Telephone Skills in a Work Environment is an accredited course which gives participants an opportunity to identify and develop the communication skills necessary for effective telephone communication.
Participants will be encouraged to take part in group exercises and share experiences relevant to the course content.
On completion the participants will have:
- Gained an understanding of the oral and listening
- Skills necessary for effective communication
- Be aware of the barriers to effective communication
- Recognise the importance of recording and monitoring telephone information.
Course length and level
Snap Cymru’s telephone helpline skills training is accredited by Agored Cymru and provides three credits at level 2.
Our existing courses are designed to meet the needs of a variety of individuals, practitioners and organisations. They can be delivered at a venue of your choice or at one of SNAP Cymru’s training venues. We can also develop or modify a course specifically to meet your needs.
If you cannot find what you are looking for, please contact us: email@example.com
Our normal charges range from £60-£120 per person per course.
Group discounts and concessions are also available for partner organisations.
Cancellations or postponement can only be accepted in writing.
Should SNAP Cymru cancel an event a full refund will be made.
Should delegates cancel or postpone the following charges apply:
- 22 days or more — no fee
- 15 – 21 days prior to event — 50% of course fee
- 14 days or less, or failure to attend — 100% of course fee
Agored Cymru Accreditation – take credit for your learning!
Success now, and in the future, is about learning. By gaining credits for your learning you are doing exactly that. Over 800,000 people registered on Agored Cymru (formally Open College Network Wales) courses last year, so you are in good company! Agored recognise and accredit courses covering all aspects of education and training. SNAP Cymru work alongside Agored Cymru to award nationally recognised certificates of achievement using their system of credits.
Levels of attainment:
- Level One is comparable to NVQ1, Foundation GNVQ and GCSE grades D-G. This doesn’t necessarily mean that you have completed the equivalent of one whole GCSE, but that you are working at an equivalent level of achievement. This represents the development of foundation skills and the acquisition of basic learning skills.
- Level Two is comparable to NVQ2, Intermediate GNVQ and GCSE grades A* – C. Once again, this doesn’t necessarily mean that you have completed the equivalent of one whole GCSE, but that you are working at an equivalent level of achievement.
- Level Three This represents the use of skills and competences independently and analytically. It demonstrates that you are working at a level equivalent to NVQ three or A level. Most learners hoping to access Higher Education seek to achieve credits at level three.
- Level Four is comparable to the skill and competency level of a HNC.
Credit – The standard unit of measurement used by Agored to indicate volume and breadth of learning. All learning achievement is described in terms of ‘credit’. The number of credits indicates the volume of learning for which the Agored definition is used. 1 Credit is equivalent to 10 hours of learning (including your portfolio building or any work you do independently).
How will my work be assessed?
During your course, your tutor will help you to document your achievement by supporting you to produce pieces of work (assessment tasks). They may take the format of worksheets or practical tasks. These will be put together in a folder, along with testimonies from the tutor and/or other learners stating that you have achieved certain assessment criteria. You will always be made aware of the assessment tasks and your tutor will always help you to achieve your potential. More information can be found in our Access to Fair Assessment Policy.
If you are unsure about any of the assessments, or you have specific learning requirements/learning barriers, please do not hesitate to speak to your tutor about this as we will endeavour to adjust the tasks to suit your needs (see the Access to Fair Assessment and Equality and Diversity policies for further information on special arrangements and considerations).
What can I do with my credits?
Agored credits are generally accepted as a means of entry to further study by further and higher education providers and by a large number of employers and trainers. You can use your credits to demonstrate your achievements and prove that you have knowledge and skills in a wide range of subjects. Depending on which level of course you take, you can use the credits to progress onto other courses. Contact your local colleges and speak to them about what opportunities are open to you.
Will I receive a certificate?
Yes, once your portfolio has been assessed by your tutor and checked by an internal verifier, SNAP Cymru will recommend that Agored issues a certificate which will be forwarded to you. Please note that this process can take several weeks.
SNAP Cymru is committed to providing learners with the opportunity to achieve and our training provision is fair and equal ensuring that, wherever possible, all learners with the relevant skills, knowledge and understanding can have their achievement recognised’. We hope you will take this opportunity to have your achievement rewarded.
We welcome feedback from all of our learners any concerns are usually resolved informally, however, for further information please see the SNAP Cymru.
Assessment Appeals Procedure and Complaints Policy.
We are committed to safeguarding the privacy of our learners. We may collect, store and use information you provide us for the purpose of registering with AGORED Cymru along with any other information that you choose to send to us which may relate to your learning, such as access needs and prior qualifications.
We will not collect data or other material that cannot legitimately be shown to be related directly or indirectly to the registration of learners. Personal information submitted to us will only be used for the purposes specified in this statement. For further information please see the SNAP Cymru Training Data Protection Policy.
We wish you every success!
As an approved centre with Agored Cymru, we are pleased to offer Partnership Arrangements to organisations and individuals who wish to deliver nationally recognised and accredited training. Often small organisations wish to offer accreditation to learners, but are likely to only accredit small numbers of learners completing 2-3 credits each. As approved centres pay annual recognition fees as well as a charge per credit, the unit cost of credit is often prohibitively high. The administration and quality assurance responsibilities to achieve and maintain approved status are also skilled roles and are both expensive and time consuming. Partnership Arrangements can be an excellent first step for aspiring training organisations or for those projects wishing to fulfill the training and accreditation requirements of project funding.
How Do Partnership Arrangements Work?
To deliver nationally accredited training, providers must be an ‘approved centre’ or be in a partnership arrangement with one. All compliance matters and quality assurance are dealt with by us, leaving you to concentrate on delivering high quality training. You will receive all materials along with information regarding any professional development activities. Our training unit will communicate with you regularly to ensure all aspects of your training are compliant and provide you with support when needed. After delivery of your course and submission of all course paperwork and assessment evidence we will internally verify your courses and recommend successful learners for credit.
We can also help you develop new accredited training and have experience of delivering, assessing and verifying courses from Entry Level up to Level 4.
Our Partnership Arrangement fees are based on administration set up and per certificate basis and are very competitive.
For further information regarding a Partnership Arrangement contact the Training Manager on 01554 778 288 or firstname.lastname@example.org
Assessment Appeals Procedure
Children and Vulnerable Adult Training Policy
Conflict of Interest Policy
Data Protection Policy
Attending a SNAP Cymru course allows you to ‘tap into’ a wealth of experience and support – the training helped me focus on the most effective ways of supporting my clients with ALN and Disability.Careers Officer - ALN and Disability Training
The training was excellent’; a lovely program and well organised, it challenged my preconceptions and gave a lot to take away.YMCA Project Worker - Diversity Training
A very balanced course which was accessible for both parents and professionals, the delivery was outstanding.Social Worker – Key Working Training
The most valued thing I have done is the SEN course this has allowed me to understand my rights has a parent.Parent – Understanding SEN Training