Unit 3
INTRODUCTION
 Having a good understanding of business principles is
essential for any business administrator. Decisions
made at different levels have implications for the wider
business and often affect costs and profitability in
some way. We will start off by looking at the
differences between the various sectors....
Telephone Features
 Its important to understand Telephone Features
within your organisation so that you can perform your
duties: The Features include:
Telephone Features
 ON HOLD -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.
 CALL FORWARDING - 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.
 CALL BACK - 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.
 INTERRUPT - When your phone is in use it will ‘bleep’ as a signal that
another caller is trying to get through.
Using a 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.
Some rules for answering calls:
 Answer promptly and identify yourself to the caller
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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.
Some rules for making calls
 Prepare first, you need to know why you are calling in the
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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.
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 faceto face contact with a number of people at one time. 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 discussions. Also it
can be difficult to arrange dates and times convenient for all
those who ought to attend.
Types of Meetings
 Informal meetings : Appraisal, Working parties,
Management Briefing, Breakfast Meeting
 Formal meetings: Annual General Meetings, Board
Meetings, Committee meetings
Organising Meetings
 As an administrator, part of your responsibilities may be to
organise a meeting.
 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:
An Example Agenda
Gogo TRAINING LTD MANAGEMENT QUARTERLY MEETING AGENDA
Meeting to take place at 10.30am on 10th 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
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WAYS OF PROVIDING SUPPORT AT
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: paper, pens,
previous minutes, projectors, laptops
WAYS OF PROVIDING SUPPORT AT
MEETINGS – During 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
WAYS OF PROVIDING SUPPORT AT
MEETINGS – 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
Organising Travel
 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?
Organising Travel
 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.
Consider this...
 Review and respect budgets to select appropriate and approved supplie
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rs to understand the rules and travel procedures.
Collect data, facts and evidence about trips due, buy tickets, allow time
forpreparation, and make the list of things needed to go including
customer needs andwants.
Keep an eye on each detail checking things carefully such important
time and date oftravelling, bus or train number including expenses re
uired for a travel andaccommodation period
Always check out about all facts with relevant people and ask for advice
if needed
Keep written records and save files about travel or
accommodation reservations
including costs and discounts, number of travellers, etc
Communicate with experts and keep confidential information secure
Enjoy the process and the pleasure in organising a successful trip
FEATURES OF DIFFERENT TYPES OF BUSINESS TRAVEL
AND ACCOMODATION – Business Travel
 The main types of travel, would be by car, the business person
may be driving him or herself, or they may have a chauffeur, or
another colleague will drive them.
 They may use a taxi, then continue by train, coach, boat or
airplane. Their travel on the airplane, boat, or train may be
business class, or first class.
 Whereas sometimes the expenses are automatically paid by the
company, or later when expenses have been submitted, they get
refunded.
 Depending on the status of the business person, and how rich
the company is, he may be piloted by private jet, or helicopter.
FEATURES OF DIFFERENT TYPES OF BUSINESS
TRAVEL AND ACCOMODATION – Accommodation
 Some business have their own accommodation, they may
own corporate properties used for business people from
their company that need an apartment, or a house for a few
days.
 The procedures that should be followed are to make sure
that the business person is based near to where the
business is going to take place.
 Hotels are good because they have business centres and
meeting rooms
 Serviced apartments are cheaper than hotels and can serve
as both a meeting room and accommodation
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 e-mail.
 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.
Diary Systems
 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.
Hard copy and electronic diary
features
 There are various types of manual diaries that are available; 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. Nowadays electronic or computerised diaries are used much
more in companies
 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.
Hard copy and electronic diary
features
 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. There are also many APPS
available for managing time on SMART phones
Purpose of using diary systems to plan and
co-ordinate activities and resources
 To ensure that activities are correctly coordinated
 As a reminder of what needs to be done
 To keep track of what is a priority
 To ensure that tasks are done on time
 Diaries can also help staff to know the whereabouts of
their colleagues and when they are available to speak
to.
Types of information needed to
manage a diary system
 the correct times
 dates and duration of any activities
 Information such as annual leave is recorded for those
people whose diary is being maintained
 important events are scheduled first
Importance of obtaining correct information
when making diary entries
 Requests for changes may appear to be relatively minor, but
may have a knock-on effect which could have major
implications.
 Delaying an appointment could cause the person attending
the meeting to be late for, or even unable to attend, other
meetings arranged for later in the day.
 It is important, therefore, to check the effects that a
requested change will have before agreeing to it.
 All relevant information have to be obtained because you
have to make sure that everyone attending the meeting or
any appointment has convenience and are given all the
details, so that there is no error at any end at any time.
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.
Common Types of office
equipment - Photocopiers
 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.
SHREDDERS
 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.
Scanners
 Used to scan original documents so they can be stored
on the computer. A scanner is a device that captures
images from photographic prints, posters, magazine
pages, and similar sources for computer editing and
display. Scanners come in hand-held, feed-in, and
flatbed types and for scanning black-and-white only,
or colour.
Computers
 Computers are used for wordprocessing, processing
numbers using spreadsheets, making presentations,
emailing and going onto the internet. You need to
take the appropriate breaks when using a computer
and you also need to sit correctly to avoid back pain.
Good lighting is also important when using a
computer as is a wrist rest to avoid you getting
Repetitive Strain Injury.
Factors to be considered when selecting
office equipment to complete tasks
 How quickly do I need to complete the task
 How much will it cost if I use the equipment? Eg if I
photocopy will it cost more or if I print
 Energy you are using – are you wasting it? Consider
the environment
 The quality of the outcome. Printing produces better
documents than photocopying so its sometimes better
Keeping equipment Clean
 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.
How to keep waste to a minimum
when using office equipment
 Ensure that you read documents first before sending
them to the printer
 Keep the machine switched off or on save when you
are not using machinery
 Keep the machine clean as it saves energy
 Recycle cartridges
Mail Services
 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.
Types of mail services used in
business organisations
 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.
Types of Mail Services
 Same Day Courier - When you need it there today
 Next day Delivery – When you need it there next day
 Special Delivery -Guaranteed delivery next day
 Recorded delivery – its a tracked service
 Internal Mail – used within large companies
 Secure Mail - Cost effective protection against fraud
 Safebox – for sending medical supplies
The need for different types of
mail services
 They give a variety of prices
 To suit Customer needs
 To enable postal delivery to work more efficiently
allowing them to prioritise post
The factors to be considered when
selecting mail services
 Cost
 Speed of Delivery
 Security Issues
 Value of items being sent
 Importance of delivery time
The factors to be taken into account when
choosing postage methods
 The Cost needs to be considered
 The size of the item being posted
 The value of the item
 How quickly delivery can be made
 Is it a secure method
 Do you need the item signed for
Customers – what they expect from a
service provider
 A thorough knowledge of what the organisation has to
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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
Different Types of customers
 Who are your customers in the office environment?
 Your customers are anyone you give a service to, this
can be your colleagues, your manager, external
customers, other departments, members of the public,
service suppliers, maintenance people,
 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.
Impact of your behaviour on
customers
 Acting in a negative way could put off your customers
from buying your services
 Your customers will see you as less professional and
maybe not knowledgeable
 It can build or take away the customers trust
 Customers could chose to stay with you or go
elsewhere based on your behaviour
The impact of poor customer
service
 Poor customer service can negatively impact a
business in a variety of ways. This is especially true for
small businesses that rely on repeat business and
positive word-of-mouth advertising for its success. In
addition to running the risk of alienating current
customers with sub-standard service levels,
chronically poor service can impact the business’
potential for attracting new customers as well.
Now Attempt the Assignment