Principles of Providing Admin Services
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 calls
This makes it possible to speak to more than one person simultaneously.
2.
Transfer
Enables one to transfer a caller to another extension.
2. Prepare a brief report advising people on:
• How to follow organisational procedures when making and receiving telephone calls
When making phone calls the caller should make sure he or she has all the questions they want to ask, its good practice to have a pen and paper handy to take messages and be ready to listen to the conversation attentively.
When receiving a call answer after a certain number of rings, say the name of the company and branch if the organisation has multiple locations, listen carefully to the reason why the caller rang, and it’s important to smile when talking on the phone as it.
• 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).
A positive image is vital for any business so opening and closing phone conversations is paramount and knowing how to deal with each caller efficiently. Using the right tone and language as well helps to portray a positive image for the business and for the individual and also shows how professional someone is.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Incoming mail
• Open mail not private unless cleared to do so
• Remove contents
• Date stamp mail when received
• Check and attach enclosures
• Sort mail according to department
• Mail is delivered or collected by different departments by designated staff and then put in the recipient’s in tray
Feature How / when used
1.
Conference calls
This makes it possible to speak to more than one person simultaneously.
2.
Transfer
Enables one to transfer a caller to another extension.
2. Prepare a brief report advising people on:
• How to follow organisational procedures when making and receiving telephone calls
When making phone calls the caller should make sure he or she has all the questions they want to ask, its good practice to have a pen and paper handy to take messages and be ready to listen to the conversation attentively.
When receiving a call answer after a certain number of rings, say the name of the company and branch if the organisation has multiple locations, listen carefully to the reason why the caller rang, and it’s important to smile when talking on the phone as it.
• 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).
A positive image is vital for any business so opening and closing phone conversations is paramount and knowing how to deal with each caller efficiently. Using the right tone and language as well helps to portray a positive image for the business and for the individual and also shows how professional someone is.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Incoming mail
• Open mail not private unless cleared to do so
• Remove contents
• Date stamp mail when received
• Check and attach enclosures
• Sort mail according to department
• Mail is delivered or collected by different departments by designated staff and then put in the recipient’s in tray