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 Computer telephony integration This links telephone and computer systems together so that when the telephone rings, a dialog box appears on the computer screen with options for answering. 2. Do not disturb. This blocks calls to an extension or particular telephone line until the Block is removed.
Blocks are usually activated and deactivated by pressing a number of keys n the phone’s keypad. 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).
Procedure for using the telephone: All calls are to be answered with a polite and friendly manner, during calls please remaining professional at all times. Calls should be answer the telephone within 3 inns. When using the telephone speak clearly and at a good pace, please do not speak too fast, nor speak too quietly. Please do not be rude, surly or sarcastic during any calls as callers will hear this In your voice. Greet the callers with a standard greeting, “Hello company name your name speaking, and how can I assist you today? When a colleague is unable to answer there extension if you are able to please answer with the greeting “Hello company name, colleagues name extension your who called and what has been said. If you are unable to assist the caller, or the caller loud prefer to talk to your colleague give them a realistic time frame for a re-call or if they would be prefer to call back. While taking incoming calls if you cannot answer a question please do not keep callers waiting, polity explain to them you need to confirm some information, do not take more time than is needed for this, you can redirect the call to the colleague if you need to.
When making out bound calls, please plan your call in advanced, have any information you may need to hand, or a pen and paper if you need to take any notes on the call, or have the right computer aerogramme open if you are using the phone and computer integrated system. Once your call has been answered introduce yourself “Hello it’s your name from company name may I speak to customers name please? ” explain the reason for your call. Its often good to summaries your calls, to summaries a call, run through the key points you have made with the person you’re speaking to.
Then check to see if anything has been left out. Keep your notes somewhere where they can be found easily. There can be specific scripts on certain calls. With all the information ready. Ask for permission before making personal calls. The reason to give a positive image of yourself and the organization when making and receiving telephone calls is even before the telephone is answered, the caller can develop an image of your organization.
If the employee who answers the phone does not give the caller their full attention or answers in a rude manner, the caller may be well on their way to writing your organization off as cold and uncaring the kind of organization they would never choose to do business with. By answering a phone call, you become responsible for the reputation of the business. You want to vive a positive and professional image of the organization is to gain new customers as well as keep our current ones, by showing them we are trust worthy and always able to help and answer and questions they might have.
By being positive and helpful customers will know we are always happy to take their calls and should feel happy to contact us any time without hesitation. Ways to stay positive and professional on the phone are, to have a positive frame of mind, always clearly identify yourself and your organization, and seek to identify the caller or the person you have called. Speak naturally at a sensible speed. Don’t try to change your accent. If you cut out slang and speak at a reasonable speed, people will understand what you’re saying.
All ways double check the facts before informing people on the information. Always seek clarification in a polite manner and be willing to repeat information for the recipient. Do not use slang words or technical Jargon unless it is necessary. Most of all thank the person you have called for their time. Section 2 – Understand how to handle mail 1 . Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). It’s imparting to be careful when receiving and sending mail, not making errors will make things run more smoothly.
Incoming mail received, checked and attach enclosures, shored and according to departments. Outgoing mail should be Collected from each department or deliver mail to the mail room at an agreed time to be sorted into first/second/special or recorded delivery or categories such as parcel delivery/couriers/insurance requirements, the mail costs calculated to be stamp or frank the items at the correct cost and then take mail to an appropriate post box/post office Fewer errors are made more a company can be rusted by its customers which will help the company built or maintain a good reputation.
Too many errors could give a company a bad reputation and cause lack of trust from customers such as requests for information about products and services, along with missing orders for products/services being misplaced could result in lost could result both long and short term loss of business and income. The company could suffer a financial loss if payments for products or services don’t reach their attended person. Another financial loss could accrue when suppliers are chasing up payments from misplaced invoices.
Wrongly allocated parts, materials and equipment delivered by post would cause Workers unable to complete work tasks, unsatisfied customers and wasted time. The company could suffer legal action from miscalculated legal documents, as well as vital information and opportunities lost. 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 E-mail between members of staff with in the organization.
Emails are fast and instantly sent. DHAL couriers service can be used to send out items to customers, they offer tracking services as well as fast delivery, international delivery. Items being sighed for. DHAL can also pick up from the work place. Faded, can be used to deliver mail and packages with in an organizing to different departments and offices. Fast and sighed for if required. Royal mail post and packages can be taken to the post office where you can choose if items need to be tracked and sighed for, next day delivery. You have the choice of first or second class. As well as the offer of international delivery. 3.
Describe two methods that you can use to calculate postage charges for mail and / or packages. You need to take a few things into consideration when working out postage cost such as, the time/date is it now and when does the mail need to be delivered? Where is the destination of the mail? What is the size, weight and shape of the mail? How specific is the delivery time? Does it need to be tractable throughout the delivery Journey? Does it need to be signed for when delivered and does it need to be insured? You could compare prices of different couriers such as Royal Mail, DHAL or Faded Or use web site such as http://www. Eerie-comparison. Co. UK/ would compare for many different couriers. Alternatively some providers offer discounts for large volumes of post. This way, a business may be able to negotiate a good deal with the provider. 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. Photocopiers: One-sided and back-to-back copying Speed ; Image density (ability to adjust exposure) ; Image rotation (ability to rotate images) Finishing (ability to collate paged documents/staple them/hole-punch them) ;
Copier memory (number of pages that the copier can retain in its memory ; Colors (black and white or colour) Reducing/enlarging (ability to reduce or enlarge images) Audio equipment- such as a Dedication or sound recording program ; : Record interviews ; Record phone calls Listened to later for transcription purposes Computers: Used create documents, word, excel, etc.. ; Internet, web browsing and email ; Mass storage of files and pictures Links to printer and scanner 2. Explain the purpose of following manufacturer’s instructions when using equipment.
It’s important to follow the manufactures intrusions for health and safety reasons, as the manufactures intrusions will inform you of the safety way to use the equipment. Following manufactures intrusions will ensure the efficiency of the equipment 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 longer to complete. The manufacturers’ instructions will describe the best way to use the equipment for minimum maintenance and maximum longevity. Also not following the manufactures intrusions could affect the warranty, which would cost more expense to the company. Explain the purpose of keeping equipment clean, hygienic and ready for the next respects their workplace, it becomes a nicer place for everyone. Poor hygiene can affect personal health can be affected. Also if things are not kept clean and ready for other people it can result in other employees adopting the same attitude and stop cleaning up, alongside the same people being left to clean up all the time which could result in them becoming less motivated this will affect productivity as time must be spent on solving problems such as messy areas and equipment that does not function correctly.
Some helpful guild lines are: ; Keep the workspace neat and tidy -do not spread papers/belongings over a wide area ;Be methodical and complete a task before moving onto the next one -do not have too many tasks on the go ; If you must leave work partially finished mark it as yours and put it somewhere that will cause least disruption to others ; Have a designated pace where completed work may be stored With copying Jobs do not leave the machine unattended -too often the printing is done but the staff member responsible gets distracted When a task is completed be sure to clear up and put everything in its proper lace Ensure all surfaces and floors where you have been working are clear Return unused resources back to where they are stored If you are taking the ‘last’ of anything inform the appropriate person If equipment has run out of essential materials (such as copier or fax paper) be sure to get it refilled Section 4 – Understand how to keep waste to a minimum in a business environment 1. Explain why waste should be kept too minimum in a business environment. Waste is kept to a minimum has being wasteful can cause the company money, either by using too much of something e. G. Paper or Unwanted materials left over from reduction of a product and by costing money to remove the waste, also some materials can cause damage to the environment.
Businesses that reduce waste have the opportunity to be more efficient and satisfy customers, which makes them more likely to have a long-term future. 2. Identify at least two main causes of waste in a business environment. Waste can be caused by poor training of equipment, for example if staff are not trained to used the printers and photo copiers correctly it can lead to wasting paper, poor planning and preparation, companies should learn what customers need to avoid over or under supplying. Companies should study the waste stream and the costs associated to develop a waste reduction proposal and gain the support of your management team. Failing to do this 3. How can you keep waste too minimum in a business environment? Describe at least two ways of doing this.
Staff should aim to minimize the waste they make. So the business can develop so that little or no waste occurs. The challenge is to be able to identify the causes of waste and then minimize them. There are four things to think about with waste management 1. Prevention 2. Correction 3. Identify waste and inform managers 4. Use techniques such as lean production Staff should know where to discard there waste, and recycle items such as paper and plastics. The 5 whys can be used to address a single problem that occurs in business by using a series of why questions. There will be times when posing the question once or twice gets to the heart of a problem.
However there will be times when repeatedly asking the question brings results. Section 5 – Know how to make arrangements for meetings 1 . Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting. Type of meeting Main features Conference A meeting of people for discussing formally matters of common concern. These are primarily concerned with planning, solving management problems or obtaining information. They are generally confined to the members or representatives of the same profession, organization or association. Team/Staff meeting Staff meetings enable you to keep employees informed on issues that affect their work.
Your managers or supervisors hold regular departmental meetings to update employees on progress or deal with any issues affecting their department. If there is major policy change or other issue that affects the whole company, you may prefer to hold a meeting of all employees to explain the change. Managers and supervisors also hold one-to-one meetings with employees to review their performance against individual training requirements or a disciplinary procedure. Emergency Meeting If a serious problem, such as a fire or major financial loss occurs, it’s essential to inform the whole company so that all employees understand the implications and the changes that will occur.
In the event of a serious fire, for example, employees may eave to work in temporary accommodation with limited access to telephones and other resources. A major disaster or loss may lead to redundancies or even closure. By communicating openly in the meeting, you can reduce feelings of uncertainty in the workforce and avoid the risk of rumors spreading. 2. When arranging a meeting: What sources and types of information are typically needed? ; How should meetings be arranged? Arranging meetings varies depending if it’s a planned or unplanned meeting, an unplanned meeting would be conducted and in a convenient place, and with appropriate staff that could attend at short notice. Each type of meeting will have its own unique requirements.
A considerable amount of effort is needed to ensure requirements are met. For regular and arranged meetings a brief would have been arranged, the brief may Just need tweaked from one meeting to the next. For more spur-of-the-moment meetings, the brief may need to be created from scratch. It is important to get the brief confirmed by a senior member of staff. A meeting brief will help you to specify its purpose and focus. It should also set out vital information including: ; Who needs to attend When it should occur The main resources required. By getting the brief confirmed by an appropriate manager the meeting is more likely to meet the right objectives.
The trick to a good meeting is to ensure everyone knows what time it’s being held and what will be discussed. ; Minutes of previous meetings Reports for consideration in the meeting The desired outcomes of the meeting. The date of the meeting The start and finish times of the meeting The venue of the meeting The agenda of the meeting The attendance list. Need to consider the venue, is it big enough? Is there is enough chairs and table for everyone, do we need any equipment during the meeting, such as computers and presentation software, video or sound system, flip charts and pens? Have any records or document you need ready and any hand outs needed copied. But make sure all the information is factual and researched.
Also it’s a good idea to keep a spare set of during the meeting, if so does anyone have any dietary requirements? Also does anyone require any special requiems, such as wheelchair accesses? Does any attendee need a communication support worker? For example, are any attendees deaf or blind and do they help with note-taking? Do they need special equipment? If the meeting over runs have a backup plan for getting additional refreshments and possibly making further arrangements which could include the need for the room or informing people that the attendees will be later than anticipated. After the meeting produce a record of the meeting, if you need to amend the record seek permission before doing so, circulate the meeting to correct time scales.
Section 6 – Understand procedures for organizing travel and accommodation arrangements 1 . Explain the purpose of confirming instructions and requirements for business ravel and accommodation. It is important to plan and have everything confirmed so there is no confusion. It’s important to know and stick the budget set. Know all the facts before arrange the trip, and when booking accommodation be aware of how far accommodation is from places of business. Before confirming to the booking check all the facts, and be 100% down to every detail, dates, times, ensuring it’s the right location; do not make assumptions always check facts with the relevant people.
Keep records of all written records of reservations made. Organize the paper work and make it available if deed for reference. Use experts and more experienced people if you need advice or guidance. Accommodation arrangements that may need to be made and the procedures that should be followed when doing this. Travel and accommodation arrangements Procedures Taxi to air port What time do you need to be at the air port for check in? Leave early to allow for traffic on the road. How much will the taxi cost? Is the fair set price? Make a booking. Air port bus to hotel Making sure there is time to get bags and to get though security. Is it possible to get pre-paid ticket?
Or do you need to pay once on their bus? If so how much? What’s the travel time? Hotel How much does it cost? How close is the hotel to business needs? What is the check in and out times? Are there meals? Or self catering is there any dietary needs to be considered. Is it close to public transport? Hire car Location of pick up, how to get to and from the location? How long is there car to be used for? How much mileage are you likely to use? What time does the car need to be returned? How size car do you need, do you need to carry passengers? Cost. 3. Explain the purpose of keeping records of travel / accommodation arrangements in business environment.
Be sides being well-organized to make files easily accessible for information fast, and confirmation of all bookings made, keeping records proves all the expenditures, this information can be compared with and reviewed against the budget as well as used in the future to determine future travel budgets, the records has been used to compare different holes, and flights to see they if they are getting the best deals. It can also be used to improve the travel and accommodation bookings, reviewing all the records you could find a way of cutting costs, or seeing potential I for an opportunity such as taking a later train to meet potential clients. It can also be used to make an itinerary for the trip, with all relevant information such as type of transport, leaving times, and times of meetings. 1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons.
The dairy system is for record of scheduled business activities such as meetings. Allowing customers to arrange a time that is convenient and appropriate for them to come in and staffs full attention, this also allows staff to prepare for the meeting getting any information they might need ready. This also allows staff to see what rooms are free or what vehicles are free, and to book them for use so they are prepared. 2. Identify the information needed to maintain a diary system in the workplace. The dairy system is used for managing your time more effectively as a result of accurate records, clear priorities and systematically working through tasks, allowing you to plan your day, and make future arrangements.
Information needed to have a good dairy system is what tasks are priory, and all appointments, meetings, phone calls and other key tasks are and what rooms or vehicles are being booked out on retain days, also allows staff to plan ahead to get the resources they need. Also means high priory tasks can be completed first or time to be set for these tasks to be done. To maintain the dairy system new all tasks need to be up to date, so staff know what has been completed or added in. The diary needs to be kept up to date constantly for it to work. There are many different dairy systems which can be used, from using computers, paper dairy, wall charts and personal handsets. All have pros and cons, the best one to use would depend on the size of your business and the needs of your customers.
