A telephone message pad is ideal for recording messages and brief information that you have to pass on. Many pre-printed forms are available on the market. In addition to the printed forms, message software is also available which routes phone messages directly, or through an optional connection to the e-mail system. The following search engine will provide you with samples of both types of messaging system. - enter telephone message pad then hit the search button. CHECKPOINT Can you name three (3) inquires that you are likely to receive from clients? Why is it important to respond promptly? ACTIVITY You have received the following enquiries and requests. Complete the following table indicating your response including time, where appropriate. Ask your learning facilitator to observe Request/Inquiry Response & Time 1. Request for user documentation 2. Repairs to computer 3. Online enquiry Ask your learning facilitator to observe while you work with a colleague to role play each response.
LG – LG – ITICOR0041A COMMUNICATE IN THE WORKPLACE Version 1 LRDU – AUG. 04 28 Guidelines for Recording Messages • Complete a new page of the message pad for each caller: - Record the name of the person to receive the message - Write down the date and time of the call - Find out the caller’s name (ask “May I ask who is calling?”) and ask him/her to spell the name if you are uncertain of the spelling - Caller’s telephone number - Reason for call - Take the message accurately - Sign the message, so the receiver will know who took the information on his/her behalf and from whom to seek clarification if necessary. Apart from telephone messages, you may receive various kinds of information that you are required to pass on for example, information about power outages, upgrading work and installation are all information that must be passed on to the persons or departments which will be affected. You may also have to document and pass on information about service checks, break-downs and other requests. Determine the most appropriate means of transmission and pass it on without delay. CHECKPOINT An emergency staff meeting has been scheduled. How would you pass on this information? Your supervisor is on her way to visit a client. You receive a phone call that the meeting has been postponed. What would you do?
You've reached the end of your free preview.
Want to read all 36 pages?