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. Anchorperson It enables caller to leave voice messages. Also I can play back the left messages at any time until it’s deleted. It usually used when the business has a lot of calls and there is no available person to answer the calls.
It often used at out of office hours as well. 2. Conference calls With this feature, more than one people can talk to each other at the same time on he same line. It often used at business conferences when the parties are at different locations but the conference is urgent. 2. Prepare a brief report advising people on: How to follow organizational procedures when making and receiving telephone calls The purpose of giving a positive image of yourself and your organization when making and receiving telephone calls.
If possible, use specific information from procedures in your own organization (or one that you are familiar with). Receiving calls Answer the phone by the second ring. Answer the phone with “Good morning (or afternoon), Company Name, Edward Douglas speaking, now may I Nell you today Messages are Important. Keep teem neat, get the caller’s name, association, number (including area code) and, perhaps, file numbers and reasons for calling. Don’t keep callers on hold for extended periods.
Get back to them and ask if they still want to hold, or would like to leave a message instead. Avoid telling callers they “must” do something or “have to call other department. ” The task of the person answering their initial call is to find out what help the person seeks, and direct them to the right place. The challenge is to do this accurately and quickly?accurately so the caller does not have to be redirected again?quickly, so the caller does not give you their whole story, only to find out you cannot help them.
It is also important to present a positive image at all time, as the person who receives calls represents the company to the caller. Always say “please” and “thank you” and talk in a right tone. Making Calls Planning the call if needed Identify the purpose of the call Confirm the name and number of the person to be contacted Make contact with the person Communicate information to achieve the purpose of the call Project a positive mage of yourself and your organization Section 2 – Understand how to handle mail 1 .
Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). Ensuring mail is sent to the correct recipient is important to both sender and receiver as important and sensitive information may be included. For example: Incoming: legal papers invoices from suppliers, requests for information Outgoing: payments invoices for customers important documents So to ensure that the majority of the mail gets to the correct person always worth to use a systematic approach to ma I For example:
Receiving: open mail, remove contents, date-stamp mail Checking: attach enclosed items Sorting: sort mail according to departments, urgency, and type of delivery Collect: collect from each department or deliver to mail room -Sort- into type of delivery, or categories Price up calculate postage costs, take mail to appropriate post box/office It is vital the document/information is sent/delivered within an agreed timescale as the receiver may require the content by a deadline. For example ‘payment terms of 30 days’ sending payment after this timescale may invoke legal action or a charge for late payment. 2.
Complete the table below with the following information: At least two examples of internal mail services that are available to organizations At least two examples of external mail services that are available to organizations Internal mail services External mail services 1. Intranet / a local or restricted communications network, especially a private network created using World Wide Web software/ . Royal Mail 2. Internal 3. DHAL Delivery star 3. Describe two methods that you can use to calculate postage charges for mail and / or packages. 1. Royal Mail price finder on the web. [need to give size, weight and destination for a price offer. . Other comparison websites lit will find the cheapest provider/ 3. Alternatively take the package to the nearest post office. 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 With the right software it can provide a wide range of functions. For example: Creating Database and Spreadsheet Word processing Making Presentations sensing Ana receiving emails Accounting Printers Used to produce paper copies of emails, files, documents on the computer
The 2 major types are Inkiest [small printer, usually for individual computers/ or- Laser [bigger than inkiest, fast and good quality print, network enabled, / Both printers have a lot of features such as: Color or black and white print Adjustable size of paper tray Volume of printing Photocopiers Used to make copies of paper documents. Quicker and cheaper than a printer Some of the features are: Speed Image rotation Volume of copying Color or black and white One sided or back-to-back copying Scanners Used to convert images and documents into electronic files that can be used on computers.
For example email document. Fax Used to send text graphics and images via telephone line. Also there are a range of all in one devices on the market that serves several functions including Printing, Faxing, Copying, and Scanning. 2. Explain the purpose of following manufacturer’s instructions when using equipment. It is important to follow the manufacturer’s instructions, because it gives information about the safe and healthy use of the equipment. It also gives maintenance instructions and it usually contains the manufacturers ‘ guarantee.
Explain ten purpose AT Keeping equipment clean, neglect Ana ready Tort ten next user. It is important to keep the equipment clean, because it can have a big impact on the equipment ‘s performance. Also keeping equipment clean and hygienic prevents the spread of infections and creates better attitude of employees as everyone is responsible for cleaning up after themselves so no one has to clean up after other people so no one gets denominated. Section 4 – Understand how to keep waste to a minimum in a business environment 1 .
Explain why waste should be kept to a minimum in a business environment. Waste should be kept to a minimum in a business environment, because it can have many effects too business such as: Delays by wasting time and material Increase costs to the business / storage costs, waste disposal costs/ Also keeping waste to a minimum can decreases the amount of waste that ends up in landfills and it can help reduce air and water pollution. TTY at least two mall causes AT waste In a Dustless environment. People: Waste of paper and other admit products.
The main waste is minor errors, if you don’t check your work, you will find you will make loads of errors, and therefore will waste a lot of paper. Materials and equipment: Faults in raw materials/components or equipment can cause more waste as it can exult in costly sub-standard products 3. How can you keep waste too minimum in a business environment? Describe at least two ways of doing this. Keep the faxes, printers, and copiers in good working order so that they produce good copies. Order good quality paper that is the recommended weight for the office machines.
Organize supplies and remove out of date ones. Prevent wasting energy by turning off the lights if you are the last one leaving. Section 5 – Know how to make arrangements for meetings 1 . Complete the table below listing at least two different types of meetings and ascribing the main features of each type of meeting. Type of meeting Main features Team meeting meeting among colleagues working on various aspects of a team project – information changing idea generating Management meeting a meeting among managers problem solving decision making 2.
When arranging a meeting: What sources and types of information are typically needed? The date, start and end time of meeting the attendance list the desired outcome of the meeting meeting resources such as: pens, note pads, charts, sound system, computer presentation software How should meetings be arranged? Meetings should be arranged properly as it helps preventing wasted time and sources, frustration or conflict. Section 6 – Understand procedures for organizing travel and accommodation arrangements 1 .
Explain the purpose of confirming instructions and requirements for business travel and accommodation. Conforming arrangements prevents ten Dustless Trot wasting tale Ana money. 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 Business travel Define person traveling: name, Job title and department.
Arrange a preparation with meeting (planning details for destination of the trip is local or international International travel and accommodation Define a method of transportation analyzing strengths and weaknesses of a travel plan including type of accommodation arrangements ‘internet facilities, food and drink services*. Fill bookings forms, and measure price plans, methods of payment – Step 1: The Pre-Trip Discussion Questions should be asked: Flight: When does he/she prefer to fly? Mornings? Early Afternoon? The red-eye? -When does e/she prefer to arrive at a destination? Is he/she a member of any frequent flyer programs, special military groups, age groups, etc. That could alter the prices or arrangements of the flight? -Do they have an overall preference for any particular airline? -Do they only want direct flights or do they mind layovers? Are there any airports they prefer to have a layover in (or ones they would rather avoid? ) -Do they have a preference as to modes of transportation? Meaning, would they rather travel in a commercial plane or a private plane? Also, once at their destination, do they prefer to ride in cabs, town cars, limos or rent their win car? Where do they like to sit on planes? Aisle, middle or window? First-class, business-class or economy? -Do they have any requests for food preferences or allergies? Airlines today cater their meals to Kosher, Vegetarian, Vegan, Non-Dairy, etc. -How much are they willing to pay/ how many frequent flyer miles are they willing to use to cater to all these preferences? Hotel: Is he/she a member of any frequent guest programs, special military groups, age groups, etc. That could alter the prices or arrangements of the booking? -Do they have an overall preference for any particular hotel?
Do they request any specific enamellers at ten toll? N For example, 00 teeny need wheelers access? A gym or pool? A restaurant or Continental breakfast? -Do they have a preference as to modes of transportation? Once at their destination, do they prefer to ride in cabs, town cars, limos or rent their own car? -Where do they like to stay within a hotel? Smoking or non-smoking room? On the first floor or the penthouse? -How much are they willing to pay/ how many hotel program points are they willing to use to cater to all these preferences? – Step 2: Booking the Flight Analyses what I know about the dates.
Take into account the departure and arrival locations Search for flights Book the flight, call the airline – Step 3: Arranging the Hotel and Transportation Take into account the purpose of the trip Arrange transportation—cab/taxi, renting a car -The Final Step: Go Over the Details with the person who traveling Be sure every detail is printed off easily for your boss to read and take with him on the trip. Include: -Airline: Carrier, terminal, gate, seat number, etc. -Transportation: Any useful numbers, names, companies, etc. Let my boss know he can call me anytime during his travels to help with whatever details he needs.
Just because he isn’t in the office, you still the support system, and should consider myself the ultimate personal travel agent. 3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. The business is well organized, when keeping travel or accommodation arrangements records with number of various bookings saved and available for information retrieval. When types of travel and accommodation bookings are recorded for staff members including expenditure for tickets, mileage, rooms, food etc, discount rates and refunds, you receive, supply and analyses people feedbacks about the service.
