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.
Feature How / 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