Candidate Name: Haney Noor Haree
Unit Code: R/601/7639
Unit Title: Principles of Providing Administrative Services
___________________________________________________________________________ Understand how to make and receive calls
When working in a business environment, anyone who deals with administration is most likely going to have to use office equipment, systems and procedures. These will range from telephones to photocopiers, computers to coffee making facilities for guests. Knowing how to operate these and understand what they are for is an essential skill in the business administration department. Presenting the right image therefore is important and understanding how to make and receive telephone calls appropriately is a part of this image as you will have to speak to colleagues, managers, customers and other people each day. Telephone systems - have many different features other than the handset and dials/buttons which are used to handle calls professionally. Call holding - features are those which are used to place a caller on hold whilst you complete another task. This could be to locate paperwork, look up the caller’s details and information before speaking to them or contact another colleague whom the caller wishes to speak to Call waiting - features let you know when there is a caller on the line who wishes to speak to you when you are already using the telephone. These are usually lights which flash or tones which beep to let you know there is a caller waiting Re-directing calls - are available on telephone systems where you may be required to forward a call to another colleague. Usually they are features on the telephone which state ‘redirect’ or ‘transfer’ Answer phone features record messages from callers when you or other colleagues are unavailable Teleconferencing features enable others (more than two people) to hold a ‘conference’ style conversation over the telephone. These are now often enhanced with video imaging equipment via a computer TEXT MESSAGE - features enable you to send and receive text style messages (as on a mobile phone). ON HOLD 0 - This allows you to put the caller on hold while you locate the person who the call is for or perhaps you need to ask a colleague for help/advice without the calling hearing what you are saying. CALL FORWARDING - This function allows you redirect a call to another telephone. This can also be used if you will be away from your desk and wish to divert your extension to a colleague. CALL BACK - When you are calling a number that is engaged this function will let you know when the line is free, this will save you time by attempting to call back manually. INTERRUPT - When your phone is in use it will ‘bleep’ as a signal that another caller is trying to get through. LAST NUMBER REDIAL - This function is normally one button that you press to redial the last used number. DO NOT DISTURB - This allows you to stop calls coming through to your phone while you are unavailable, for example when a meeting is taking place. HUNT GROUP - This is when an office has a group of telephones all linked to one telephone number; so that calls can be passed around the team until someone answers it. Your organisation will have procedures that need to be followed when using the telephone. Some larger organisations will have written guidelines that they expect to be followed, whereas smaller companies may ask you to observe a more experienced member of staff to learn how to receiving/making calls. It is important to remember that when using the telephone you are representing your workplace; your caller cannot see you so the way you communicate will give the caller an immediate impression, hopefully a good one. Rules to follow when answering calls: * Answer promptly and identify yourself to the caller following your organisations guidelines, “Good morning/good afternoon, name of company, your name if applies, how may I help you?” * Even if you are busy...
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