(Based on the unit standard -Process incoming and outgoing telephone calls)

At the end of the module learners are able to:


·         Describe non-disclosable information and give reasons for it being classified.

·         Stress the importance of acknowledging callers and keeping them informed of the reasons for delays.

·         Describe and demonstrate the ability to answer a switchboard and assist customers

·         Describe standard telephone etiquette and demonstrate the ability  to answer calls, transfer calls and make calls.

·         Describe why body language is important and relevant while making or receiving a call.

·         Deal with irate or abusive callers.

·         Deal with emergency calls.

·         Make decisions as to whether a telephonic request should be handled personally or transferred.

·         Ask probing questions to find the purpose of the call.

·         Accurately take messages and ensure that the appropriate person receives them.

·         Deal with all callers politely in keeping with the organisation’s image.

·         Deal with calls quickly, keeping callers holding for the shortest time possible.



(Based on the unit standard -Maintain health, hygiene and professional appearance.)

At the end of the module learners are able to:

·         Explain the importance of professional appearance and how this enhances the company image.

·         Maintain personal hygiene and professional appearance according to company policy

·         Understand and comply with the company policy on illness and reporting illness to your superiors.

·         Understand AIDS in the workplace in terms of policy and procedures.

·         Understand and implement hygiene in the kitchen



(Based on the unit standard –Communicate Verbally)

At the end of the module learners are able to:

·         Explain the importance to the organisation and oneself of being able to communicate effectively with internal and external customers.

·         Describe how to communicate with people who only speak foreign languages

·         Understand the difference between verbal and non-verbal communication

·         Describe potential barriers to effective communication

·         Speak clearly and audibly and get clarification where necessary

·         Use the appropriate forms of address in different situations




You need to remember that selling is like being on stage. You need to put everything into it if you want an encore, but passion to act is not enough – YOU GOT TO KNOW YOUR LINES!

You remember the last time you ordered a burger at your favourite fast food restaurant and they asked you: “Would you like fries or a drink with that?” That’s upselling in its simplest form.

Another example is when you are at the electronics store buying a small, portable electronic item and the cashier asks: “Do you need batteries with that? “  This is classic upselling.

Upselling or scope expansion is the single biggest lost opportunity in most companies.

This technique has been around since business began, and you can do it too. It is an effective way to double and even treble the profits of the company.



(Based on the unit standard –Prepare and serve cocktails)

·         Locate and use appropriate cocktail service equipment and glassware.  (Range of glassware: liquor glasses, sherry glasses, tot glasses, martini glasses, cocktail glasses, highball glasses, tumbler glasses). (Range of equipment: tot measurers, pourers, blenders, shakers, stirring equipment, squeezers, strainers, knives and chopping boards, drip trays, glasses or jugs, ice scoops).

·         Provide customers with accurate information on cocktails, promote cocktails and suggest alternate cocktails. (Range of information: price, ingredients, relative strengths, measures). (Range of cocktails: spirit based drinks, non-alcoholic, shaken, mixed or stirred, blended, built or poured).

·         Take cocktail orders accurately.

·         Prepare, and serve cocktails with the correct accompaniments. (Range of accompaniments: food garnishes, ice, decorative items, salt, sugar).

Mixology (Drink Recipes & Preparation)
Techniques: building, shaking, stirring, blending and flaming.