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