Business and Administration Level Two Unit Two: Principles of Providing Administrative Services
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.
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 on the phone's keypad.
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).
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 rings.
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 name speaking” if you are able to deal with the call, please inform your colleague of who called and what has been said. If you are unable to assist the caller, or the caller would prefer to talk to your colleague give them a realistic time frame for a re-call or if
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.
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 on the phone's keypad.
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).
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 rings.
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 name speaking” if you are able to deal with the call, please inform your colleague of who called and what has been said. If you are unable to assist the caller, or the caller would prefer to talk to your colleague give them a realistic time frame for a re-call or if