Unit Two: Principles of Providing Administrative Services
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. Answer phone | This is usually accessed by pressing the number 1. It enables you to access messages left to you by others | 2. Conference calls | This makes it possible to speak to more than one person simultaneously. | 3. 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. | 4. Transfer | This enables you to transfer a caller to another extension. |
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).
Making call:
1. Identify the purpose of the call
2. Confirm the name and number of the person to be contacted
3. Make contact with the person
4. Communicate information to achieve the purpose of the call
5. Project a positive image of myself and my company
Receiving calls:
1. Answer the phone according to my organisation’s procedures
2. Project a positive image of myself and my company
3. Identify the caller, where they are calling from and what they need
4. Provide accurate and up-to-date information whilst protecting confidentiality and security
5.Transfer calls where requested
6.Take messages according to the caller’s needs
It is important to give a positive image of myself and my organization when making and receiving telephone calls . If I present in a negative manner
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. Answer phone | This is usually accessed by pressing the number 1. It enables you to access messages left to you by others | 2. Conference calls | This makes it possible to speak to more than one person simultaneously. | 3. 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. | 4. Transfer | This enables you to transfer a caller to another extension. |
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).
Making call:
1. Identify the purpose of the call
2. Confirm the name and number of the person to be contacted
3. Make contact with the person
4. Communicate information to achieve the purpose of the call
5. Project a positive image of myself and my company
Receiving calls:
1. Answer the phone according to my organisation’s procedures
2. Project a positive image of myself and my company
3. Identify the caller, where they are calling from and what they need
4. Provide accurate and up-to-date information whilst protecting confidentiality and security
5.Transfer calls where requested
6.Take messages according to the caller’s needs
It is important to give a positive image of myself and my organization when making and receiving telephone calls . If I present in a negative manner