Telephone and Reception Skills Course 2026

This course is for receptionists, front-desk staff, office assistants and anyone who answers a business phone in Canada. It covers greetings, holds and transfers, spelling names and numbers, taking messages, voicemail, difficult callers and scams, and visitor sign-in, privacy and accessibility. Listening questions play short calls aloud. Study each lesson, try its topic quiz, then take the timed final assessment and score 80% or more to earn a certificate of completion.

دورة
كندا
عدد الأسئلة: 100
تمت المراجعة في 13 أكتوبر 2026
تم التحقق من الحقائق في 13 أكتوبر 2026

إجابة سريعة

تتضمن هذه الدورة المجانية نحو 150 دقيقة من الدروس، و6 اختبارات موضوعية بلا وقت محدد (100 سؤالًا إجمالًا)، وتقييمًا نهائيًا محدد الوقت من 35 سؤالًا يُختار عشوائيًا. احصل على 80% أو أكثر في التقييم النهائي لتنزيل شهادة إتمام (خاصة، غير معتمدة). تمت مراجعته مقارنةً بالمصادر الرسمية في 13 أكتوبر 2026.

ابدأ بالدروسTelephone and Reception Skills Course: Lessons: نحو 150 دقيقة من القراءة. كل أسئلة الاختبار مشروحة في الدروس.

ما ستتعلمه

Answer business calls and greet visitors with a clear, professional greeting
Put callers on hold, transfer calls and screen calls politely
Spell names and email addresses with the NATO phonetic alphabet and say numbers clearly
Take complete, accurate messages and use voicemail well
Handle upset and abusive callers, spot phone scams and respond to threatening calls
Sign visitors in, protect personal information and serve people with disabilities, including relay calls

احصل على 80% أو أكثر لتنزيل شهادتك.

خطتك الدراسية

اقرأ كل درس، ثم أجرِ اختبار موضوعه (بلا وقت محدد ومع الشرح)، ثم التقييم النهائي المحدد بوقت. تُختار مجموعة جديدة من الأسئلة في كل مرة. يُحفظ تقدمك في هذا المتصفح.

اختبار الموضوع 1: Greeting callers and visitors

ما يجب معرفته قبل الاختبار

In the NATO phonetic alphabet, A is spelled Alfa and J is spelled Juliett.
The Translation Bureau recommends writing Canadian phone numbers with hyphens and no parentheses, such as 819-555-5555, because the area code is now required in most of Canada, even for local calls.
The Office of the Privacy Commissioner of Canada says an organization must inform customers when it records a call and should state the purpose clearly.
A TTY user dials 711 to reach a relay operator. To call a TTY user through the relay service, dial 1-800-855-0511.
SRV Canada VRS is a free video relay service in American Sign Language (ASL) and Quebec Sign Language (LSQ).
CCOHS lists working alone or in isolated areas, including an isolated reception area, as a higher risk for workplace violence.
The Canadian Anti-Fraud Centre warns about a "head office spoof", where a fraudster calls a franchise business, claims to be from head office and pushes staff to activate prepaid cards or send money.
Privacy commissioners for Canada, Alberta and B.C. say that looking at a driver's licence is usually enough, and photocopying or scanning it generally goes too far.

الأسئلة الشائعة

What certificate do I get, and what is it not?

If you score 80% or more on the final assessment, you can download a PassEveryTest Certificate of Completion. It shows that you finished a general skills course. It is not an accredited qualification, and it is not a certificate from any employer, phone system vendor or government.

Who is this course for?

It is for receptionists, front-desk and office staff, concierge and customer service workers, and anyone who answers calls or greets visitors at work. It also helps people who are learning workplace English.

How do the listening questions work?

Your device reads a short call or conversation aloud, in a Canadian English voice if your device has one. Listen, then answer the question. The script is shown after you answer, so you can check what you heard.

Does the course teach a specific phone system?

No. Buttons and features differ between phone systems. The course teaches skills that work with any system. Ask your employer for the guide to your own phones and voicemail.

How does the final assessment work?

It has 35 questions picked at random from the course's question bank, and you have 35 minutes. You get a new mix of questions each time you try.

Do the privacy rules in the lessons apply to my workplace?

The lessons use federal guidance as examples. Alberta, British Columbia and Quebec have their own private-sector privacy laws, and some workplaces, such as clinics, have extra rules. Follow your employer's privacy policy.

هل الشهادة معتمدة أو معترف بها رسميًا؟

لا. إنها شهادة إتمام خاصة للمعرفة فقط. وهي غير معترف بها أو معتمدة أو موافق عليها من أي حكومة أو جهة ترخيص أو هيئة تنظيمية أو مؤسسة تعليمية، ولا تحل محل أي رخصة أو شهادة أو تدريب يفرضه القانون.