1. Receiving and Relaying Messages 3

2. Note Taking
A useful skill in business. It enables employees to correctly capture information.
Make sure to listen carefully
Be Brief
Develop Short cuts
Listen for signals
Re Read notes when finished

3. Message Taking When taking a message key material is needed: Urgency
Whom it is intended for
The caller’s name and organisation
Time, date, place of message
The message
Name or signature of person who took message

4. Telephone Communication
This is a vital part of a business’ operations.
This is usually the clients initial contact with the company.
It is the most common way of communicating.
When you are using the telephone you need to:
Be helpful
Speak clearly
Greet the caller politely

5. Questions – BSBCMM201A 3.1 & 3.3
1. How can a business organisation avoid getting a poor reputation with reference to making outgoing and incoming telephone calls.
2. Read the following telephone responses and generate a more appropriate one.
Who’s calling
What is your name
She is too busy now
There is nothing I can do for you
I have to call extension 45
3. You are employed by the Harvey Travel Group. You have just taken a booking for a flight to Perth for two adults costing $760 in total.
Re create the phone call from start to finish. Make sure you give attention to cost, use etiquette and be polite.