Unit two: Principles of providing administrative services

Assessment

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
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When you’ve finished, print out a copy to keep for reference
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Please note that this Assessment document has 9 pages and is made up of 9 Sections.

Name: Kirsty Kent

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. Answer phone

Accessing messages left by others. Pick’s up any unanswered calls, can be used while office is closed, on a shutdown. E.g. Christmas time
2. Do not disturb

Blocks all calls normally diverting to another member of staff or answering machine. If going in a meeting or having a meeting in office and you do not want any interruptions.

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).

Telephone calls.
Need to be answered after so many rings or gets diverted to answering machine / back up person.
Greeting e.g., Good morning / afternoon, who is speaking, company name / department.
Picking up calls if someone is unavailable.
Permission is needed if you require to make personal calls.

The purpose of giving a positive image of yourself & company is created by answering & ending the call politely, speaking clearly & using the correct tone. To be helpful & if you can not answer a question be polite & ask if you can call back once you have all the correct information.
Always have a pen & paper handy as most phone calls require notes being made.

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 – Check packages / letters get to correct person.
Private & confidential mail is not opened & passed directly to addressee.
Sort mail to correct departments hand out or put into correct trays.

Outgoing mail – Collect all mail from departments
Sort into postage requirement e.g. First class, second class, special delivery.
Price up / frank mail take to post office / post box.

2. Complete the table below with the following information:

At least two examples of internal mail services that are available to organisations
At least two examples of external mail services that are available to organisations

Internal mail services
External mail services
1.Emails between employees

1.Royal mail

2.Memos – placed on notice boards

2.Courier ( same day / motorbike)

3. Describe two methods that you can use to calculate postage charges for mail and / or packages.

Franking machines, they are set up to automatically stamp mail with date & amount, some companies also have there company logo printed on label / letter.

Comparing rates of couriers, you can do this via the internet / telephone. As long as you have all details e.g., size, weight destination.

Section 3 – Understand how to use different types of office equipment

1. Describe the main types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment.

Computers – Company software, word processing, spreadsheets

Printers – print orders / invoices / company reports.