Description

Course Name: Certificate in Administrative Telephone Etiquette & Communication

Global Occupational Skill Standard – GOSS ID: GOSS/AC/CATEC/V1

Eligibility: 10+2 (Higher Secondary) or Equivalent.

Duration: Three Months.

Objective: The Certificate in Administrative Telephone Etiquette & Communication course is designed to equip professionals with the skills and best practices necessary for effective and professional telephone communication in administrative roles. The course covers voice tone and clarity, active listening, call handling techniques, managing difficult callers, proper greetings and closings, message taking, and telephone etiquette across different cultural and business contexts.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, You will be redirected to payment gateway, pay fee by any available options like Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of the online assessment, the soft copy of your certificate will be sent to your registered email ID within 5 days.

Assessment Modules:

Module 1: Fundamentals of Phone Etiquette: Importance of Professional Phone Etiquette, Role of Administrative Phone Executive, Basic Telephone Skills, Telephone Communication Types, Understanding Caller Expectations, Handling Incoming and Outgoing Calls.

Module 2: Communication Skills for Phone Handling: Active Listening Techniques, Clear and Concise Speaking, Tone and Voice Modulation, Managing Difficult Callers, Effective Questioning Skills, Empathy and Patience in Communication.

Module 3: Call Management Techniques: Call Greeting and Introduction Protocols, Call Screening and Routing, Placing Calls on Hold and Transferring Calls, Taking and Delivering Accurate Messages, Handling Multiple Calls, Managing Call Time Efficiently.

Module 4: Handling Challenging Situations: Dealing with Angry or Upset Callers, Conflict Resolution over the Phone, Managing Miscommunication, Techniques for Calming Callers, Escalation Procedures, Maintaining Professionalism under Pressure.

Module 5: Use of Technology in Phone Communication: Overview of Phone Systems and Features, Use of Voicemail and Automated Systems, Integrating Phone with CRM Tools, Recording and Monitoring Calls, Troubleshooting Common Phone Issues, Data Privacy and Confidentiality.

Module 6: Professional Development and Best Practices: Developing a Professional Phone Persona, Continuous Improvement in Phone Skills, Feedback and Self-Assessment, Cultural Sensitivity in Phone Communication, Setting Personal Performance Goals, Preparing for Administrative Phone Roles.

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Benefits of Certification:

1. Global Recognition & Credibility – Stand out worldwide with a certification that strengthens your professional profile across borders and demonstrates your skills to employers and institutions.

2. Quality Assurance through ISO Certification – Programs follow an ISO-certified quality management system to promote consistency, reliability, and a standardized learning experience.

3. Career Advancement & Employability – Enhance your résumé, demonstrate professional competence, and improve your prospects for career growth, promotions, or suitable job opportunities.

4. Non-Profit Trust Factor – Certification from a non-profit organization reflects a mission-driven approach focused on skill development, professional learning, and public benefit.

5. Access to Learning Resources – Gain access to useful learning resources such as e-books, mock tests, assessments, and online academic support.

6. Transparency & Online Verification – Each certification includes a unique enrolment or certificate ID, enabling convenient online verification by employers and other interested parties.

7. Lifetime or Long-Term Validity – Certifications may offer lifetime or extended validity, reducing the need for frequent renewal, subject to the applicable certification scheme.