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. music on hold
That type of phone is used when a person is placed on hold and the music is played to them. Usually used when calling customer service.
2. transfer
This one enables to transfer a caller to another extension. Usually used at the reception desk where the receptionist can transfer a caller to needed person.
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).
Organisation procedures are a set of agreed policies and ways of working which an employer sets out for employees to follow. Most organisations will have established procedures for making and receiving telephone calls. These will be most useful and important if your role in the business administration department means that you often greet and deal with customers, colleagues and others at the ‘face’ of the organisation.
When making telephone calls examples of procedures could include:
- Where to locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book
- The purpose of making the call (in line with company policies)
- How to use the functions of the telephone correctly.
When receiving telephone calls examples of procedures could include:
- How you should answer the telephone and the type of greeting to be given
- How to use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague
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. music on hold
That type of phone is used when a person is placed on hold and the music is played to them. Usually used when calling customer service.
2. transfer
This one enables to transfer a caller to another extension. Usually used at the reception desk where the receptionist can transfer a caller to needed person.
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).
Organisation procedures are a set of agreed policies and ways of working which an employer sets out for employees to follow. Most organisations will have established procedures for making and receiving telephone calls. These will be most useful and important if your role in the business administration department means that you often greet and deal with customers, colleagues and others at the ‘face’ of the organisation.
When making telephone calls examples of procedures could include:
- Where to locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book
- The purpose of making the call (in line with company policies)
- How to use the functions of the telephone correctly.
When receiving telephone calls examples of procedures could include:
- How you should answer the telephone and the type of greeting to be given
- How to use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague