Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
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Unit 202 Pr<strong>in</strong>ciples of provid<strong>in</strong>g adm<strong>in</strong>istrative services<br />
Notes for guidance<br />
Outcome 1 Underst<strong>and</strong> how to make <strong>and</strong> receive telephone calls<br />
1. Features eg:<br />
• call forward<strong>in</strong>g/divert<br />
• call transfer<br />
• call hold<strong>in</strong>g<br />
• privacy mode<br />
• last number redial<br />
• caller announcement<br />
• number storage<br />
• speed dial keys<br />
• call barr<strong>in</strong>g<br />
• voicemail<br />
• conferenc<strong>in</strong>g<br />
• h<strong>and</strong>s-free.<br />
2. Procedures for both <strong>in</strong>ternal <strong>and</strong> external calls, eg:<br />
• answer<strong>in</strong>g with<strong>in</strong> a set number of r<strong>in</strong>gs<br />
• greet<strong>in</strong>gs/<strong>in</strong>troductions<br />
• actions to take when colleagues are unavailable for calls<br />
• how to take messages<br />
• transferr<strong>in</strong>g or pass<strong>in</strong>g on calls<br />
• giv<strong>in</strong>g out <strong>in</strong>formation<br />
• any call restrictions <strong>in</strong> place<br />
• mak<strong>in</strong>g personal calls.<br />
3. The c<strong>and</strong>idate should underst<strong>and</strong> the message their communication is giv<strong>in</strong>g about both<br />
themselves <strong>and</strong> their organisation. They should be able to expla<strong>in</strong> techniques to use, eg:<br />
• courteous, polite manner<br />
• <strong>in</strong>troduce self<br />
• be<strong>in</strong>g prepared<br />
• no slang or technical jargon<br />
• repeat back figures/spell out names.<br />
Outcome 2 Underst<strong>and</strong> how to h<strong>and</strong>le mail<br />
1. Describe systems for open<strong>in</strong>g, distribut<strong>in</strong>g <strong>and</strong> circulat<strong>in</strong>g <strong>in</strong>com<strong>in</strong>g mail, <strong>and</strong> for prepar<strong>in</strong>g <strong>and</strong><br />
despatch<strong>in</strong>g outgo<strong>in</strong>g mail <strong>and</strong> their importance <strong>in</strong> terms of:<br />
• accuracy<br />
• expediency<br />
• economy<br />
• convenience.<br />
Equipment <strong>in</strong>volved <strong>and</strong> its use, eg mach<strong>in</strong>es for<br />
60 <strong>Level</strong> 2 <strong>and</strong> 3 <strong>Diploma</strong> <strong>in</strong> Bus<strong>in</strong>ess <strong>Support</strong> (<strong>4475</strong>-<strong>12</strong>/<strong>13</strong>)
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