CT183. Principles of Providing Administrative Services

Transcription

1 CT183 Principles of Providing Administrative Services Understand how to make and receive calls The features of your office telephone will vary, however here is a list of a few that you may need to use when working in an administrative role/office environment: ON HOLD CALL FORWARDING CALL BACK INTERRUPT This allows you to put the caller on hold while you locate the person who the call is for or perhaps you need to ask a colleague for help/advice without the calling hearing what you are saying. This function allows you redirect a call to another telephone. This can also be used if you will be away from your desk and wish to divert your extension to a colleague. When you are calling a number that is engaged this function will let you know when the line is free, this will save you time by attempting to call back manually. When your phone is in use it will bleep as a signal that another caller is trying to get through. LAST NUMBER REDIAL DO DISTURB NOT This function is normally one button that you press to redial the last used number. This allows you to stop calls coming through to your phone while you are unavailable, for example when a meeting is taking place. HUNT GROUP This is when an office has a group of telephones all linked to one telephone number; so that calls can be passed around the team until someone answers it. Your organisation will have procedures that need to be followed when using the telephone. Some larger organisations will have written guidelines that they expect to be followed, whereas smaller companies may ask you to observe a more experienced member of staff to learn how to receiving/making calls. It is important to remember that when using the telephone you are representing your workplace; your caller cannot see you so the way you communicate will give the caller an immediate impression, hopefully a good one.

2 Rules to follow when answering calls: Answer promptly and identify yourself to the caller following your organisations guidelines, Good morning/good afternoon, name of company, your name if applies, how may I help you? Even if you are busy when you have answered the phone do not let the caller know this, as this will give a bad impression of you and the company. Do not ignore your colleagues phone if it is ringing, answer it and offer to take a message. Speak with a smile in your voice; this actually helps people to sound more helpful and pleasant. It is good practice to have a pen and paper ready to take messages. Do not answer the phone while you are drinking or eating, even if the call is internal. Answer the caller s questions with accurate and up to date information, if you cannot answer their questions find someone who can or offer to call them back. Remember how important confidentiality is when providing information to callers, never give out customer or staff personal details, you will be in breech of the Data Protection Act For example information such as home address, date or birth etc. If you are at all unsure about whether you can disclose certain information, tell the caller you will check with your supervisor and call them back. If the caller wants to speak to a specific person/department, take these details and transfer the call, remember to introduce the caller to the next person. Rules to follow when making calls: Prepare first, you need to know why you are calling in the first place so that you can explain to the person who will answer the phone. If information is lengthy write yourself a bullet point list of the main notes. Keep your notepad nearby in case you need to take notes. Always tell the person who answers the phone who you are and why you are calling. Make sure you can hear and understand the information you are being told, do not be embarrassed to ask someone to repeat themselves if it is not clear. If the person answering your call has been helpful, thank them for their time.

3 Taking Messages When answering a call if the person the caller wishes to speak to is not available, offer to take a message. Rules to follow when taking messages: Make sure you include all the key facts; this includes the caller s name, company name, telephone number, any other relevant information the caller wishes you to pass on. Check all the details with the caller before ending the call. Write the message clearly to make sure the other person will understand what you are communicating. Write the time, date of the call on your written message and your own name so the other person can speak to you if they have any questions. Understand how to use different types of office equipment When working within an office environment you will use various types of equipment in order to carry out your role. It is important you know how to use this equipment in order to remain safe and keep risk to a minimum. You may be provided with training at your workplace or you may be asked to refer to the manufacturer s guide for the equipment you use. Either way it is your responsibility to use all equipment in the correct way and to report any faulty equipment to the relevant person immediately. Manufactures guidelines are there for a reason. If you follow the basic guidance then you will not do anything that may harm you or others and the equipment will last longer. The main equipment you will come across in an office is as follows: FAX MACHINES PHOTOCOPIERS SHREDDERS Need to be placed in an area where everyone has access to it and you are able to clearly see when a fax has arrived. Faults could include paper jams, being offline, engaged tone, out of paper, wiring faults, some of these may require expert help so should be reported. Should be placed in an open area so there is sufficient air around them, sometimes in a separate room. Faults include paper jams, out of toner etc. Only trained staff should remove paper jams and replace toner. Used to destroy confidential documents, paper can be recycled, must be over 18 years old to use. Faults include: overloading can cause paper jams, this should be resolved by trained person to avoid harm.

4 GUILLOTINES BINDING MACHINES FILING CABINETS COMPUTERS PRINTERS/ SCANNERS AUDIO MACHINES Used to cut paper, must be over 18 years old to use. Used to bind documents together. Do not overload as these can cause the machine to break and ruin documents resulting in wasted resources. Used to store documents, drawers must be closed after use to avoid tripping hazards, also must not be overloaded. Never attempt to move a cabinet. VDU must be at correct height for eye level, also adjust your chair to accommodate posture requirements. Any computer faults should be reported to a Computer Technician. It is good practice to proofread all documents before printing to keep waste to a minimum. To be kept where all users can access. Any faults should be reported to a trained Technician. Used to listen and play back tapes that need to be typed up into the relevant format e.g. letter, memo, report. Each user normally has their own set of earphones for hygiene reasons. Once you have completed a document you can erase the tape and use it again. When using equipment in the workplace it is important to keep it clean and well maintained, especially if you are sharing equipment or desks. You can do this by working in an organised tidy manner, storing equipment safely and cleaning it with the appropriate products. For example using screen wipes for your computer monitor (VDU). You can minimise the number of germs on your keyboard by not eating or drinking at your desk. If you are sharing workspace with others it is good practice to leave the area in a clean and organised manner for the next person in order to give a good impression of the type of person you are. In some organisations you may be required to have a clear desk policy, which means you must leave your desk clear and tidy at the end of the day or when you are away from your desk. Understand how to handle mail Some large organisations have a post room that deals with all incoming and outgoing mail, some have responsible person/persons, and in small organisations everyone is responsible for the post. It is important to follow the correct procedures for receiving, checking and sorting incoming and outgoing mail or packages. If a mistake is made then someone may be waiting on the arrival of an important document and it may go to the wrong person, or even go missing completely.

5 There are many mail services available depending on what a business needs. Large organisations often have an internal mail system where mail is collected by an internal courier or responsible post person and delivered to other buildings or departments that are part of that organisation. The Royal Mail along with many other courier services offers many delivery services. Services Delivered in (days) Same day courier Sameday When you need it there today Guaranteed on time Special Delivery 9.00am Guaranteed delivery by 9.00am Special Delivery Next Day Guaranteed delivery next day Next day First Class Quick and easy to use Royal Mail Pouch Services Send mail quickly and easily between branches Standard Second Class For when time isn't important Standard Parcels For non-urgent parcels Royal Mail Heavyweight For large items that won t fit through the letterbox Guaranteed time on Price 0 Yes From Yes From Yes From No From 36p 1-2 No From No From 25p 3+ No From No From 1.26 Services Delivered in (days) Business Mail Secure Cost effective protection against fraud Recorded Signed For Add a signature to First and Second Class Royal Mail Tracked Tracking for your packages Guaranteed on time Price 3 Yes From No 75p plus 1st or 2nd class postage 2-3 No Tailored to your profile

6 Services Delivered in (days) Royal Mail Tracked Next Day Tracking for your packages Safebox Specially designed for sending medical samples These prices are subject to change. Guaranteed on time Price 1 No Tailored to your profile There are different methods of calculating the mail. The price lists for Royal Mail can be found online and give the weight next to the current price of sending each piece of mail. You can also pick up a leaflet from the post office called pricing made easy. You can purchase stamps, smart stamps or have credit added to the franking machine. Smart stamps can be purchased on the internet and printed straight onto the envelope. This is a cheaper option but if you print incorrectly then the postage can be wasted. Your office should also have a set of postage scales for weighing letters and packages and a cardboard size guide. Understand how to keep waste to a minimum in a business environment Waste has a huge impact on our carbon footprint and to the cost of running a business. There are many causes of waste in a business environment and many things you can do to prevent it: Paper - Proof read before printing, ask yourself do you need to print, instead of printing, double side when printing or photocopying and use any scrap paper to make note pads. Envelopes, plastic wallets & folders Re use them if you can. Electricity Turn off computers, monitors and other electrical equipment, do not leave equipment charging over night or for longer periods than necessary and turn lights and heating off when not needed. Many businesses have recycling policies and have put into place measures to make it easy to recycle. You may have an external company that takes away the shredding, toner cartridges or even batteries. There are sometimes allocated bins for paper, cardboard, tins, plastic and glass.

7 Know how to make arrangements for meetings As an administrator you may be called upon to organise and support business meetings. Meetings form a major part of communications within the modern business world. The clear advantage of calling a meeting is that they enable face-to face contact with a number of people at one time, whereas if the communication were done by written communication, it would be difficult to gain a full overview of decisions, involvement etc. It is an opportunity for gaining a wide cross section of opinion where two-way dialogue is encouraged via the asking/answering of questions. What is important for an effective meeting to take place is that the right people are invited and that they are sufficiently briefed in advance so that they can make a worthwhile contribution. The disadvantage of a meeting is that they can become too numerous, resulting in a great deal of frustration and boredom, owing to a lot of lengthy and often irrelevant discussion, and achieving little or nothing. Also it can be difficult to arrange dates and times convenient for all those who ought to attend, especially when sufficient notice is not given and the people attending have prior commitments. Careful advance planning can diminish a lot of these drawbacks and preparation and an administrator will play a significant part in this. Types of meeting Meetings may fall into the following categories Formal or informal Internal or external However, depending on the size and sector of the organisation, some of the informal meetings may be conducted in a very formal manner. Informal meetings Departmental meetings: These will usually be held either to pass information down the organisation or to receive progress reports on each department. Managerial briefing/progress meetings: These will occur frequently between a manager and the staff and will form a vital part of the decision making process. Sometimes the manager will brief the staff, whereas at others the staff will contribute by sharing ideas, opinions. Working parties/quality Circle: The setting up of a working party is a popular approach to solving problems by gathering together a group of individuals from different areas of work, with a different level of responsibility and with different degrees of expertise. Such a group can often bring to a problem a fresh approach and the structure of this type of meeting permits great flexibility and encourages contributions from all levels. Performance Appraisal Meeting: This meeting is arranged to discuss performance of an employee and is usually conducted between the employee and the Line Manager, but may

8 involve input from other people. These usually take place annually, but depending on the organisation may occur more frequently. Formal meetings Annual general meetings: These are usually required by law and must be held within 15 months of the last AGM. They provide a means by which an organisation can reappraise its business for the past year in the form of an annual report, elect or re-instate office holders for the coming year and generally declare future intentions. This type of meeting is open to shareholders of the organisation and they must be invited in accordance with legislation, for example rights of proxy, within sufficient time-scales. Extraordinary general meetings: These meetings are also open to all shareholders. They are called at the request of the representatives of 10% of the total voting shares when it is considered desirable to discuss any special business or adopt resolutions for change. Statutory meetings: These meetings are also required by law to ensure proper communication between the directors of a company and its shareholders. Such a meeting must be held not earlier than one month or later than three months after a company commences trading. It is the duty of such a meeting to consider a statutory report which has been circulated previously to all members. Many local governments are statutory by nature i.e.: their establishment is required by Act of Parliament. Board meetings: These are management meetings of the board of an organisation attended by Directors and/or Trustees and chaired by the Chairman of the Board or his/her Deputy. In reality these meetings may be relatively informal in nature, depending on the size and composition of the Board and the business to be discussed. The Chairman usually has the casting vote on decision making, should it be necessary. Committee meetings: Committees are established to advise, decide and manage a business. There are a variety of types of committee. These include Executive, Standing, Advisory, Subcommittee, Ad hoc, Joint consultative. Internal /External meetings Internal venues Depending on the size of the organisation that you work for, you may have just one or several rooms available. However, in each case it is good practice to operate a booking procedure for rooms to avoid double bookings. Factors to consider when booking an internal venue: Size and suitability of room Seating/table arrangements Directions to the venue (external visitors may be invited or the venue be unfamiliar for internal participants) Car parking Refreshments (remember to consider special dietary requirements) Equipment (e.g. sound, visual etc) Emergency procedure

9 Special requirements (e.g. hearing loops) External venues Arranging an external venue usually takes a lot more time and effort, unless it is a regular occurrence where you may have contacts or arrangements set up for you. As an administrator, it is very important when arranging an external venue that you obtain a clear brief on the type of venue required. Factors to consider when booking an external venue: Budget Location Accommodation nearby if visitors travelling distances to venue Size and suitability of room Seating/table arrangements Directions to the venue (external visitors may be invited or the venue be unfamiliar for internal participants) Car parking Refreshments (remember to consider special dietary requirements) Equipment (e.g. sound, visual etc) Emergency procedure Special requirements (e.g. hearing loops) Organising a meeting As an administrator, part of your responsibilities may be to organise a meeting. Agenda Meetings will follow an agenda. The agenda is a programme of the details of the business to be discussed at a meeting, in the order in which they are to be taken. The agenda is usually sent to all meeting participants before the meeting takes place in order to give them adequate notice and to enable them to prepare for the meeting. Occasionally, the administrator may be required to ask for Agenda items from participants in advance. The agenda is usually prepared by the Chairperson (person with overall control for chairing or running the meeting) or it could be a rolling agenda, whereby the meeting takes place on weekly, monthly or quarterly basis and could remain the same for all meetings. An example of an Agenda for a formal meeting:

10 SW TRAINING LTD MANAGEMENT QUARTERLY MEETING AGENDA Meeting to take place at 10.30am on 10 th October 2004 in The Board Room, SW Training Ltd 1. Present 2. Apologies for absence 3. Minutes of last meeting 4. Matters arising from minutes of last meeting 5. Admin Department Report 6. Sales Department Report 7. Training Department Report 8. Any Other Business 9. Date of Next Meeting Supporting meetings Part of an administrators duties may be to support business meetings. The following table describes duties that you may be required to do when supporting meetings. Before the meeting Prepare and circulate the agenda for the meeting Book a suitable venue and arrange refreshments Check attendance and record any apologies to distribute to Chairperson Prepare resources; these could include: On the day of the meeting Prepare the venue for the meeting, ensuring appropriate table and seating arrangements are available Prepare or arrange for refreshments to be available Check that participants sign the attendance register or make a note of all participants Record the details of the meeting, known as minutes After the meeting Ensure that all documents are returned to the office Prepare draft minutes for approval by Chairman When approved, type the minutes in final form and distribute to participants and any other persons required Diarise the next meeting in diary systems and organise venue, refreshments etc

11 Stationery Spare copies of agenda or previous minutes Any other papers required Attendance register, if required Equipment such as multimedia projector etc Health and Safety When organising meetings an administrator should be aware of health and safety. This could include checking emergency procedures for the venue, dietary requirements for refreshments, training in the use of any special equipment, access arrangements for any disabled persons. Minutes Few meetings are held without a written record being made of them. These can range from a brief handwritten note to a set of formal minutes. Minutes are a record of the proceedings of a meeting and are kept for record purposes; they are usually a brief and accurate record of discussion and decisions. As an administrator you may be required to take minutes of meetings. Historically, secretaries have performed this duty, but due to the use of Information Technology, the role of an administrator is expanding and an administrator may be asked to perform this duty. The proceedings of a meeting can be very fast and historically secretaries have recorded minutes of meeting by using shorthand. This requires learning and development, usually in the form of a formal training course. However, shorthand is not widely used nowadays and it may be possible to summarise the main points of the meeting by writing these in long hand, using accurate and brief points. Another good method is to record the meeting on a tape or digital recorder so that you can refer back to this. However, minutes should be: Accurate so that they present a true record of the proceedings Brief so as to provide a summary of the important matters discussed and decisions reached for reading and confirmation at the next meeting and for future reference. Clear so those absent from a meeting can be fully informed of the proceedings. When a set of minutes are typed, care should be taken to ensure the layout is easy to follow. The items should be recorded as they appear on the agenda, with a number and heading, then a sub-heading and number. Usually, after a meeting, some of the participants will be allocated responsibilities; it is therefore good practice to include a right hand margin with the title Action and record the participants initials so that they know they have to do something. Below is a sample layout of minutes prepared for the Management Meeting.

12 SW TRAINING LTD MANAGEMENT QUARTERLY MEETING MINUTES 10 th OCTOBER 2004 Action Required 1.0 Present 1.1 Sue Sharp (SS), Dan Ward (DW), Jean Marchant (JM), Rachel Messinger (RM), Stanley Reed (SR), Mark Winters (MW), Clare James (CJ), Brad Lawes (BL) 2.0 Apologies 2.1 Jill Reece (JR) 3.0 Minutes of last meeting 3.1 The minutes of the last meeting were agreed and signed as a true and accurate record. 4.0 Matters arising from minutes of last meeting 4.1 Item 6.2 SS reported that the purchase of the new computer equipment had now taken place and would be installed by the end of this month. 4.2 Item 8.3 JM reported that a new cleaner had been appointed and feedback to date had improved. 5.0 Admin Department Report 5.1 RM reported that the admin team had recruited a new member of staff, Adam Champion. She requested that Adam receive basic first aid training, as the member of staff he had replaced was the first aider. CJ agreed to arrange this. CJ

13 Organising travel and accommodation If you are involved in arranging events for your company then this may involve many different aspects of planning. Before doing any of the planning you will need to establish what your budget is, it would not be sensible to book guests into a five star hotel at 100 per night when only 40 has been budgeted for, or booking first class flights when you should have booked economy. Consideration needs to be taken whether the event is local, national or international, as this will have an effect on the type of transport used to get to the venue. Will you need to book flights, car hire, taxis, trains or perhaps a coach? If people are travelling by car then is there parking close by, does the accommodation have parking? There are different types of overnight accommodation available from bed and breakfasts to hotels. How many nights will people need to stay? Will an evening meal be required? You must check that there are no disabilities that need special preparation for. Someone may need access to a wheelchair, lift, ramp or hearing loop. An interpreter may be needed if English is a second language. You must know you own limits of authority, when to seek guidance and the budget you have to work within. Resources may be needed, for example: Stationery Pens, paper Equipment Flip charts, laptops (possible Internet access), overhead projectors, chairs Refreshments Tea, coffee, water, main meals taking into consideration any dietary needs that people may have If arranging this type of event it is usual practice for your company then you may already have regular suppliers, if not then you may need to shop around to find a suitable supplier within your given budget. There are many different sources of information available to help you to make your arrangements. You can look on the Internet, use regular suppliers, use internal information from colleagues, or paper based information from previous events, or you could use an agent but be aware that an agent will charge a fee for doing a job that you can do. When you have finalised all the details your end the next thing to do is to give this information to all persons attending the event. Information such as: Time and date of event, travel and accommodation details, map of area, places to park and prices, who to contact for further details or if they have any special needs, agenda and list of anything that needs to be brought

14 Keeping records All information should be kept so that you have evidence of everything you have done should you need to refer to it. A folder to keep all paper-based information should be made and an electronic folder created to store any information sent via . Should a problem arise, for example the hotel say you have not made a booking but you have the confirmation in writing, then your back is covered. When the event is over it is important to evaluate the accommodation and travel used and record the evaluation, as you may want to use it again, alternatively you may decide from your evaluation that next time you could improve the accommodation or find a cheaper supplier. Evaluation is a good process to identify how the travel and accommodation faired. Diary management Diaries are an essential planning aid that all organisations will use at some point; some use them more than others depending on the nature of the business. It is important to use a diary to help teams and individuals to plan tasks/activities, some of which will involve very strict deadlines. You can log information such as date, timings and locations of the people who are involved. Diaries can also help staff to know the whereabouts of their colleagues and when they are available to speak to. For example if you answer a call for a colleague but are not sure where they are, you could refer to the staff diary to locate this information (as long as this is accurate and up to date). There are various types of manual diaries that are available; these vary from a large, page-aday type to a smaller version with up to a week on view on each two pages. You need the size that will enable you to write clear information on the tasks you need to do and/or the appointments under each date. Manual diaries are often used for personal appointments and are individual to each person. Other people that may use these are secretaries or PAs. Nowadays electronic or computerised diaries are used much more in companies, especially those that book a large amount of appointments, e.g. hospitals, dentists, garages, electrical and gas companies etc. One of the most frequently used electronic diary programs in business is Microsoft Outlook, because it is compatible with other Microsoft Office software, such as Word. Outlook can be used to maintain your diary, organise and manage lists of tasks you have to do, and keep an address book of your contacts. You can use it as an software program and also use it to check the schedules of other people in your team; this is useful to book team meetings. Some companies also purchase PDAs for their staff, these offer many usable features including functions such as a to do list, address book, a calculator, a reminder option and a memo pad. They are compatible with the PC so that information can be downloaded easily.

15 Effective customer service Customers expect good customer service. They expect the service provider to have: A thorough knowledge of what the organisation has to offer in regards to services and products. The ability to project a positive image to all customers and meet their needs within the organisations limitations. Good communications skills regardless of form or mode. Staff that can help customers with any questions or queries they may have promptly. An excellent understanding of the organisation s procedures that specify how customers can be dealt with. The product/service that is being advertised readily available and to be sold at the stated price. It is important to be efficient as you may be first point of contact for the whole organisation and this can create a lasting impression. You do not want to seem unprofessional, as this will not give customers any confidence in their dealings with your organisation. It is essential that you gain your customers trust. It is also important to meet or exceed your customers expectations to lead to repeat and new business. We all hear, but how many of us actually listen? Actively listening to your customers will enable you to identify exactly what it is they want and give you the opportunity to recognise if there are any additional products or services that may be of interest to them. There are many different types of customers and it is important to identify them so that you evaluate the type of requirement they may have and what you have to do to meet them. You may have to deal with a regular customer who you are familiar with, don t forget to treat everyone with the same respect, just because you know this person it does not mean you can stop portraying a professional image. You may also have to deal with service suppliers or maintenance persons who need directing to different parts of the building, or need you to stay with them whilst they are in parts of the building where they should not have access unless accompanied. You may have to deal with internal or external customers, just remember whoever they are to be polite, as you are portraying the professional image of your company.

16 What influences customers expectations Reputation/previous experience We all know that if a friend says they have had a good or bad situation with an organisation it can alter our own opinion and make us decide whether to use a service or not. Advertising/Media This must realistic reflect the services that the organisation can offer. False advertising can breach many of the consumer laws. Competitive companies Customers want a bargain and if a similar company is offering the same service for less where do you think they will go? Reliability When customers place an order or book a service with you they expect that service to be delivered not only on time but of the agreed standard. Customers expect promises to be kept. Customers values and beliefs More and more people are likely to use companies that take environmental issues seriously. For example using companies that are known for recycling or not testing products on animals (the Body Shop is famous for this). Service chain Knowing what their own customers want will influence what they need from the next organisation in the chain. For example if a new piece of technology is available, manufacturers need to know if their customers wish to purchase the product to sell in their organisation to their customers. Reception services and procedures Many administrators undertake receptionist duties. Some companies may have a specialist reception desk and some smaller firms are likely to expect a receptionist to undertake a variety of administration or telephone duties at the same time. There are many skills required to work on a reception: A thorough knowledge of your organisation, its structure and the names and job roles of people who work there The ability to project a positive image to all visitors and help them with their needs and problems An excellent understanding of your company s procedures that specify how visitors must be dealt with All visitors should be greeted with a smile and a welcome, no matter whether they are expected or not, or important or not. Don t assume that the best-dressed visitors are the most important - many receptionists have made this mistake and, in some cases, annoyed very key people. Treat everyone with the same courtesy, and make them feel that you have time for them. It is important to be efficient as in some cases the receptionist is the first point of contact with the whole organisation and this can create a lasting impression. You do not want to seem unprofessional, as this will not give visitors any confidence in their dealings with your organisation.

17 The receptionist has many roles to perform. As they are seen as the first point of contact then they are often required to give directions or escort visitors to different parts of the building, they are often asked for general information or to solve problems. Communication is a major role and the receptionist should know how to use their communication skills to get the most out of the way they communicate with visitors. An appropriate tone and level of voice are required. Some organisations have a signing in procedure for visitors, in which case it is the role of the receptionist to ensure that this is done and that any identification badges are given out. In large organisations when a visitor goes into the building they are issued with basic health and safety details, for example, what to do in the event of a fire. Security procedures must be complied with; therefore it is essential that the receptionist is familiar with what these are. If these procedures are not complied with then there will be a breach of the security regulations. If you see someone who you think should not be in particular part of the building then err on the side of caution and report them to your line manager. Security in an organisation may: Allow for unrestricted visitor access Restrict visitor access to certain areas Allow restricted access to certain areas only if accompanied, and then only after visitors have complied with certain screening procedures Dealing with hostile visitors can be difficult, stay calm, listen, look sympathetic, apologise if necessary, and if any of this does not work then make sure you know what to do. You may have a security guard you can call or an alarm you can press for assistance.