Making and receiving calls — City & Guilds Limited End-Point Assessment Business Administration Revision

    This subtopic covers the essential telephone communication skills required in a business administration role, including the correct procedures for making o

    Topic Synopsis

    This subtopic covers the essential telephone communication skills required in a business administration role, including the correct procedures for making outgoing calls and handling incoming calls professionally. Learners will understand the critical importance of appropriate call handling to an organisation, as it directly impacts customer satisfaction, company reputation, and operational efficiency.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Making and receiving calls

    CITY & GUILDS LIMITED
    vocational

    This subtopic covers the essential telephone communication skills required in a business administration role, including the correct procedures for making outgoing calls and handling incoming calls professionally. Learners will understand the critical importance of appropriate call handling to an organisation, as it directly impacts customer satisfaction, company reputation, and operational efficiency.

    7
    Learning Outcomes
    8
    Assessment Guidance
    8
    Key Skills
    6
    Key Terms
    9
    Assessment Criteria

    Assessment criteria

    City & Guilds Level 1 Award in Business and Administration
    City & Guilds Level 1 Certificate in Business and Administration

    Topic Overview

    The City & Guilds Level 1 Award in Business and Administration introduces you to the fundamental skills and knowledge needed to work effectively in a business environment. This qualification covers key areas such as understanding business organisations, the roles and responsibilities of employees, and the importance of effective communication. It is designed for those who are new to the business world or looking to build a foundation for further study or entry-level roles.

    You will explore how businesses are structured, the different types of organisations (e.g., private, public, voluntary), and the functions that keep them running, such as human resources, finance, and marketing. The course also emphasises practical administrative skills, including handling mail, using office equipment, and maintaining security and confidentiality. By the end, you'll have a clear grasp of how a business operates and how you can contribute to its success.

    This award is part of a broader vocational pathway, preparing you for higher-level qualifications like the Level 2 Certificate in Business and Administration or apprenticeships. It's also valuable for anyone seeking to improve their employability, as it develops transferable skills such as teamwork, time management, and customer service. Mastering these basics will give you confidence in any workplace setting.

    Key Concepts

    Core ideas you must understand for this topic

    • →Business structures: Understand the differences between sole traders, partnerships, limited companies, and public sector organisations, including their advantages and disadvantages.
    • →Communication methods: Know when to use verbal, written, electronic, or non-verbal communication, and how to adapt your style for different audiences and purposes.
    • →Administrative tasks: Learn to manage filing systems, handle incoming and outgoing mail, and use office equipment like printers and photocopiers safely and efficiently.
    • →Health and safety: Recognise common workplace hazards, understand your responsibilities under the Health and Safety at Work Act, and know how to report incidents.
    • →Confidentiality and data protection: Understand the principles of the Data Protection Act and how to handle sensitive information appropriately.

    Learning Objectives

    What you need to know and understand

    • Be able to make calls, Be able to receive calls, Know why it is important to an organisation that calls are handled appropriately
    • Demonstrate the ability to make outgoing business calls using a standard greeting and clear speech.
    • Demonstrate the ability to receive incoming calls promptly and professionally.
    • Explain the importance of handling calls appropriately for maintaining organisational image and customer loyalty.
    • Apply correct procedures for taking and relaying accurate messages.
    • Identify common barriers to effective telephone communication and suggest ways to overcome them.
    • Describe how to handle a challenging or angry caller in line with organisational policy.

    Assessment Criteria

    Key criteria assessors look for in your portfolio

    • Award credit for demonstrating the ability to prepare effectively for an outgoing call by identifying the recipient, gathering necessary information, and clarifying the call's purpose before dialling.
    • Award credit for answering incoming calls within a specified number of rings, using a standardised greeting that includes the organisation's name and the individual's identity, followed by an offer of assistance.
    • Award credit for accurately taking and relaying messages when required, ensuring all essential details such as caller's name, contact number, time, and brief message are recorded.
    • Award credit for explaining convincingly why proper call handling matters, referencing at least two concrete examples such as maintaining professional image, preventing misunderstandings, or securing business opportunities.
    • Award credit for using a clear and polite greeting, including stating the learner’s name and the organisation.
    • Award credit for accurately recording caller details, the message, and the date/time of call.
    • Award credit for demonstrating active listening skills, such as confirming understanding and summarising the caller’s points.
    • Award credit for explaining at least two reasons why professional call handling is important, such as customer satisfaction and repeat business.
    • Award credit for demonstrating how to close a call politely, confirming any actions to be taken.

    Assessment Guidance

    Guidance for achieving higher grades

    • 💡During role-play assessments, consciously demonstrate active listening by paraphrasing the caller's requests and confirming details before ending the call.
    • 💡When writing about the importance of call handling, structure your response to show direct links between good practice and tangible business outcomes, such as repeat business or reduced complaints.
    • 💡Use a checklist approach for making calls in practical tasks: prepare, dial, state purpose, listen, confirm, and end politely to ensure you meet all assessment criteria.
    • 💡Always follow the standard script or structure provided by your assessor: greeting, purpose, message, closing.
    • 💡Practice active listening by repeating back key information to confirm accuracy before ending the call.
    • 💡Record your practice calls and self-assess against the assessment criteria to identify areas for improvement.
    • 💡Prepare for common scenarios, such as handling an angry caller, by reviewing the organisation’s complaints procedure.
    • 💡Ensure your telephone manner conveys confidence and professionalism by speaking at a steady pace and with a friendly tone.
    • 💡Use real-world examples: When answering questions about communication or administrative tasks, refer to specific scenarios you've encountered in your studies or work experience. This shows you can apply theory to practice.
    • 💡Know your key terms: Definitions of terms like 'confidentiality', 'data protection', and 'health and safety' often come up. Make sure you can explain them clearly and give examples of how they apply in a business setting.
    • 💡Read questions carefully: Many students lose marks by misinterpreting command words. For instance, 'describe' requires a detailed account, while 'explain' needs reasons or causes. Always check what the question is asking.

    Common Mistakes

    Common errors to avoid in your coursework

    • Neglecting to confirm the recipient's identity or the accuracy of the dialled number before proceeding with the conversation.
    • Interrupting callers or failing to listen actively, which leads to incomplete understanding and poor message taking.
    • Assuming that call handling importance is limited to politeness, without recognising its wider impact on customer loyalty, legal compliance, or team coordination.
    • Forgetting to introduce themselves and the company when answering or making a call.
    • Failing to take complete messages, missing essential details like contact number or urgency.
    • Speaking too quickly or mumbling, making it difficult for the caller to understand.
    • Interrupting the caller or not allowing them to finish speaking.
    • Using informal language or slang inappropriate for a business call.
    • Misconception: 'Business administration is just about filing and answering phones.' Correction: While these are part of the role, administration also involves planning, problem-solving, using software, and supporting teams to achieve business goals.
    • Misconception: 'All businesses are the same structure.' Correction: Businesses can be sole traders, partnerships, or limited companies, each with different legal and financial implications. For example, a sole trader has unlimited liability, while a limited company protects owners' personal assets.
    • Misconception: 'Health and safety is only the employer's responsibility.' Correction: Employees also have a duty to take reasonable care of their own safety and that of others, and to cooperate with their employer on health and safety matters.

    Frequently Asked Questions

    Common questions students ask about this topic

    Before You Start

    Prior knowledge that will help with this topic

    • •No formal prerequisites are required for this Level 1 award, but a basic understanding of English and maths is helpful for completing written assessments and handling numerical data.
    • •Familiarity with using a computer and common software like Microsoft Word or email can give you a head start, though these skills are also taught within the course.

    Key Terminology

    Essential terms to know

    • Be able to make calls, Be able to receive calls, Know why it is important to an organisation that calls are handled appropriately
    • Professional telephone etiquette
    • Effective message taking
    • Organisational reputation
    • Data protection in calls
    • Handling difficult callers

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