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Receptionist (e)

Receptionist and Front Line Training

COURSE SUMMARY

  • Short name: Receptionist and Front Line Training
  • Full description: Monitor and control reception area + Process incoming and outgoing telephone calls
  • Accredited: Yes, Public SETA NQF Accredited
  • SETA: Public Education & Training Authority (P Seta)  www.pseta.org.za
  • NQF: 3
  • Credits: 7
  • Duration: 2 days
  • Re-Assessment fees: None
  • Assignment extensions: Up to 18 months at no additional cost.
  • Hidden fees: None
  • Workshops: Weekly in Durban
  • Recognition: Based on the National Qualifications Framework that is Nationally Accepted in South Africa.
  • Success rate of learner: Our success rate for complete assignments and certified learners currently is estimated at 99%.
  • Short-cuts: We don’t take any short-cuts such as POE building in the class and follow all the guidelines stipulated by SAQA and the SETA.
  • Location: Public courses in KZN Durban but we do from time to time schedule classes in Cape Town and Gauteng.
  • Discounts: We offer a members discount for returning students, pensioners and NGO discount. Group discounts on own venues are also offered.
  • Also known/referred to as:
    • Front Line Training
    • Receptionist Training
    • Front Desk Training
    • Switchboard Training
    • Administrative Staff Training
    • Clerical Staff Training
    • Personal Assistants Training
  • SUPPORTING STRUCTURES

Currently we have the following supporting structures in place for our members:

  • Telephone support 7 days a week.
  • Whatsapp –
    • Cell. 0825507946 Tel. 0867227014 English.
    • Cell. Zulu 0727372733 Tel. 0318115749 English/Zulu.
  • Helpdesk – www.help.trainyoucan.co.za – 7 days a week (integrated email and sms notifications).
  • Weekly workshops in Durban on Fridays between 8am and 12am.
  • Skype support – contact helpdesk for details.
  • Members private forum with model answers to all  activities including JOB opportunities.

COURSE DETAIL

  •  This course is based on the Unit Standards 13928 + 14348  – click here to read more and here
  • People credited with this unit standard are able to:
    • Describing the management activities involved in running a successful business.
    • Explaining the basic activities involved in the management process.
    • Identifying and explaining the main tasks required of managers.
    • Applying the decision making process to make a management decision.
    • Analysing the application of the general management functions in a selected organisation.
  • Learners will be learning towards obtaining a national qualification at level 3 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment.
  • Each learner will receive a learner guide and workbook during the contact session that will assist them with the building of their POE (Portfolio of Evidence).
  • Learner will receive full instruction from us before the course to assist with the preparation of the course. Where possible additional resources will be provided to learners who are not able to get there resources.
  • Learners are required to apply skills and knowledge obtained on the course in the workplace. As learners apply these skills, they produce evidence, which needs to be compiled into a portfolio of evidence (POE). This POE is submitted to Trainyoucan for assessment. Learners will receive a workbook and portfolio guide, which will guide them through the process. Any additional resources required will be provided by Trainyoucan to the learner, free of charge.

WHO SHOULD ATTEND

Professional Receptionist Skills training covers the most essential receptionist skills needed by today’s busy receptionist. At this course we will reinforce the importance of the receptionists role, highlighting how they influence customers. In a supportive environment, we will equip them with the key interpersonal skills they need to be a success.

  • Telephonists
  • Receptionists
  • Secretaries
  • Personal Assistants
  • Secretarial Support Staff
  • Clerical Staff
  • Administrative Staff

ENROLLMENT REQUIREMENTS

  • Basic communication skills (English = reading and writing skills on a NQF level 4 or equal to Metric Level)
  • Able to attend the contact session and any of our workshops offered.
  • Access to email and where possible to the internet for research.

Learner preparation for the contact session (Classroom Training)

a) COMPULSORY:

  • Attending the full contact session. (Classroom Session)
  • Copy of ID and CV for registration purposes. (Indicating previous workplace experience)
  • Pen and paper.
  • A4 lever arch file + 12 dividers. (Cheap dividers)

b) OPTIONAL: (Not required but for those who want to start with the research)

  • Laptop
  • Internet access to view additional support on our Forum

PROCESS FLOW

  1. Enrol as a learner with Trainyoucan by completing the application form. (PDF document or the online enrolment)
  2. Attend the contact session with Trainyoucan. (Each course starts with a 2 hour induction on the SETA’s and explaining the accreditation process. (Most of the learners find this very useful.)
  3. We provide you with all the learning material that you need, including a workbook that you must complete. (Outside the classroom as required by the Unit Standard and OBE Learning)
  4. You complete the workbook and submit this to our offices for assessments, or you can attend any of our FREE workshops for additional support. Any person who attended any of our courses can attend our workshops for FREE. One of the assessors can also evaluate your POE (Portfolio of Evidence) during the workshop and provide you feedback immediately.
  5. Your POE is submitted to our Assessors that will complete the assessment process and provide directly feedback to you through our online tracking system.
  6. Your file is scheduled for verification with the relevant SETA and uploaded on completion. Your final Certificate will only be issued once the SETA verified your POE for security reasons and a final SOR will be issues. (SOR, also called the “Statement of Results” will be issued by the relevant SETA once the process was completed). You MUST receive your SOR one completion from any provider as proof that you were registered. NO SOR = NO ACCREDITATION. (Bear in mind that this process can take up to 3 months to complete.
  7. We provide you with all the guidance and resources to register with the relevant SETA of your choice.

ACCREDITATION AND QUESTIONS YOU SHOULD ASK

The criteria for the accreditation of training providers define a number of requirements that include:

  • Administrative procedures and record keeping and policies.
  • Management review
  • Authorization of affiliates
  • Tutor selection, training and performance review
  • Issuance of training certificates
  • Learner Support
  • Delivery, Assessment and Moderation practices

NOTE: There are basically two different types of accreditation:

  1. The training provider or the institute must be accredited by a SETA. “ETQA” (Their offices, policies and procedures. This can be any SETA = does not matter what type of courses they offer.)
  2. Each learning programme or qualification is accredited with the relevant SETA “ETQA” who is responsible for this programme. Also note that the word “accreditation” does not mean they SETA accredited. It must say “NQF Accredited”.

 Before you can start with any course you should ask the following questions:

  • Is the course accredited and with what SETA?
  • What is the process and duration from start to completion?
  • Are there any additional fees for support to re-submission?
  • Entry Requirements? Do you charge for registration and why?
  • What discount can I get if I do more courses with your institute?
  • What after support and resources to you offer?

 COPY OF THE UNIT STANDARD

logoAll qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:

Monitor and control reception area
SAQA US ID UNIT STANDARD TITLE
13928 Monitor and control reception area
ORIGINATOR ORIGINATING PROVIDER
SGB Administration
QUALITY ASSURING BODY
-
FIELD SUBFIELD
Field 03 – Business, Commerce and Management Studies Office Administration
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined Regular-Fundamental Level 3 NQF Level 03 4
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered 2012-07-01 2015-06-30 SAQA 0695/12
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30 2019-06-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD
Learners will be learning towards obtaining a national qualification at level 3 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment.

Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and practice at higher levels.

The qualifying learner is capable of:

  • Monitoring the maintenance of a clean and safe reception area as per oganisational standards
  • Monitoring presentation of reception area
  • Control the monitoring and maintenance of stationery levels

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING
Learners will also have demonstrated competence in communication at NQF Level 2.

UNIT STANDARD RANGE

  • Presentable will include neat, tidy and clean area
  • Housekeeping will include washing, polishing, vacuuming, scrubbing, dusting, sweeping, emptying bins, replacing dead flowers and out dated reading material (all interior and exterior surfaces)
  • Display area will include a structure, floor, ceilings, desks, windows, ashtrays, plants, merchandise area and storerooms
  • Security will include all stipulated organizational security requirements

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1
Monitor the maintenance of a clean and safe reception area as per organisational requirements

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Implementation of the housekeeping standards are maintained according to workplace policy.

ASSESSMENT CRITERION 2
2. Housekeeping operations are maintained to ensure no disruption to operational services.

ASSESSMENT CRITERION 3
3. Areas not meeting the required standards are identified and recorded for possible remedial action.

ASSESSMENT CRITERION 4
4. Actions and procedures required to rectify substandard areas are instituted and monitored to ensure minimum standards are met.

SPECIFIC OUTCOME 2
Monitor presentation of reception area

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Presentation of reception area is maintained according to organisational standards.

ASSESSMENT CRITERION 2
2. Areas of non-conformance are identified, noted and recorded for possible remedial action.

ASSESSMENT CRITERION 3
3. Remedial actions are identified and presented for implementation.

ASSESSMENT CRITERION 4
4. Areas of improvement are communicated to encumbants.

SPECIFIC OUTCOME 3
Monitor the implementation of security procedures in reception area

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Security procedures are outlined and all reception personnel are briefed verbally and a written summary provided to them.

ASSESSMENT CRITERION 2
2. Visitors cards and permits are obtained from security personnel.

ASSESSMENT CRITERION 3
3. Firearm procedures are monitored and maintained as per workplace policy.

ASSESSMENT CRITERION 4
4. Discrepancies and problems are reported and rectified to ensure safety of workplace.
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS
The Services Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards these standard and register assessors.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

  • Methods and techniques for monitoring and controlling personnel
  • Relevant communication skills
  • Security procedures

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING
Identify and solve problems pertaining to the standards of the reception area and security requirements.

UNIT STANDARD CCFO WORKING
Work effectively with others to ensure that the reception area is maintained and that security procedures are adhered to.

UNIT STANDARD CCFO COLLECTING
Collect, analyse, organise and critically evaluate information in order to draw conclusions regarding the required standards and security measures in the reception area.

UNIT STANDARD CCFO COMMUNICATING
Communicate effectively with personnel to enhance the maintenance of the reception area and ensure that all procedures are adhered to.

Process incoming and outgoing telephone calls
SAQA US ID UNIT STANDARD TITLE
14348 Process incoming and outgoing telephone calls
ORIGINATOR ORIGINATING PROVIDER
SGB Administration
QUALITY ASSURING BODY
-
FIELD SUBFIELD
Field 03 – Business, Commerce and Management Studies Office Administration
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined Regular-Fundamental Level 2 NQF Level 02 3
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered 2012-07-01 2015-06-30 SAQA 0695/12
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30 2019-06-30

n all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD
Learners will be learning towards obtaining a national qualification at level 2 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment.

Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and improved performance.

The qualifying learner is capable of:

  • Employing effective telephone etiquette
  • Answering telephone according to organisational standards
  • Processing incoming calls according to organisational standards
  • Processing incoming calls according to organisational standards

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING
Learners accessing this unit standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent.

UNIT STANDARD RANGE

  • Organisational standards will include tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity.
  • Efficiently will include promptly, courtesy and effectively.
  • Screening will include ascertaining reason for calling and / or if call may be redirected and the identity of the caller.
  • Standard operating procedures will include site specific operating instructions, instructions, orders, guidelines, policies, procedures and systems.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1
Employ effective telephone etiquette

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Telephone etiquette and answering procedures are explained.

ASSESSMENT CRITERION 2
2. The factors that hinder communication process are identified and explained.

ASSESSMENT CRITERION 3
3. Calls are handled with discretion and confidentiality.

ASSESSMENT CRITERION 4
4. Caller is put on hold when not conversing directly with the caller.

ASSESSMENT CRITERION 5
5. A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.

SPECIFIC OUTCOME 2
Answer telephone according to organisational standards

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Telephone is answered promptly.

ASSESSMENT CRITERION 2
2. Telephone is answered according to standard operating procedures.

ASSESSMENT CRITERION 3
3. Caller is greeted according to organisational requirements.

ASSESSMENT CRITERION 4
4. Relevant caller information is acquired during initial interaction.

SPECIFIC OUTCOME 3
Process incoming calls according to organisational standards

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Call is redirected as appropriate.

ASSESSMENT CRITERION 2
2. Multiple lines and holding techniques are handled using correct technique.

ASSESSMENT CRITERION 3
3. Calls are screened as per standard operating procedures.

ASSESSMENT CRITERION 4
4. Message is taken and transmitted if required / requested according to organisational requirements.

ASSESSMENT CRITERION 5
5. Further assistance is obtained from an appropriate source, if required.

SPECIFIC OUTCOME 4
Process outgoing calls in accordance with organisational requirements

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
1. Information and documentation required for the call are obtained and prepared.

ASSESSMENT CRITERION 2
2. Outgoing call is dialed using the correct number.

ASSESSMENT CRITERION 3
3. Purpose of the call is stated clearly and according to organisational procedures.

ASSESSMENT CRITERION 4
4. Resulting actions from calls are recorded.

ASSESSMENT CRITERION 5
5. Messages are left, if required / requested according to organisational requirements.
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS
Accreditation and Moderation:

The Services Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this standard and register assessors.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

  • Methods and techniques for processing incoming and outgoing telephone calls.
  • An understanding of the organisation`s telephone system.
  • Telephone etiquette principles, methods and techniques.
  • The organisations operational standards for handling and processing callers on the telephone.
  • The organisations standard operating procedures for handling incoming and outgoing calls.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING
Identify and solve problems which are related to the processing of calls, so that, all calls reach their destination.

UNIT STANDARD CCFO WORKING
Work effectively with others within the workplace in order to process incoming and outgoing calls in the most efficient and effective way.

UNIT STANDARD CCFO ORGANISING
Organise oneself and one`s activities responsibly and effectively at all times to ensure no interruptions to switchboard operations occur.

UNIT STANDARD CCFO COLLECTING
Collect, analyse, organise and critically evaluate information during the processing of all incoming and outgoing calls.

UNIT STANDARD CCFO COMMUNICATING
Communicate effectively with all telephone callers to maintain or enhance company image and provide required information to callers.

UNIT STANDARD CCFO SCIENCE
Use science and technology effectively and critically when processing caller information and incoming and outgoing calls.

UNIT STANDARD CCFO CONTRIBUTING
Understand the world as a set of related systems in that the poor processing of telephone calls has an impact which can affect the company`s image.

In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally and aesthetically sensitive across a range of social contexts when handling callers.

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