Principles of Providing Administrative Services Answers

Unit two Principles of providing administrative helpingsSection 1 Understand how to kick in and receive telephone hollos1. Complete the carry over below with descriptions of at least two different features of a telephone system and how / when they would be practice sessiond. Feature How / when utilize1. Answer phone This is usually accessed by pres undisputable level the telephone number 1. It enables you to access messages left to you by early(a)s2. Conference calls This makes it possible to speak to more than one person simultaneously. 3. Do not disturb This blocks calls to an extension or particular telephone line until the block is removed. Blocks atomic number 18 usually activated and deactivated by pressing a number of blushers on the phones keypad. 4. Transfer This enables you to transfer a society to another extension. 2. Prep atomic number 18 a brief report advising pot on* How to take note organisational results when reservation and receiving telephone ca lls* The target of giving a confident(p) image of yourself and your organisation when making and receiving telephone calls. If possible, use specific selective information from procedures in your ingest organisation (or one that you ar familiar with).Making callIdentify the economic consumption of the call .Confirm the have-to doe with and number of the person to be contactedMake contact with the personCommunicate information to chance upon the purpose of the callProject a validatory image of myself and my keep clubReceiving callsAnswer the phone according to my organisations proceduresProject a positive image of myself and my comp whateverIdentify the caller, where they are calling from and what they use upProvide accurate and up-to-date information whilst protecting confidentiality and securityTransfer calls where requestedTake messages according to the callers submitsIt is distinguished to give a positive image of myself and my organization when making and receiving telephone calls . If I pres can in a negative manner then the guests would not like to talk with me and wouldnt drive nothing to do with my organization. It outhouse affect comp all short letter.Section 2 Understand how to handle situation1. formulate the purpose of in upright dedicate receiving, silicon chiping and sorting mail and packages (both influent and outgoing). Professional handling of mails is really most-valuable for an organisation. indecorous handling of mails could result in broken guests, lost money and inefficient transmission line.This spate be referable to loss of vital documents, delays in mails, deli real to wrong person, inefficient service delivery, holdment being lost etc. It is important to follow the correct procedures for receiving, checking and sorting incoming and outgoing mail or packages. If a mistake is made then someone may be waiting on the arrival of an important document and it may go to the wrong person, or even go missing c ompletely. muckle who are responsible for mail continuously should en accredited that mail and packages are directed to the appropriate person.They should make sure that mails are delivered to correct person as soon as possible. This is very important in business environment.2. Complete the table below with the following informationAt least two exemplifications of internal mail services that are on hand(predicate) to organisationsAt least two examples of external mail services that are available to organisations national mail services External mail services 1. Envelopes Internal mail is often sent in unsealed, A4-size envelopes . If the mail is confidential, the envelope ordain be sealed and marked with a confidential label.1. majestic Mail is the best write outn external mail service2. Intranet- it can be used to rally internal mail electronically2. DHL -is a leading courier in the UK and around the world3. disembowel two methods that you can use to calculate postage ch arges for mail and / or packages. Before sending a postages we need to categoryify them according to the importance and urgency. For important and urgent postage we can use runner off class postage and for the less urgent post we can use a second class postage. We can use service providers information to make out charges.If we need to send an item and take in charge it go forth be delivered the next work daylight or the same day or if a mail needs to be sent on memorialiseed delivery we have to sprightliness for postal charges and the time within which the mail will be delivered. The vogues how we calculate postage can be different. For Royal Mail we can find prices online. We have to choose if our postage is a letter, adult letter or packet. We should know how much weigh our postage has and enter this information (some personas should have a apparel of postage scales for weighing letters and packages and a cardboard size guide).Next we need to choose which delivery op tions we expect (for example next day delivery). Except the Royal Mail we can find a disperse of couriers which we can use, for example DPD, DHL, TNT UK Express Service.Section 3 Understand how to use different types of office equipment1. tie the briny types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment. Nowadays offices use a large and varied bar of equipment to complete everyday tasks efficiently and effectively. The main ones found in most offices are computers, printers, photocopiers, faxes, telephones.Some offices and other business may use additional specializer equipment, depending upon the nature of the business and the needs of the rung. Examples include Dictaphone equipment for recording the text of letters and reports, scanners, video recording and founding equipment, specialist printing and binding equipment, special telephone headsets for telemarketing provide. Computers- are used for a large amount of based tasks for example produce reports, allow access to the Internet (internal and external communication withalls-email), business relationship and publishing etc. Printers are used to produce copies of documents.Fax machines are used to send message (it could be text, graphics or images) using a telephone line. Scanners are used to scan documents onto the computer.2. Explain the purpose of following manufacturers instructions when using equipment. Manufactures instruction are for a reason. If pile follow the basic instructions then and the equipment will last longer. It is important that people know how to use this equipment in order to remain safe and healthy and keep risk to a stripped. If instruction are followed people may sure that they do not do anything that may harm themselves or others.If equipment is used correctly is more efficiently. If equipment is used incorrectly then the job it is designed for may not get done, or it may be done badly or it may take far longer to complete. People need to follow instruction for better maintenance. It could help using equipment for maximum period of time. If the equipment has a segmentation within a guarantee / warranty period it will be far more rugged to have it replaced or repaired if it has not been used according to manufacturers instructions.3. Explain the purpose of keeping equipment clean, hygienic and have for the next user.When using equipment in the workplace it is important to keep it clean and well pleaded. It is very important especially when equipment is shared with other people. It helps to keep better hygiene for employees clean equipment minimises the spread of infections and germs. Regularly cleaning equipment can mean that it will last we longer and save our money as well as producing a grittyer quality result. Cleaning equipment after use can lead to less problems and increase efficiency. It is also courteous to clean something after we have used it to make i t ready for the next user.If people are sharing workspace with others it is unsloped practice to leave the area clean and organized. If one person is always cleaning up after everyone else, this person can mystify demotivated and annoyed. We can do this by working in an organised tidy manner, storing equipment safely and cleaning it with the appropriate crossroads. We can minimise the number of germs on your keyboard by not eating or drinking at your desk. Food and drink should be kept well away from any equipment in case anything gets knocked over and causes damage.Section 4 Understand how to keep riskyland to a stripped-down in a business environment .1. Explain why tout should be kept to a minimum in a business environment. It is very important to keep waste to a minimum in the work place. The more we waste, the more money it is going to cost the company. Companies have procedures like recycling which helps to keep our workplace tidy whilst saving money. keeping waste t o a minimum in the business environment decreases the amount of waste a business contributes to the environment. Reducing waste is key to minimizing businesss environmental impact by reducing air and water pollution and limiting the amount of clobber that ends up in landfills.Reducing waste can also serve to save a business money. Keeping waste to minimum its cost-effective, saves money, and saves the environment. It is very important because too much waste can have consequences for the long-run viability of the business.2. Identify at least two main causes of waste in a business environment. elope is unfortunate consequence of business everywhere. In a business environment very common waste is a musical theme waste. This is because printers at work generate a lot of waste paper. People can print gratuitous things and do too many copies.A lot of things which people print contain very little information, so we can try to write them down on a scrap paper instead of printing them. dash off of energy when leaving the office some people leave lights on, they do not switch of computers, etc. Waste of electricity is a huge in business environment. Waste power it means also increased carbon emission into the atmosphere which is not very veracious for our environment.3. How can you keep waste to a minimum in a business environment? drag at least two ways of doing this. People can keep waste to a minimum in a business environment by doing even small things.We could stop printing unnecessary thing, make notes using printed paper, use the copier for necessary numbers of copies. This can help to reduce amount of paper necessary for business and save trees. By turning off the lights when leaving we save energy, company saves money and we help to reduce carbon footprint. Company can ask employees to clear their desk periodically to anticipate for excess pens, sticky labels and other supplies. This allows the company to save money as it does not need to order large r than necessary amount of new office supplies.Section 5 Know how to make arrangements for shocks1. Complete the table below listing at least two different types of clashings and describing the main features of each type of meeting.Type of meetingMain featuresBoard meetingManagement meetings of the board of an organisation attended by directors. The meeting is convened to report results, set policies, scan for needed changes, etc.ConferencesUsually for large audience to share information, work through strategies and tactics.Shareholder MeetingsAnnual general meeting which is convened to making decisions.In this type of meeting annual reports are distributed to shareholders. They make decision round the future of the company. 2. When arranging a meetingWhat sources and types of information are typically needed?How should meetings be arranged?Types of information typically needed when arranging a meeting consist ofWho needs to attend (the attendance list),When it should occur (th e date of the meeting, the start and finish propagation of the meeting),The main resources required.It can also consist ofThe venue of the meetingThe agenda of the meeting.The meeting should be arranged by doing checks on resources needed, venue, whether refreshments are needed, arrange and circulate agenda, invite attendees and information on special needs. Arranging a meeting is all about preparation and ensuring that everything is ready before the meeting starts.Section 6 Understand procedures for organising hold up and adjustment arrangements1. Explain the purpose of confirming instructions and requirements for business travel and appointment. The purpose of confirming instructions and requirements for business travel and accommodation is not to make an error.It is better to ask twice and make sure that everything is prepared according to the instructions. The mistake could cost a lot of money and be waste of time. level small misunderstanding can lead to significant probl ems for example it could be two cities with the same name but in different parts of a country. Asking about the city which we are evoke in helps to avoid misunderstandings.2. Complete the table below with an outline of the main types of business travel and accommodation arrangements that may need to be made and the procedures that should be followed when doing this.Travel and accommodation arrangements Procedures Booking plane ticket We need to check if a travelling person has required documents , for example passport for international flights. We need to check if destination place has good access to the airport or if there are any disruptions i. e. level-headed snowfall, staff strike etc . which can affect the flight. Accommodation booking We need to know if it is one day or overnight business meeting. If there is overnight we need to know how many nights people need to stay. in that respect are different types of overnight accommodation available from bed and breakfasts to hot els.We need to know if for example an evening meal may be required. Booking fulminate ticket When booking a train ticket we need to make sure that there is a rail service in a place where we desire to go. We should check the arrivals and departure times to optimise our travel and save time. 3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. Purpose of keeping records of travel/ accommodation arrangements is important as it helps company to have important information about travel process, in this way the business can build up a knowledge bank and some expertise in its travel arrangements.By keeping financial records company can account all the money which being go along on travel and accommodation. * If company keeps good record is clear to retrieve information even in case when people arranging the travel are unavailable. Keeping good record helps company to look for ways of improving travel and accommodation bookings.Sect ion 7 Understand diary management procedures1. Briefly condone the purpose of using a diary system to plan activities at work. Give at least two reasons. Diary system is very important for planning and time organisation. Diary system helps to record employee activity and the resources that employees need.It helps planning activities that people can get involved with. Using the diary system employees know where they should be or what they should be doing at particular time. Diary system can keep a record of scheduled business activities such as meetings and appointments. Without diary system is very easy to go away about the important meeting. Diary system can keep records of the use of shared resources things such as rooms, equipment and vehicles. Without diary system rooms could be double-booked.2. Identify the information needed to maintain a diary system in the workplace.The information needed to maintain a diary system in a workplace is determined by the nature of what is b eing recorded. In general, when thinking of the information needed to maintain a diary system, consider the 5 Ws who, what, where, when and why.Section 8 Understand the purpose of delivering effective client service and how to do so1. What are the differences between internal and external customers in a business environment? Internal customers are individuals and teams within the business who receive the output of companys work, it could be other departments of company using services.External customers are people or businesses that are not within the same company that pay for services or products. They are individuals outside the business you work in who receive the product or service that the business produces .2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer. When we are able to accurately identify customers expectations, our customer service reputation will automatically be enhanced. When we meet customer s expectation customer will be satisfied. By meeting customers expectation we are not doing more than customers expected.When we exceed customers expectation customers will be delighted (of course we have to exceed an customers expectations in a positive way). It means that business benefits higher up are even more likely to be achieved. Good customers service by meeting and/or exceeding customer expectation can give company a lot of benefits. One of the benefits is a chance that a new customer can transform to loyal client and also can recommend our business to others. Good customer service could build a sense of trust. When we ensure good customer service it could increase sales, company growth and provides good publicity.3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved. Positive relationship with customers are very important for a company. Positive customer relations makes customers feel important and con nected to the company. With a positive relationship both parties have mutually beneficial outcomes. The key factors which contribute to positive relationships are respect, trust, communication, focus, clarity. There are a few ways how to achieve positive relationship with customers. We can make it easy for customers to contact us.It is also very important to resolve customer complaints quickly and completely. We should remember to always be very helpful. Positive relationship with customers we can achieved by giving the customers more than they expect and carefully hark to them. By giving more we can positively surprised our customers. Careful listening should help us to understand customers expectations better. It is also very important to not make promises unless we keep them.4. How do customers demonstrate their own needs and expectations? The best way how customers can demonstrate their own needs and expectation is via feedback.Customer feedback is an information about customer perception. The Information comes directly from customer about the satisfaction or dissatisfaction they feel with a product or a service. It bases what customers think about business and if business thinks about them. There are a lot of types of customer feedback. It can be formal or informal, , focus groups, feedback forms and customer surveys, customer question and customer complaints. Analysing a customer feedback helps identified what needs to be improved and also helps to identify customer expectation.Section 9 Understand the purpose of reception services and how to follow reception procedures1. What is the purpose of the receptionist subroutine as the first point of contact in a business environment? In many companies a receptionist is often the first point of contact in a business. A receptionist is responsible for any incoming customers or callers with the company. It is often the receptionists role to ensure that all of these callers and customers are taken care of and that a good business image is given to the public. Receptionists are given the responsibility of meeting and spoting customers, clients or other visitors.If a customer is treated in a rude way by the receptionist, it is likely that they will have a negative image about whole company and may not return. Receptionists greet people both in person and on the telephone. Every company should have happy staff to answer the telephones in a professional and welcoming manner. This means the person assigned in the receptionist role is the individual that gives the first impression of the business to those that make contact, and first impressions are essential.2. Describe how a receptionist can present a positive image of themselves and the organisation and justify why this is important.In most companies, the receptionist is responsible for the first impressions people have of a company. The receptionist should always project a professional image and make a great first impression on everyon e. They should give a positive image of themselves and their organisation in order to attract and retain customers and to ensure customer satisfaction. If the receptionist is warm and friendly, people perceive that company is stretch out and easy to work with. If receptionist is cold and unprofessional, people can think that the company is unprofessional and unpleasant to work with.Receptionists professionalism represents companys brand. To properly reflect this brand receptionists must represent companies through their appearance, behaviour, attitude, business manners and communication skills.3. In relation to your own organisation (or one that you are familiar with), explain what must be done when carrying out entry, departure, security and confidentiality procedures in a reception area. The company which I work for with does not have a receptionist. A reception area is very small and is used rather like an entry point and waiting area for guests. every(prenominal) guests have to use intercom in order to get enter to the building and only authorized staff can let them in. All staff is trained to not let in people from outside the company and the rules about guests are very clear. Because the company is away from the city centre and because of the specific industry, there is a small number of people who visit the company therefore there is no receptionist. Company does not require from guests to endanger identification cards when inside the company but there is a requirement that someone from the staff has to be with them during their visit.Sound spreads and threatens confidentiality in reception and waiting areas. To ensure confidentiality we are forbidden to talk about any confidential information near reception area or to bring any confidential documents to this area. This procedure is in place to ensure that no patient or hospital information (which are confidential) is revealed to any outsiders visiting my company. Once you have completed all 9 Section s of this Assessment, go to www. vision2learn. com and send your work to your give instruction for marking.Explain the purpose of confirming instructions and requirements for business travel and accommodationIts the teachers joints.Teacher quality is all over the place. Its too easy to become a teacher. One doesnt really need to stay up on accredited procedures or materials. Just a few weeks ago my 5th grader had a substitute teacher who verbalize out loud I havent been trained on any of this common core math overindulge and went on to describe a science project in terms of an old school flavor and ice based ice cream maker that none of the kids had ever seen or likely will ever see.My sons former nanny became an elementary school teacher with a 4 year layer unrelated to education and six weeks of taking tests. Shes a very nice girl, but shes not a very good teacher.So of course when our education system costs so much and produces lousy end results, the government and leaders hip in the education system want to test the kids to identify those iffy teachers and ones that arent trained properly. We could do it on the front end and only qualify good teachers with good training. But the teachers union resists those efforts. As it stands right now in my home state, neither the schools or the teachers are responsible for the outcomes of the regulate testing. But the children are. Ive gotten my sons tests. He got good scores, but the scores he received in subcategories arent consistent with his high and low skill areas. So the test is very inaccurate.Beta testing curriculum and tests on kids where the grownups involved sidestep the responsibility. Letting people teach with poor skills and abilities. Unions protecting the poor performers and the processes allowing them entry. Governments pushing bogus testing that doesnt show accurate results.What youll see around this comment will be a litany of teachers saying they should just be allowed to teach inside a ma gic box where what they do is not visible. Just trust them. And a suggestion that they be paid more so that experts in their respective fields will become teachers. Probably bad teachers.