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write down what you believe would be the most professional way to answer the phone for each of the different situations.
Find out who is calling:
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Find out what the call is about:
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Put the caller on hold:
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Keep the caller on hold:
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Ask if you may take a message:
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Transfer a call:
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Say a colleague is not in the office:
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Say that your manager is out (out to lunch):
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Say someone is in a meeting:
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Say when the caller has been put through to the wrong extension:
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Say when someone is off ill:
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Say when your colleague is in the bathroom
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Explain that you don’t have the information the caller needs:
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Receive a personal call but cannot talk because of work pressure:
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Answer someone’s phone that keeps ringing:
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Are returning a call:
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In making a call, ask for a particular person by name:
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In making a call, not knowing the person’s name you want to speak to:
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Return the call
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Answering a colleague’s telephone
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Case study 1
You have to arrange a final meeting for everyone involved in the learnership. The purpose of the meeting is to discuss the following:
Do the following:
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You have sent out a circulation letter similar to the one above but in this case 25 out of 50 people prefer 8 December and the other 25 prefer 15 December. How will you handle the situation?
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Do research on what the groups below do not eat because of their religion. Write a report on what you have found. Next, work out a menu for the event taking the different group’s eating habits into account. Share your report and menu with your facilitator and peers. (Include drinks in your menu)
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For this section, we will be using a different case study.
Your organisation needs to have a meeting in Cape Town with four employees attending it, and the organisation is based in Johannesburg. You have arranged the venue and caterers to give lunch, sent out the notice which the relevant employees have signed for etc. Now you need to arrange travel to the airport, car hire in Cape Town, flights and accommodation.
The best would be for all the employees to gather at the organisation and travel to the airport together from there.
Do research assignment on the following:
Compile all this information in a report that you would hand to your superior prior to booking.
Write a notice to all four employees who will be attending the meeting. Remember to include the time they will be collected from the business park, the flight times, the car hire information and the accommodation details. Share your information with your facilitator and peers.
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Refer to case study 1. In a group, do the following:
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