© S. Wilkins 12 February, 2006

Receive & Process Oral & Written Communications
ICAITD003B

Course Materials

• Receive & Process Oral & Writtne Communication Activities
• Oral Communication Presentation

Key Terms and Concepts

• Simplified communication model
• PABX, internal and external lines, STD, call waiting, hold, redirection
• OH&S in relation to telephony equipment
• Messaging systems
• Message classification, priority
• Internal and external client
• Client interaction protocols
• Accountability, accuracy, validity, acknowledgment

HSC Learning Experiences

• using message recording systems - paper based and/or electronic
• greeting people in both formal and informal settings
• using telephone systems that can place a caller on hold and redirect calls to another extension
• greeting protocols
• dealing with a range individuals including males and females, people from different cultural backgrounds, people with special needs
• applying negotiation skills to predictable problems

Performance Criteria

1. Receive and process oral communication
   1. Oral messages are received, clarified and acted on promptly
   2. Messages are relayed to nominated person
   3. Oral communication is recorded according to organisational guidelines
2. Receive and process written communication
   1. Written communication is received and acted on according to organisational guidelines
   2. Written communication is recorded according to organisational guidelines
3. Respond to incoming telephone calls
   1. Calls are answered promptly in accordance with organisational requirements
   2. Caller's requests are determined and established
   3. Messages are recorded in line with organisational guidelines
4. Make telephone calls
   1. Caller is correctly determined and greeted
   2. Message is received and confirmed with caller
   3. Message is delivered and call recorded