Module 1: Monitor the maintenance of the reception area

After completing this module, the learner will be able to monitor the maintenance of a clean and safe reception area as per organisational requirements.

• Implementation of the housekeeping standards
• Maintain housekeeping operations
• Areas not meeting the required standards are identified.

Module 2: Monitor the presentation of the reception area

After completing this module, the learner will be able to monitor presentation of reception area.

• Presentation of reception area is maintained.
• Areas of non-conformance are identified.
• Remedial actions are identified.
• Areas of improvement are communicated to incumbents

Module 3: Monitor the implementation of security procedures in reception area

After completing this module, the learner will be able to monitor the implementation of security procedures in reception area.

• Security procedures are outlined.
• Visitors' cards and permits are obtained from security personnel
• Firearm procedures are monitored.
• Discrepancies and problems are reported

Module 4: Understanding Telephone Etiquette

After completing this module, the learner will be able to make a decision to disclose information or not to accordance with organisational requirements.

• Disc losable and non-disc losable information is classified.
• Various ways of finding telephone numbers are described.
• The necessary documentation and equipment are prepared.
• Possible suggestions to learn the new system of a new switchboard are provided

Module 5: Processing Incoming and Outgoing Calls

After completing this module, the learner will be able to make decisions about telephone practice and act accordingly.

• The importance of acknowledging callers is explained.
• The difference in the way a person answers their own private telephone and the way the switchboard is answered.
• Standard telephone etiquette on answering calls, is described.
• The importance of body language in communicating is described.
• A decision, based on a telephonic request from a customer, to help or to transfer the call to another person in the organisation is made
• The caller's call is transferred quickly
• A detailed message for others in the organisation is taken.

Module 6: Dealing with abusive callers and emergency situations

After completing this module, the learner will be able to describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements.

• Methods for dealing with abusive callers are described
• Methods for dealing with emergency situations are described.

Module 7: Plan and organise own work

After completing this module, the learner will be able to plan and organise own work

• Demonstrate knowledge of the business environment with relation to people
• Describe planning aids and use it in line with scheduling techniques
• Identify routine and unexpected tasks and prioritise
• Change work plans accordingly where changes in priority occur
• Report anticipated difficulties in meeting deadlines

Module 8: Establish and maintain working relationships

After completing this module, the learner will be able to establish and maintain working relationships.

• Describe team working, relationship and conflict management
• Provide information to internal and external customers
• Elicit information, advice and resources required from the appropriate people
• Meet commitments to others within agreed timescales
• Employ communication methods and styles
• Acknowledge any communication difficulties and take action.
• Take opportunities to promote the image of the department
• Strictly adhere to confidentiality and data protection requirements

Module 9: Maintain files and records

After completing this module, the learner will be able to maintain files and records.

• Explain information sorting, handling and storage procedures
• File new documentation and records in the filing system
• Monitor item movements and record it where necessary
• Store documentation and records
• Deal with out of date information
• Identify opportunities for improving filing systems