NVQ level 2 unit 2 Business Administration. Worksheet on Principles of providing administrative services
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ï»¿Business and Administration Unit two: Principles of providing administrative services Assessment You should use this file to complete your Assessment. 1. The first thing you need to do is save a copy of this document, either onto your computer or a disk 2. Then work through your Assessment, remembering to save your work regularly 3. When youâve finished, print out a copy to keep for reference 4. Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area â make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 9 pages and is made up of 9 Sections. ________________ Name: ________________ Section 1 â 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 Allowing customers/clients to leave messages when lines are busy or office is closed. 2. computer telephony integration When a call is answered the staff can read through scripts and get prompts on what information is needed. 2. Prepare a brief report advising people on: 1. How to follow organisational procedures when making and receiving telephone calls 2. 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). How to use the telephone system- 1. When making calls- Always have the clients information on the screen before calling and the correct job number and details for the call. Plan the call before starting it. Use the right tone of voice and have a positive outlook in your mind. When the call is answered always identify yourself and the company and ask who you are speaking to.Smile whilst talking.
By ensuring that all machinery is well maintained and used correctly so that anything it produces will be of the highest quality and meet any specifications needed thus minimising the amount having to be thrown away. If the raw materials are correct, the amount needed has been checked and the process has been fine tuned the amount of wastage will be a lot less. For example if a production line had faulty machinery then more of the products would be below standard or take long to produce, both resulting in higher costs and waste. ________________ Section 5 â 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 Information Exchange Large groups ie conference Handouts and presentations On one topic and can involve external people. Decision Making Can be from board level to one on one. Can be one offs or regularly set to make on going decisions Also spur of the moment if urgent Idea Generating More informal and brainstorming Wants new ideas and can involve a wide spectrum of people 2. When arranging a meeting: 1. What sources and types of information are typically needed? 2. How should meetings be arranged? Sources and Information needed for a typical meeting are - Reason for the meeting and therefore a list of people who need to attend. You will need to source a suitable venue adequate for the type of meeting to be held. The venue will need the correct facilities to cater for the group and the length of meeting, for example, catering, accommodation, toilets etc. An agenda will be made up before hand to judge the length of the meeting and to keep it on track. You will need to have all data and information ready before hand that is relevant to the meeting and have handouts if needed and answers to questions that might come up.
The receptionist can also filter people to the correct department efficiently and safely as they can also be responsible for entry and exit from the company building. 2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important. The receptionist can show this positive image through a smart personal appearance, friendly and efficient body language (smiling, eye contact etc). They will speak and act professionally in a calm and efficient manner and be able to multi task easily. They will have to deal with customers over the phone and in person and be able to ask the right questions and listen carefully to the needs of the customer. All of this is important as they are the face of the company and to visitors in person and on the phone they will become an advert for how the company is run. If they are good at their job they will install trust in the company and can help the business to grow. 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 doors in and out of the building have to be opened by the reception staff to anyone not having a pass. If they are visitors they have to advise who they are meeting and be signed in, given a visitor pass and have to wait in reception until the person they are meeting with comes to get them. Leaving the building they will sign out and return their passes. No calls are put through blind and no telephone numbers for individuals are given out. There is no post left lying on reception and the computer based diary system can only be accessed by certain employees and cant be seen by any visitors. Once you have completed all 9 Sections of this Assessment, go to www.vision2learn.com and send your work to your tutor for marking. © Creating Careers Ltd 2011 Page of
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Here's what a teacher thought of this essay
A thorough piece of work that answers all the questions raised. There is clear evidence of research. It could be improved by more application, ie. saying what happens in a specific organisation. This could even be your school or college.
Marked by teacher Dennis Salter 01/05/2013
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