Business and Administration Level Two Unit Two: Principles of Providing Administrative Services

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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
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.
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
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Speak naturally at a sensible speed. Don't try to change your accent. If you cut out slang and speak at a reasonable speed, people will understand what you're saying. All ways double check the facts before informing people on the information. Always seek clarification in a polite manner and be willing to repeat information for the recipient. Do not use slang words or technical jargon unless it is necessary. Most of all thank the person you have called for their time.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
It’s imparting to be careful when receiving and sending mail, not making errors will make things run more smoothly. Incoming mail should be opened mail (if not privet), remove contents, date-stamp mail when received, checked and attach enclosures, shored and according to departments. Outgoing mail should be Collected from each department or deliver mail to the mail room at an agreed time to be sorted into first/second/special or recorded delivery or categories such as parcel delivery/couriers/insurance requirements, the mail costs calculated to be stamp or frank the items at the correct cost and then take mail to an appropriate post box/post office
Fewer errors are

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