Multiple Choice and Business Environment

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Unit Title: OCR unit number Sector unit number Level: Credit value: Guided learning hours: Unit expiry date:

Principles of providing administrative services 202 TC2-2 2 4 32 31/12/2013

Unit purpose and aim
This unit is about the knowledge and understanding needed to complete core administrative tasks in a business environment, including using office equipment, handling mail, using telephone equipment, minimising waste, providing reception services and effective customer service.

Learning Outcomes The Learner will: 1 Understand how to make and receive telephone calls

Assessment Criteria The Learner can: 1.1 Describe the different features of telephone systems and how to use them

Knowledge, understanding and skills 1.1 For example • • • • • • call holding call waiting re-directing calls answer phones teleconferencing text messaging

1.2 Describe how to follow organisational procedures when making and receiving telephone calls

1.2 For example when making calls • where to locate the correct name and telephone number and extension the purpose of the call and how to use the functions of the telephone. answering the telephone according to the organisational procedure how to use the 1



When receiving calls •


© OCR 2010

functions of the telephone in order to deal with the caller effectively • • how to take messages identifying the person when transferring the call and passing on information

1.3 Explain the purpose of giving a positive image of self and own organisation

1.3 For example the purpose of giving a positive image of self and own organisation can include to attract and retain customers, ensure customer satisfaction etc 2.1 For example to ensure that mail and packages are directed to the appropriate person

2

Understand how to handle mail

2.1 Explain the purpose of correctly receiving, checking and sorting incoming and outgoing mail or packages 2.2 Identify different internal and external mail services available to organisations

2.2 internal mail services includes: • transferring mail between different locations within the organisation using internal envelopes for circulating mail internally



external mail services includes: • • • 2.3 Describe the methods of calculating postage charges for mail or packages recorded delivery special delivery courier services.

2.3 The methods of calculating postage charges for mail or packages may include: • • • using a franking machine weighing and measuring mail using service providers information to work out charges

2

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3

Understand how to use different types of office equipment

3.1 Identify different types of equipment and their uses

3.1 The different types of equipment and their uses may include: • computers and printers for preparing and printing office documents photocopiers for copying office documents communication equipment for sending emails, text messages, faxes, making and receiving telephone calls shredding machines for destroying office documents







3.2 Explain the purpose of following manufacturer’s instructions when using equipment 3.3 Explain the purpose of keeping equipment clean, hygienic and ready for the next user 4 Understand how to keep waste to a minimum in a business environment 4.1 Explain why waste should be kept to a minimum in a business environment

3.2 For example following manufacturer’s instructions to ensure that the equipment is used safely and correctly 3.3 For example so that the equipment is in full working order for the next person to use it safely 4.1 Why waste should be kept to a minimum in a business environment may include financial reasons (eg reducing costs/spending) and environmental reasons (eg avoiding unnecessary costs to the environment, landfill material etc) 4.2 For example • • Resources such as paper, toners and inks Energy through heating, lighting and powering equipment

4.2 Identify the main causes of waste that may occur in a...
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