Make and Receive Telephone Calls

Face to face duration: 1 day

Course Objectives

This one (1) day course describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It focuses on the skills needed to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.

Learning Outcomes

Upon completion of this course, students will be able to:

  1. Answer telephone calls promptly, clearly and politely according to organisation standards
  2. Offer friendly assistance to the caller and establish the purpose of the call
  3. Repeat call details to the caller to confirm understanding
  4. Answer caller enquiries promptly or transfer caller to the appropriate location and person
  5. When necessary, record caller requests and information and pass on to the appropriate department or person for follow-up
  6. Relay messages accurately to the nominated person within appropriate timelines
  7. Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures
  8. Use language, tone and volume appropriate to the nature of the phone call
  9. Obtain correct telephone numbers
  10. Establish clearly the purpose of the call prior to calling
  11. Use telephone equipment  correctly in order to establish contact
  12. Communicate clearly your name, company and reason for calling
  13. Be polite and courteous at all times
  14. Document outcome of telephone call if required according to organisation standards


  • Understanding our role when answering a business call
  • Identifying the etiquettes involved with efficient telephone manner
  • The relationship between telephone calls and the communication process
  • Understand the responsibilities involved with answering the phone on behalf of someone else
  • Monitoring phone calls for any suspicious or threatening activity
  • Considering our role in representing the company over the phone
  • Making calls on behalf of the business
  • Applying planning techniques to making telephone calls
  • Understanding telephone equipment and its functions
  • Considering the possibility of being asked to produce documents post call


  • Being 'the voice' of the company
  • Telephone etiquette
  • The communication process
  • The responsibilities of being ‘a middle man’
  • Threatening or suspicious telephone calls
  • Professionalism when making and receiving calls
  • The 4 P’s
  • Operating telephone equipment
  • Post call follow ups and document production


  • Anyone who requires skills and knowledge needed to effectively and efficiently; communicate by telephone, make and receive calls, take and leave messages and operate a workplace phone system.


  • Pair and group activities (physical and mental)
  • Self reflection activities
  • Videos
  • Experiential learning
  • Role play

Program Outline

Day One

  • Answering incoming calls
  • The importance of being prompt
  • Telephone etiquette- being polite
  • Confirming understanding over the phone
  • Transferring calls
  • Taking messages
  • Threatening or suspicious calls
  • Making calls
  • The importance of prior planning
  • Using telephone equipment effectively
  • Post call document production


"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco