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 www.vision2learn.com 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.
How / when used
1. Answer phone/Voicemail
The answer phone allows the caller to leave a message when their call is not being answered or the office is closed. After a set number of rings the caller will hear instructions on leaving a message usually after a tone. The message can be listened to by the recipient to action. The voicemail facility on a mobile is similar; the caller can leave a message whilst the recipient is receiving another call. 2. Call transfer
Calls can be transferred from extension to another internally.
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 making a telephone call:
Prepare to make the call, have all the information needed at hand such as who you are calling, their number and why you are calling. Speak at the right tone, moderate speed and clearly, smile throughout as the caller can pick up any signs of stress or frustration. Greet with a ‘Good morning’ or ‘Good afternoon’, whatever is appropriate. Introduce yourself.
Confirm that you are speaking to the person you intended to call. If they are not request to speak to that person and then confirm that you are speaking to the right person, introduce yourself again. State your reason for calling be clear and concise.
Ensure the person you are calling understands what you have said, by repeating it and asking the person to confirm the details, so that you may both review the call. Finish the call by thanking the person for their time, possibly set up an appointment for another call if appropriate and say ‘Goodbye’.
When receiving a telephone call:
Always answer a call promptly my workplace suggests within 20 seconds. Answer the phone introducing the company, your name and ask how you can help. Smile throughout the conversation as the caller can pick up any signs of stress or frustration. Do not speak too fast or too slow and always clearly so that the caller can understand you. Keep your voice at a moderate level taking into account the caller and colleagues. If the call is for you, confirm who you are and deal with the call, confirming throughout that you understand what is being said and the action that you will be taking. If the call is for another colleague, advise the caller you are going to be transferring the call, there may be music playing whilst you are transferring the call, in my workplace we offer to take the caller’s number just in case the call is disconnected for any reason. If you are unable to put the call through to the person, ask to take a message, ensuring you have the caller’s name and number for the returned call, ask the caller to spell out any difficult words and read back the details of the message to ensure it is recorded properly. In my workplace we also offer the caller the opportunity to...
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