NVQ/SVQ Level 2 Business & Administration
Portfolio task 107.18
Links to LO3: assessment criteria 3.1, 3.2, 3.3, 3.4, 3.5, 3.6 and 3.7
Gather evidence of your work to show your assessor that you have successfully carried out the tasks outlined in the table below. Check with your assessor on the best ways of gathering evidence for each of the tasks before you begin. Task
Evidence collected
1. Identify the purpose of the call.
Unit Q107 Make and receive telephone calls 18
2. Obtain the name and number of the person to be contacted. 3. Make contact with the person. 4. Communicate information to achieve the purpose of the call. 5. Project a positive image of yourself and the organisation. 6. Summarise the outcomes of the conversation before ending a call. A version of this table, ready for you to complete, is available to download from www.contentextra. com/businessadmin
7. Report telephone system faults, if necessary.
Be able to receive telephone calls The second learning outcome in this unit focused on the skills required to be effective at receiving phone calls, transferring calls to colleagues and taking messages for others. Portfolio task 107.19 covers the evidence which you must produce to show that you are able to demonstrate these skills in your job.