Unit two: Principles of providing administrative services
Section 1 – Understand how to make and receive telephone calls
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
FeatureHow / when used
Computer telephone integration
This option links two systems together, the computer and the telephone systems. When someone calls up, the telephone rings and a dialog box will appear on the computer screen with options for answering it.
This option allows the business to enjoy free calls and voicemails sent by the internet. Therefore it needs a fast and reliable internet connection.
2. Prepare a brief report advising people on:
•How to follow organisational 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).
First thing to keep in mind at work is that I am always representing my company or business every time I answer the phone or making a call on the business’s behalf.
There is usually a scripted text to be followed – this text is used on each call, as a standard greeting for all incoming and outgoing calls made within the business environment. For instance, I might say: “Field Training, this is Rita, how can I help?”
The purpose of giving a positive image of myself and of the business when making and receiving telephone calls is to promote the business in its best light and provide a professional service right from the start to every costumer or potential costumer. Offering the best possible service should be paramount from the very first moment of answering and making business calls.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
The purpose of correctly receiving, checking and sorting mail is to allow the smooth run of a business and keep up with the speed of operations needed within the business. An inefficient business is much harder to run and creates a stressful atmosphere to work in.
Also poor mail handing brings much confusion to all involved, loss of costumers and loss of business, therefore loss of revenue. Poor mail handling can actually have very serious long term consequences on a business as it undermines its reputation and generates loss of trust from costumers and suppliers.
A carefully thought-through system needs to be in place at all times so the correct person gets the correct mail or package and this process should occur as quickly as possible.
2. Complete the table below with the following information:
•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 servicesExternal mail services
Invoice from suppliers to the business
Invoice to costumers of services provided by the business
Requests for information about products and services
Products sent to costumers by post
Internally, mail or post is distributed in different ways depending on the size of the business; post could be distributed on different trays at the entrance with employer’s names labelled on them; it can be distributed in large organisations by people moving around the different departments/ floors with mail trolleys; using internal envelopes addressed to the recipient. Very modern businesses might have an intranet system that scans post and this is indexed to the relevant administration team.
Externally, post is distributed by major mail company providers such as Royal Mail, DHL and Citylink....