on a message to a staff member; irate customer lodging a complaint; general enquiry about a product or service. |
Distance | Written notes, DVD, interactive CD or website, presenting the background information in a format that allows the learner to study it in their own time. May include group discussion via Skype or video conference, followed up with a submission from the learner that can be used as assessable evidence, such as a written test, audio file or video clip. |
Simulation | Role play between trainer and learner, or between two learners in a group session, where one party takes the role of the incoming caller and the other is the telephone answerer. Works best when realistic props are used, such as two desks with a telephone on each desk. May be used in conjunction with case studies, allowing the participants to follow through the line of conversation proposed in the case study. |