Business & Administration Level 2

Topics: Telephone call, Telephone, Form of the Good Pages: 11 (3612 words) Published: April 25, 2013
Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
The first thing you need to do is save a copy of this document, either onto your computer or a disk Then work through your Assessment, remembering to save your work regularly When you’ve finished, print out a copy to keep for reference Then, go to and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 9 pages and is made up of 9 Sections.


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 |
1. Conference call | The conference call feature would be used when a face to face meeting cannot be arranged or is not necessary. A conference call allows a number of people to communicate and listen to each other on the same line. It’s like being in the same room with a load of colleagues, but instead you are in your own office, but still able to speak and listen to a number of people all on one call at once. | 2. Divert a call | Normally it is quite an easy process to divert a call. You can either send the call back to the switchboard and they can transfer the call accordingly or you can press a selection of numbers on your telephone and re-direct the call to another member in your organisation yourself. You would normally do this when you have spoken to a person and realise that they also need to speak to another colleague i.e. Maybe give confidential information like bank details, or just need to talk to another department. |

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).

When I worked in a certain estate agents they had procedures that we all had to follow when answering the telephone. We had to answer the call within three rings, greet the clients with a friendly Good morning Blah Blah estate agents, Julie speaking, how can I help you? By answering the call within three rings it shows the clients that we value their call and shows good manners by not having them waiting for us to answer, a friendly good morning, is courteous and shows a respect for them for calling us, by stating our company name it shows them who they have come through to and by stating our name they know straight away who they are dealing with. Lastly by asking them how can we help you? They can move straight in and tell us what it is we can help them with, so not wasting any valuable time and we then know what the call is regarding and put them through to the appropriate member of staff.

The purpose of giving a positive image of yourself and your organisation on the telephone is to ensure the good reputation of your company is upheld. Sometimes this telephone call might be the person first contact with your company so, as they say first impressions count. Always be as helpful and as courteous as possible remember your please and thank you, as manners go far, this will ensure the client will return to your business time and time again so by being positive and well-mannered on the telephone you will enable your company to gain business and a good reputation. The way you answer the telephone can have a positive or negative affect. Remember “every action has a reaction” so make sure yours is a positive one. Make sure you end your call properly and that you have relayed and retained...
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