Unit Two: Principles of Providing Administrative Services

Unit dickens Principles of providing administrative operate judicial decision You should pulmonary tuberculosis this file to complete your Assessment. The first thing you contain to do is res mark a copy of this document, either onto your computer or a p lowly Then work through your Assessment, remembering to bear on your work on a regular basis When youve finished, marking divulge(p) a copy to keep for reference Then, go to www. vision2learn. com and lead your realised Assessment to your tutor via your My Study atomic number 18a name sure it is clearly marked with your name, the course title and the Unit and Assessment takings.Please n genius that this Assessment document has 9 pages and is do up of 9 Sections. Name Section 1 perceive how to comprise and receive ring c boths 1. Complete the table below with descriptions of at least two dissimilar features of a hollo system and how / when they would be designd. Feature How / when holdd 1.Answer a uditory sensation By pressing a number on teleph ace we howevert joint listen messages left by some others 2. Conference Call(a) This allow us to speak with more than wholeness person simultaneously . Prep ar a instruct report advising people on How to follow presidencyal procedures when do and receiving teleph integrity calls The advise of giving a positive image of yourself and your organisation when devising and receiving tele predict calls. If possible, utilize specific information from procedures in your make organisation (or one that you atomic number 18 familiar with). Within an system while receiving calls one should follow the makeupal procedure i. e. nswer the forebode within certain number of rings, use tired greeting, read script as advised, send the personalized when transferring the call or decreaseing on the information and finally be ready to take colleagues calls when they atomic number 18 not on their desk. When you be fashionin g a call to a client dissoluteen that you build a rapport with them and make them feel at ease. Ensure you are conscious(predicate) of the purpose of call and make a check list of the points that you allow be asking.The of import(prenominal) purpose behind while receiving or make calls is to portray a unattackable and professional image of an giving medication is to fulfil the existence customers and attract new ones and fulfil customer satisfactions Section 2 view how to handle position 1. Explain the purpose of correctly receiving, checking and sorting ring mail and packages (both succeeding(prenominal) and outgoing). It is very grand and responsibility of everyone within an plaque to follow the correct procedures while receiving, checking and sorting outgoing and incoming mails.In reason if a mistake is made then may be round body is waiting for an master(prenominal) mail and because of negligence it may go to a wrong person or even go missing. erst a mail is received we pauperisation to crack the security and confidentaility typeface of it while delivering it to the recpients. If the mail requires imperative delivery then we contract to ensure that mail is delivered or dispatched quickly and securly. It dirty dog apply to both incoming and outgoing mail as if the mail is urgent it should be tempered as urgent and delivered or dispacted soon. 2. Complete the table below with the pastime information At least two examples of internal mail work that are available to organisations At least two examples of orthogonal mail runs that are available to organisations Internal mail returns outdoor(a) mail goods 1. utilize internal envelopes so that mail croupe be circulated internally1. Recorded delivery 2. ransfer mail between contrasting offices of an governing 2. Special delivery Internal mail services commonly between offices we do have internal transport service that operates. We whoremonger use that serv ice to deliver mails betweeen offices. We arsehole in addition use services of individualists if they are travelling between offices.Also if we are working in a headoffice and it has several buildings then we disregard similarly use the internal service that deliver or trasnport between different buildings. External mail services For external mail services we lav use local anesthetic mail service exchangeable Royal Mail, g everyplacenment agency office or dowry office. We locoweed either call them and book the item so that they kitty pick and deliver or we send word go to the nearest post office and post the item there. 3. Describe two methods that you shadower use to calculate postage charges for mail and / or packages.We piece of tail weight and treasure mail to calculate postage charges. We endure weight the mail with the serve well of weighting machine and measure the mail with the help of measuring deivce come throughd by Royail mail. Once we calculate the wei ght and measurement we seal a stamp accordingly. For example if we want to sent a a first kinsfolk mail we accept to cataegorize the mail do we quest one standard 1st class stamp or a larger one depending upon post. We should in like manner consider the timing as first class potty take upto 3 working days so if mail is urgent we need to use other services that are quicker.We rat besides use service provider like Royal mail and use their website to check out the charges. We can take the mail to every local post office and weight the items and pay the charges accordingly, we need to ensure a signed for or special delivery that if mail is important and ask to be delivered soon. In effort if the contents of the mail are important we can as well as insure the mail. Section 3 Understand how to use different types of office equipment 1. Describe the of import types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment.Shredding machines are used to shred important confidential documents. The briny purpose of the shredding machines is to undo your important documents that are not useful anymore but that can be important for person else and that can be misused by anyone. Computers and its accessories such as Printer, scanner and so on used to prepare documents and print them if infallible. We can use computer programs such as microsoft applications word, access and outdo etc. to farm letters, records, electronic worksheets, database management, breakation, graphics, Internet use and financial documents.For parley we can use fax machine and telephone. We can send the documents quickly to customers either by fax or use emails and for verbal chat we use phone. The disadvantage of faxmachine is that it require electricity, requires paper for receiving and sending faxes and it should be perpetually on to receive faxes. The advantage of fax machine is that they are comparatively inex pensive and some are ruin of all in one printers and you may need to occasionally pay for the toner, and a dedicated phone line and paper.Another advantage is that it doesnt monetary value you more than the normal phone costs per minute. 2. Explain the purpose of following shapers book of book of instructions when using equipment. The main purpose behind the manufacturers instructions manual is to operate the equipment correctly and safely. This can constrict the maintenance cost and increase the equipment life. By following the basic guidance provided by the manufacturer the equipment leave behind last retentiveer, safer for others to use it and provide work efficiently. 3. Explain the purpose of retentivity equipment disinfect, hygienic and ready for the next user.We need to keep the equipment fairish and hygienic so that the next person who will be using it will be safe. He can safely use the equipment and hygienically safe from any disease. While working in an organiz ation at a time should tidy stuff, store equipment safely and clean it regularly with appropriate products. As an example one should use wipes to clean computer screen that will be beneficial for other as well. In working surround where there is a shared workspace it is good if we leave the area clean and organized that can also leave a good tone for the next person.Section 4 Understand how to keep overplus to a stripped in a stage demarcation surround 1. Explain why waste should be kept to a minimum in a parentage environment. One of the main reasons that waste should be kept to minimum in a phone line environment is financial reason i. e. it can reduce the cost and spending and environmental reasons. Company can waste a administer of money to either recycle or dispose of that spare waste. One should think twice while using company resources that do they really need that or they can use any substitute(a) to save some money for the company. . recognise at least two main causes of waste in a business environment. Because of heating, lightning and powering equipment we waste push Another example is the resources such as ink cartridges, papers and toners of printers etc. Another source is use of paper in publish, before print one should ask them self that do they need to print this out and if so can they use both side of paper for printing to save papers. 3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this.For paper waste we can use a cycle service for paper waste. For other waste like charge plate bottles, plastic bags and others we can use recycling bins Recycling is a cost utile method of dealing with your waste esecially using different bins for different things merely because it is often cheaper when compared with generalwaste managementand disposal. Recycling often reduces welter and improves the working environment. Less clutter also means increased resort some your workplace. W e can use emails instead of using posts where email can work.Emails are fast and can be deliveredat once around the human race. No other form of written chat is as fast as an email. We can advertise products in the email that can rack up to a lot of people and we can save a lot of money on resouses like paper, printer etc. we can send the email to hundred of recepients without expanding any money on visible resourses and save a lot of money and making business environment eco friendly. We can turn off the lights and all power switches when its not required to save the energy. Section 5 Know how to make garnishments for group encounters 1.Complete the table below listing at least two different types of concussions and describing the main features of severally type of run into. Type of meeting Main features Team meeting The main feature of such meeting is to follow any agenda, track the mount of the police squad on the current project, sort out contents related to tea m peformance, update on the upcoming projects and discuss any outstanding issues.It also allows individuals to generatenumber of ideas which can prove to be quite potent in solving any organizational issue Training meetings The main feature of such meeting is to keep the staff up to date, enkindle their skills and help them in grooming. It also increases the staff productivity thus customers are served and satisfied more quickly.This improves efficiency, reduces costs and leads to higher profitability. With the aide of packing meeting we can raise morale of individuals which leads to a more motivated team. If colleagues are motivated here are many opportunities open to them. Appraisal meeting The main objective of such meetings are to recognise the individuals effort and acclamation them and add them reward.Because of that Individuals take personal responsibility for improving both the business processes and their own abilities. Such meetings also reflects the pe rformance expectations, establish goals for the coming course of instruction and discuss the success in the past year. 2. When arranging a meeting What sources and types of information are typically needed? How should meetings be arranged? We need to cheat the individuals requesting the meeting and they are alive(predicate) of organizational procedure to arrange the meetingWe should be aware of the reason of the meeting, the attendees list, duration of meeting and any resources like any projector or wall board required for presentation. Firstly drum the attendees list, date and time, place and any resources required. If required circulate a draft message around closely(predicate) the agenda of the meeting and if meeting is long and refreshments are required also confirm the arrangement. Finally ensure that all attendees receive a confirmation of date, time, venue and a small brief description about the meeting. Section 6 Understand procedures for organising travel and adjustment arrangements . Explain the purpose of confirming instructions and requirements for business travel and accommodation. The main purpose, behind confirmation of instructions and requirements for business travel and accommodation, is to ensures that all individual arrives on time for the appointment and all attendees are well aware of time and date of the event, accommodation and travel inside information, lay facilities, location of the event, in case they need special arrangement persons details who will be responsible for that and finally the main agenda and ist of things they need to bring in with them. 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 Travel by Car and staying over night If people are travelling by car we need to ensure that accommodation have enough park ing space if not then the alternate parking arrangements should be informed to the people. We can call for from bed and breakfast to hotels in terms of overnight accommodation.We need to know how many nights they will be staying and book accordingly. In case they need evening meals we need to make them aware of the arrangements. Travel by train and staying for few hours in the If people are travelling by train we should ensure that they are aware of the ways to meeting place defecate to their desired location.We can arrange taxis for them to avoid hassle. Sometimes we have immaterial national who cant speak English well, in that case we need to ensure that interpreter is there to fulfil their needs. If they are tending the meeting for few hours we must ensue that the refreshments are pre ordered. Facility for change peoples If we know anyone who needs special arrangements such as wheel chair, we need to ensure that all required facilities are in place to p alliate them. Interpreter presence Sometimes we have foreign national who cant speak English well, in that case we need to ensure that interpreter is there to fulfil their needs . Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. It is very important to keep a record (accommodation and travel expenditures) of an event once its over, as we can use that evaluation next time. This evaluation can help us next time in decision making i. e. we can improve the accommodation next time, find a cheaper suppler and get early discounts by booking in advance. Evaluation itself is a idol process that can highlight any flaws in devisening and identify that how we faired accommodation and travel.It also helps in identifying any issues such as parking arrangement of any particular accommodation. Section 7 Understand journal management procedures 1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons. One of the essential planning aids used within an organization is diaries and depending upon the nature of the business its use varied from person to person. It does help individuals to plan their activities and tasks as in some organization follow strict deadlines for their project.Information that can be logged in a diary contains timing, date, location and people who are involved. Another advantage of keeping up the diaries is that individuals know the whereabouts of other colleagues. For casing if we soul wants to speak with one of your colleague by checking his or her attitude in staff diary we can deal with the caller accordingly. 2. Identify the information needed to maintain a diary system in the workplace.Nowadays computerized or electronic diary is used in organization and most(prenominal) widely used diary program is Microsoft outlook. It includes information of employees such as their name, connectedness information, email address, location etc. In some companies it also shows their availability and show their current status i. e. if they are on annual leave or absent due to sickness. Section 8 Understand the purpose of delivering effective customer service and how to do so 1. What are the differences between internal and external customers in a business environment?Internal customers are the one who either work for an organization or serve the people who are not diligent by that organization while the external customers who do not work for the organization but either buy the product or services to fulfil their need. In other words staff working for a particular organization purchases a particular good or service then he will be classified as internal customer, while an external customer is the one who come to the company to buy a service or good require to him and by no means employed by the company. 2.Explain why customer service should meet or buy the farm customer expectations. Include at least three reasons in your answer. customer service should be met or sometime exceed customer expectations as it can Gain customer loyalty and that means customer will always turn to us when that particular good or service is required Get good recommendations form customer that can provide us good publicity and allow an organization to expand its business Increase the business growth and that can create a find of meditate security within the organization.Once an organization is getting extra customers it can expand its business and can create more jobs and extra bonuses for active staff. 3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved. Every member of an organization has a duty to be efficient as he may be a first point of contact for the organization and that can create a long lasting motion-picture show on customer. Employee should show professionalism as failure to do so will not give customer any assurance while dealing with his organization.It is of vital importance to take in customers trust, meet or sometimes exceeds customers expectations as it can bring in new business opportunities. We can gain customers trust by actively earreach to them which enables us to identify their needs and satisfy them accordingly. By keeping communication channel open both parties can grow their business in a healthy and friendly environment. Both parties should trust each other and pay respect to each other ideas because that can contribute to a belter colony of a problem if one does occur. 4.How do customers demonstrate their own needs and expectations? When a customer places an order or requested a service then they expect that service or goods to be not only delivered on time but also up to hold standard. Customer normally expects that promise should be kept. In this competitive world customer also want bargain in prices as if someone is offering the same services at a very low cost they can turn to them as well. Customers need can also be gathered by collecting the feedback from them on the good or service offered and that be used for future to improve their experience.Customer can also raise their concerns directly with the company and by effective communication they can sit together, listening to each other and come to a resolution that can be accepted by both. Section 9 Understand the purpose of reception services and how to follow reception procedures 1. What is the purpose of the receptionist employment as the first point of contact in a business environment? Receptionists have many roles to perform such as give direction and sometime escort the key people to different part of the building. Generally visitors used them for general information or to solve any issues.Receptionist should have god communications skills and are aware of making good rapport with the visitors so that they feel they are at ease as some times visitors get confused. Now days most organization use sign i n procedure and receptionist ensures that this is done properly and visitors are issued identification badges. In special cases receptionist also inform visitor about the standard health and safety information. 2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important.Receptionist job is of vital importance as they are the first point of contact for every visitor, they should greet all visitors with smile regardless of their importance or arrival (if they are expected or not). Some receptionists commonly do mistakes and expect that key people are well and best spiffed up and in that they annoyed some key peoples. The general principal for all is to treat everyone fairly, with courtesy and make them feel that you have time for them. As they are the first point of contact in most organization, they can leave a positive image and long lasting impression of an organization.If they act or behave unprofessionally the visitor may lose confidence while dealing with the organization. 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. When a visitor enters into a building and approach the reception, they should be greeted first and offered help. If they want to visit someone with in an organization, take their details inform the desired person about their arrival.Advise them about the unrestricted visitor access area of recreation and make them feel at ease until the desired person come deck and accompany them. Upon arrival of the desired person make them an identification pass and note down their time of arrival, their contact details and vehicle readjustment number if they have parked their vehicle. Once they have finished their meeting note down the timing and ensure that they have returned the pass and issue them any parking exit pass if required. Once you have completed all 9 Sections of this Assessment, go to www. vision2learn. com and send your work to your tutor for marking.