Principles of Providing Administrative Services Answers

Unit two: Principles of providing administrative services

Section 1 – Understand how to make and receive telephone calls

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1. 1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. Feature| How / when used|

1. 1. 1.  Answer phone - This is usually accessed by pressing the number 1. It enables you to access messages left to you by others
      2. Conference calls - This makes it possible to speak to more than one person simultaneously.
      3. Do not disturb - This block calls to an extension or particular telephone line until the block is removed. Blocks are usually activated and deactivated by pressing a number of keys on the phone's keypad.
      4. Transfer -This enables you to transfer a caller to another extension.
2. Prepare a brief report advising people on:
   1. • How to follow organizational procedures when making and receiving telephone calls
      • The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. If possible, use specific information from procedures in your own organisation (or one that you are familiar with).

Making call:

1. 1. 1. Identify the purpose of the call .
      2. Confirm the name and number of the person to be contacted
      3. Make contact with the person
      4. Communicate information to achieve the purpose of the call
      5. Project a positive image of myself and my company

Receiving calls:

1. 1. 1. Answer the phone according to my organisation’s procedures
      2. Project a positive image of myself and my company
      3. Identify the caller, where they are calling from and what they need
      4. Provide accurate and up-to-date information whilst protecting confidentiality and security
      5. Transfer calls where requested
      6. Take messages according to the caller’s needs

It is important to give a positive image of myself and my organization when making and receiving telephone calls . If I present in a negative manner then the customers would not like to talk with me and wouldn’t have nothing to do with my organization. It can affect company business.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). Professional handling of mails is very important for an organisation. Improper handling of mails could result in lost customers, lost money and inefficient business.

This can be due to loss of vital documents, delays in mails, delivery to wrong person, inefficient service delivery, payment being lost etc. It is important to follow the correct procedures for receiving, checking and sorting incoming and outgoing mail or packages. If a mistake is made then someone may be waiting on the arrival of an important document and it may go to the wrong person, or even go missing completely. People who are responsible for mail always should ensure that mail and packages are directed to the appropriate person.

They should make sure that mails are delivered to correct person as soon as possible. This is very important in business environment.

Complete the table below with the following information:

1. 1. • At least two examples of internal mail services that are available to organisations
      • At least two examples of external mail services that are available to organisations Internal mail services| External mail services| 1. Envelopes - Internal mail is often sent in unsealed, A4-size envelopes . If the mail is confidential, the envelope will be sealed and marked with a confidential label.
2. Royal Mail - is the best known external mail service|
3. Intranet- it can be used to circulate internal mail electronically|
4. DHL -is a leading courier in the UK and around the world|

• Describe two methods that you can use to calculate postage charges for mail and / or packages. Before sending a postages we need to classify them according to the importance and urgency. For important and urgent postage we can use first class postage and for the less urgent post we can use a second class postage. We can use service providers information to work out charges.

If we need to send an item and guarantee it will be delivered the next working day or the same day or if a mail needs to be sent on recorded delivery we have to look for postal charges and the time within which the mail will be delivered. The ways how we calculate postage can be different. For Royal Mail we can find prices online. We have to choose if our postage is a letter, large letter or packet. We should know how much weigh our postage has and enter this information (some offices should have a set of postage scales for weighing letters and packages and a cardboard size guide).

Next we need to choose which delivery options we want (for example next day delivery). Except the Royal Mail we can find a lot of couriers which we can use, for example DPD, DHL, TNT UK Express Service.

Section 3 – Understand how to use different types of office equipment

• Describe the main types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment. Nowadays offices use a large and varied amount of equipment to complete everyday tasks efficiently and effectively. The main ones found in most offices are: computers, printers, photocopiers, faxes, telephones.

Some offices and other business may use additional specialist equipment, depending upon the nature of the business and the needs of the staff. Examples include: Dictaphone equipment for recording the text of letters and reports, scanners, video recording and presentation equipment, specialist printing and binding equipment, special telephone headsets for telemarketing staff. Computers- are used for a large amount of based tasks for example: produce reports, allow access to the Internet (internal and external communication tools-email), accounting and publishing etc. Printers - are used to produce copies of documents.

Fax machines are used to send message (it could be text, graphics or images) using a telephone line. Scanners are used to scan documents onto the computer.

• Explain the purpose of following manufacturer’s instructions when using equipment. Manufactures’ instruction are for a reason. If people follow the basic instructions then and the equipment will last longer. It is important that people know how to use this equipment in order to remain safe and healthy and keep risk to a minimum. If instruction are followed people may sure that they do not do anything that may harm themselves or others.

If equipment is used correctly is more efficiently. If equipment is used incorrectly then the job it is designed for may not get done, or it may be done badly or it may take far longer to complete. People need to follow instruction for better maintenance. It could help using equipment for maximum period of time. If the equipment has a breakdown within a guarantee / warranty period it will be far more difficult to have it replaced or repaired if it has not been used according to manufacturers’ instructions.

• Explain the purpose of keeping equipment clean, hygienic and ready for the next user.

When using equipment in the workplace it is important to keep it clean and well maintained. It is very important especially when equipment is shared with other people. It helps to keep better hygiene for employees – clean equipment minimises the spread of infections and germs. Regularly cleaning equipment can mean that it will last we longer and save our money as well as producing a higher quality result. Cleaning equipment after use can lead to less problems and increased efficiency. It is also courteous to clean something after we have used it to make it ready for the next user.

If people are sharing workspace with others it is good practice to leave the area clean and organized. If one person is always cleaning up after everyone else, this person can become demotivated and annoyed. We can do this by working in an organised tidy manner, storing equipment safely and cleaning it with the appropriate products. We can minimise the number of germs on your keyboard by not eating or drinking at your desk. Food and drink should be kept well away from any equipment in case anything gets knocked over and causes damage.

Section 4 – Understand how to keep waste to a minimum in a business environment .

• Explain why waste should be kept to a minimum in a business environment. It is very important to keep waste to a minimum in the work place. The more we waste, the more money it is going to cost the company. Companies have procedures like recycling which helps to keep our workplace tidy whilst saving money. Keeping waste to a minimum in the business environment decreases the amount of waste a business contributes to the environment. Reducing waste is key to minimizing business's environmental impact by reducing air and water pollution and limiting the amount of material that ends up in landfills.

Reducing waste can also serve to save a business money. Keeping waste to minimum it's cost-effective, saves money, and saves the environment. It is very important because too much waste can have consequences for the long-term viability of the business.

• Identify at least two main causes of waste in a business environment. Waste is unfortunate consequence of business everywhere. In a business environment very common waste is a paper waste. This is because printers at work generate a lot of waste paper. People can print unnecessary things and do too many copies.

A lot of things which people print contain very little information, so we can try to write them down on a scrap paper instead of printing them. Waste of energy - when leaving the office some people leave lights on, they do not switch of computers, etc. Waste of electricity is a huge in business environment. Waste power it means also increased carbon emission into the atmosphere which is not very good for our environment.

• How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this. People can keep waste to a minimum in a business environment by doing even small things.

We could stop printing unnecessary thing, make notes using printed paper, use the copier for necessary numbers of copies. This can help to reduce amount of paper needed for business and save trees. By turning off the lights when leaving we save energy, company saves money and we help to reduce carbon footprint. Company can ask employees to clear their desk periodically to look for excess pens, sticky labels and other supplies. This allows the company to save money as it does not need to order larger than necessary amount of new office supplies.

Section 5 – Know how to make arrangements for meetings

• Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting.

Type of meeting:

1. 1. • Main features
      • Board meeting

Management meetings of the board of an organisation attended by directors. The meeting is convened to report results, set policies, scan for needed changes, etc.

1. 1. • Conferences
      • Usually for large audience to share information, work through strategies and tactics.
      • Shareholder Meetings
      • Annual general meeting which is convened to making decisions.

In this type of meeting annual reports are distributed to shareholders. They make decision about the future of the company. | 2. When arranging a meeting:

1. 1. • What sources and types of information are typically needed?
      • How should meetings be arranged?

Types of information typically needed when arranging a meeting consist of:

1. 1. • Who needs to attend (the attendance list),
      • When it should occur (the date of the meeting, the start and finish times of the meeting),
      • The main resources required.

It can also consist of:

1. 1. • The venue of the meeting
      • The agenda of the meeting.

The meeting should be arranged by doing checks on resources needed, venue, whether refreshments are needed, arrange and circulate agenda, invite attendees and information on special needs. Arranging a meeting is all about preparation and ensuring that everything is ready before the meeting starts.

Section 6 – Understand procedures for organising travel and accommodation arrangements

• Explain the purpose of confirming instructions and requirements for business travel and accommodation. The purpose of confirming instructions and requirements for business travel and accommodation is not to make an error.

It is better to ask twice and make sure that everything is prepared according to the instructions. The mistake could cost a lot of money and be waste of time. Even small misunderstanding can lead to significant problems for example: it could be two cities with the same name but in different parts of a country. Asking about the city which we are interested in helps to avoid misunderstandings.

• Complete the table below with an outline of the main types of business travel and accommodation arrangements that may need to be made and the procedures that should be followed when doing this.

Travel and accommodation arrangements| Procedures| Booking plane ticket| We need to check if a travelling person has required documents , for example passport for international flights. We need to check if destination place has good access to the airport or if there are any disruptions i. e. heavy snowfall, staff strike etc . which can affect the flight. | Accommodation booking| We need to know if it is one day or overnight business meeting. If there is overnight we need to know how many nights people need to stay. There are different types of overnight accommodation available from bed and breakfasts to hotels.

We need to know if for example an evening meal may be required. | Booking train ticket| When booking a train ticket we need to make sure that there is a rail service in a place where we desire to go. We should check the arrivals and departure times to optimise our travel and save time. |

• Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. Purpose of keeping records of travel/ accommodation arrangements is important as it helps company to have important information about travel process, in this way the business can build up a knowledge bank and some expertise in its travel arrangements.

By keeping financial records company can account all the money which being spend on travel and accommodation. * If company keeps good record is easy to retrieve information even in case when people arranging the travel are unavailable. Keeping good record helps company to look for ways of improving travel and accommodation bookings.

Section 7 – Understand diary management procedures

• Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons. Diary system is very important for planning and time organisation. Diary system helps to record employee activity and the resources that employees need.

It helps planning activities that people can get involved with. Using the diary system employees know where they should be or what they should be doing at particular time. Diary system can keep a record of scheduled business activities such as meetings and appointments. Without diary system is very easy to forget about the important meeting. Diary system can keep records of the use of shared resources – things such as rooms, equipment and vehicles. Without diary system rooms could be double-booked.

• Identify the information needed to maintain a diary system in the workplace.

The information needed to maintain a diary system in a workplace is determined by the nature of what is being recorded. In general, when thinking of the information needed to maintain a diary system, consider the 5 Ws – who, what, where, when and why.

Section 8 – Understand the purpose of delivering effective customer service and how to do so

1. 1. 1. What are the differences between internal and external customers in a business environment? Internal customers are individuals and teams within the business who receive the output of company’s work, it could be other departments of company using services.External customers are people or businesses that are not within the same company that pay for services or products. They are individuals outside the business you work in who receive the product or service that the business produces
      2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer. When we are able to accurately identify customers' expectations, our customer service reputation will automatically be enhanced. When we meet customers’ expectation customer will be satisfied. By meeting customers’ expectation we are not doing more than customers expected.

When we exceed customers expectation customers will be delighted (of course we have to exceed an customers expectations in a positive way). It means that business benefits above are even more likely to be achieved. Good customers service by meeting and/or exceeding customer expectation can give company a lot of benefits. One of the benefits is a chance that a new customer can transform to loyal client and also can recommend our business to others. Good customer service could build a sense of trust. When we ensure good customer service it could increase sales, company growth and provides good publicity.

1. 1. 3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved. Positive relationship with customers are very important for a company. Positive customer relations makes customers feel important and connected to the company. With a positive relationship both parties have mutually beneficial outcomes. The key factors which contribute to positive relationships are: respect, trust, communication, focus, clarity. There are a few ways how to achieve positive relationship with customers. We can make it easy for customers to contact us.

It is also very important to resolve customer complaints quickly and completely. We should remember to always be very helpful. Positive relationship with customers we can achieved by giving the customers more than they expect and carefully listen to them. By giving more we can positively surprise our customers. Careful listening should help us to understand customers expectations better. It is also very important to not make promises unless we keep them.

1. 1. 4. How do customers demonstrate their own needs and expectations? The best way how customers can demonstrate their own needs and expectation is via feedback.

Customer feedback is an information about customer perception. The Information comes directly from customer about the satisfaction or dissatisfaction they feel with a product or a service. It shows what customers think about business and if business thinks about them. There are a lot of types of customer feedback. It can be formal or informal, , focus groups, feedback forms and customer surveys, customer research and customer complaints. Analysing a customer feedback helps identified what needs to be improved and also helps to identify customer expectation.

Section 9 – Understand the purpose of reception services and how to follow reception procedures

1. 1. 1. What is the purpose of the receptionist role as the first point of contact in a business environment? In many companies a receptionist is often the first point of contact in a business. A receptionist is responsible for any incoming customers or callers with the company. It is often the receptionist's role to ensure that all of these callers and customers are taken care of and that a good business image is given to the public. Receptionists are given the responsibility of meeting and greeting customers, clients or other visitors.

If a customer is treated in a rude way by the receptionist, it is likely that they will have a negative image about whole company and may not return. Receptionists greet people both in person and on the telephone. Every company should have trained staff to answer the telephones in a professional and welcoming manner. This means the person assigned in the receptionist role is the individual that gives the first impression of the business to those that make contact, and first impressions are essential.

1. 1. 2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important.

In most companies, the receptionist is responsible for the first impressions people have of a company. The receptionist should always project a professional image and make a great first impression on everyone. They should give a positive image of themselves and their organisation in order to attract and retain customers and to ensure customer satisfaction. If the receptionist is warm and friendly, people perceive that company is open and easy to work with. If receptionist is cold and unprofessional, people can think that the company is unprofessional and unpleasant to work with.

Receptionist’s professionalism represents company’s brand. To properly reflect this brand receptionists must represent companies through their appearance, behaviour, attitude, business manners and communication skills.

1. 1. 3. In relation to your own organisation (or one that you are familiar with), explain what must be done when carrying out entry, departure, security and confidentiality procedures in a reception area. The company which I work for with does not have a receptionist. A reception area is very small and is used rather like an entry point and waiting area for guests.

All guests have to use intercom in order to get enter to the building and only authorized staff can let them in. All staff is trained to not let in people from outside the company and the rules about guests are very clear. Because the company is away from the city centre and because of the specific industry, there is a small number of people who visit the company therefore there is no receptionist. Company does not require from guests to display identification cards when inside the company but there is a requirement that someone from the staff has to be with them during their visit.

Sound spreads and threatens confidentiality in reception and waiting areas. To ensure confidentiality we are forbidden to talk about any confidential information near reception area or to bring any confidential documents to this area. This procedure is in place to ensure that no patient or hospital information (which are confidential) is revealed to any outsiders visiting my company.

Explain the purpose of confirming instructions and requirements for business travel and accommodation:

It's the teacher's unions.

Teacher quality is all over the place. It's too easy to become a teacher. One doesn't really need to stay up on current procedures or materials. Just a few weeks ago my 5th grader had a substitute teacher who stated out loud "I haven't been trained on any of this common core math stuff" and went on to describe a science project in terms of an old school salt and ice-based ice cream maker that none of the kids had ever seen or likely will ever see.

My son's former nanny became an elementary school teacher with a 4-year degree unrelated to education and six weeks of taking tests. She's a very nice girl, but she's not a very good teacher.

So of course when our education system costs so much and produces lousy end results, the government and leadership in the education system want to test the kids to identify those iffy teachers and ones that aren't trained properly. We could do it on the front end and only qualify good teachers with good training. But the teachers union resists those efforts. As it stands right now in my home state, neither the schools or the teachers are responsible for the outcomes of the standardized testing. But the children are. I've gotten my son's tests. He got good scores, but the scores he received in subcategories aren't consistent with his high and low skill areas. So the test is very inaccurate.

Beta testing curriculum and tests on kids where the grownups involved duck the responsibility. Letting people teach with poor skills and abilities. Unions protecting the poor performers and the processes allowing them entry. Governments pushing bogus testing that doesn't show accurate results.

What you'll see around this comment will be a litany of teachers saying they should just be allowed to teach inside a magic box where what they do is not visible. Just trust them. And a suggestion that they be paid more so that experts in their respective fields will become teachers. Probably bad teachers.

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