Presentation on theme: "Outcome 1 Examine personal suitability for vocational area Guidance for Students Outcome 3 Identify the main features of the work situation Outcome 2 Identify."— Presentation transcript:
Outcome 1 Examine personal suitability for vocational area Guidance for Students Outcome 3 Identify the main features of the work situation Outcome 2 Identify health and safety regulations and safe working practices Outcome 4 Carry out a series of tasks under supervision
You should accept responsibility for your work and view it with a positive attitude. You should develop the ability to be self-critical and then self-correcting. You should always proof-read your work and correct your own errors prior to submission.
You will be expected to meet deadlines and to develop your skill of prioritising work. You will be encouraged to develop the skills needed for working in an office, which include proof-reading, spelling, punctuation and referencing of materials. You will assess your own performance and decide on your suitability to working in an office environment.
Outcome 1 The Administration Assistant The role of the Administration Assistant is a very demanding one. There are many duties an Administration Assistant is required to perform. The main aim of an Administration Assistants role is to provide support to other members of the administration department.
In what way does an Administration Assistant support others? The role of the Administration Assistant Set up and maintain a diary and appointment system Set up and maintain a diary and appointment system Assist with reception duties Assist with reception duties Keep a filing and record system for the department Keep a filing and record system for the department Receive incoming and make outgoing telephone calls Receive incoming and make outgoing telephone calls Photocopy and collate documents Photocopy and collate documents Deal with incoming and outgoing mail Deal with incoming and outgoing mail Word processing: general correspondence Word processing: general correspondence Click on each role for more details Click on each role for more details
Reception duties explained There are many tasks the Administration Assistant performs, for example: working on the switchboard – make sure all telephone calls are dealt with ensuring security measures are taken by providing all visitors with security passes arranging appointments – using an electronic diary for accuracy managing the visitor sign-in/sign-out book dealing with any enquiries – any questions that visitors may have.
Diary and appointment system explained The diary is a focal point of the day-to-day organisation of the office. The diary is used as a reminder of work deadlines appointments and meetings staff absences and holidays. When using the diary, you should: write entries clearly, giving details of appointments, time and place enter the appointments for each day in the correct time order not book appointments too close together.
Telephone calls explained Golden rules for answering calls: Answer promptly. Dont let the irritation of being interrupted show in your voice. Dont ignore a ringing telephone on someone else's desk. Speak with a smile in your voice. Have a notepad to hand. Dont answer while eating or drinking. Golden rules for making calls: Prepare first – know what you are calling about. Note down the facts you must mention in a logical order. Leave space so you can write down their responses. Always identify yourself when you get through. Allow thinking time for the other person – especially if you have a lot to say. If the other person has been helpful, remember to say thank you.
Incoming and outgoing mail explained Incoming mail Sort mail into: private, personal, confidential, urgent. Sort mail into: special delivery, first class, second class. Open mail (not private). Remove contents. Date-stamp mail (do not cover anything important). Check and attach enclosures. Sort mail into departments. Outgoing mail Sort mail into: special delivery, first class, second class. Weigh letters or parcels. Stamp or frank envelopes/parcels. Deliver mail to the post office.
Word processing tasks explained Creating letters – type letters for a variety of reasons, eg to customers and suppliers. Creating memos – memos are often used to remind others of meetings or update fellow workers on decisions. Creating reports – these are very detailed, professional documents.
Filing system explained In the majority of offices the bulk of information created and received is stored rather than thrown away in case it is needed in the future or because of legal requirements. Filing is a part of the information processing. With a huge amount of information required by organisations, a misplaced or misfiled document can create havoc. The two main aims of any storage systems are: to keep documents in good condition to keep documents in a system where they can be quickly and easily found
Photocopy and collate documents explained The Administration Assistant is responsible for making copies of documents – this is known as photocopying. For example, if a letter arrives from a customer which needs to be read by four employees, the Administration Assistant will photocopy the letter and pass it on. Most photocopiers have a collating facility. This allows pages to be collected in the correct number order. Points to note about some photocopiers: good quality copying suitable for a wide range of day-to-day office uses, including copying printed text and graphics quick and easy to use can copy on to different paper types colour copiers can be expensive to use for large copy runs not suitable for glossy, external publications.
The role of the Administration Assistant - summary The Administration Assistant is required to carry out a very wide range of tasks. The tasks can be routine (ie the Assistant performs these on a regular basis) or non-routine (ie the Assistant deals with the situation when it occurs). Routine tasks Filing documents Answering the telephone Photocopying Non-routine tasks Dealing with customer enquiries Dealing with customer complaints
Skills and qualities of an Administration Assistant Skills ICT – a bility to use software packages for word processing. ORGANISATION - ability to manage resources and ensure that deadlines are met. COMMUNICATION – ability to speak to and listen to customers and staff in the workplace or on the telephone. Qualities POLITE - ability to communicate well in all situations. FRIENDLY – ability to welcome others. HELPFUL – ability to provide help where required. PATIENCE – ability to listen at all times.
Recruiting an Administration Assistant The main document used to employ the best person for the job is called a job description. The job description is used to show: what the job involves the main duties of the post.
Example job description Administration Assistant Permanent, full-time We are looking for an Administration Assistant to help in our busy department. This post is primarily to deal with a range of services within the department that require contact with customers and staff, therefore good communication skills are important. The main duties include preparing word-processing documents, dealing with mail, filing and covering reception. Other duties may include answering the telephone, maintaining an appointment diary and photocopying. Candidates should have up-to-date experience of using a word processor and have good organisational skills.
Activity 1 Ask your teacher/tutor for activity 1.
Office Practice: An Activity Approach Outcome 2 Identify accurate safe working practices for your occupation Identify safe working practices in the workplace
Safe working practices for your occupation Working in an office environment, we have to work safely. In this section we are going to look at the following laws, which must be followed in the workplace: Health & Safety at Work Act 1974 Health & Safety (Display Screen Equipment) Regulations 1992 Health & Safety (First Aid) Regulations 1981
Health & Safety at Work Act 1974 Temperature Minimum temperature of 16 o C or 60 o F. Windows must be able to be opened or suitable ventilation such as fans available. Toilet facilities There must be toilets available. They must be kept clean and well-maintained. Hot and cold water, soap and towels must be available. Drinking water must be available.
Health & Safety at Work Act 1974 (contd) Premises Floors and corridors must be kept clean, level and unbroken. First aid A first-aid box must be provided. Trained first-aiders must be available. Seating Adequate seating must be provided.
Health & Safety at Work Act 1974 (contd) Space/storage There must be adequate space for each person. Storage space for work/outdoor clothing for each worker must be provided. Lighting There must be natural light or adequate artificial light.
Health & Safety at Work Act 1974 Employers responsibilities To make sure that the workplace is safe. To control dust, fumes and noise levels. To look after employees welfare, eg health checks. To provide, free of charge, protective clothing and equipment. To provide first-aid facilities. To keep records of accidents and injuries. To prepare a health and safety policy.
Health & Safety at Work Act 1974 Employees responsibilities To take care of their own health and safety. To take care of other peoples health and safety. To work with the employer to maintain health and safety, eg attending training courses.
Health & Safety (Display Screen Equipment) Regulations 1992 This law controls the health and safety of workers and the use of computers. Display screen equipment is another name for the computer monitor. It is also known as a VDU – visual display unit. You do not need to know everything about this law, but you do have a responsibility for your own safety.
Health & Safety (Display Screen Equipment) Regulations 1992 Employers must: make sure that workstations and equipment meet minimum requirements make sure that employees have built-in breaks or changes of activity train employees in health and safety check that equipment is safe provide eyesight tests and glasses if needed for VDU work provide information about the Display Screen Equipment Regulations.
Health & Safety (Display Screen Equipment) Regulations 1992 Employees must: make full use of the VDU adjustments, eg colour and contrast avoid possible health hazards, eg use back/height adjustments on chairs.
Health & Safety (First Aid) Regulations 1981 Employers must provide enough first-aid qualified people for their business. The Health and Safety Executive must approve any first-aid training and qualifications.
Safe working practices for your workplace Now that we have looked at and understand the requirements of the law, it is important that we know how to work safely in the workplace. This section outlines the ways in which you can work in a safe way and not endanger yourself or your work colleagues.
Consequences of hazards found in the office Slips or trips. Falling from a height. Being struck by a moving or falling object. Poor handling, lifting and carrying of an object.
Working safely: slipping or tripping Employees should: pick up any dropped items from the floor immediately mop up any spilt liquids report any trailing cables keep passageways free from obstacles ensure filing cabinet drawers are closed properly keep fire exits clear empty waste bins regularly
Working safely: falling from a height Do not stand on chairs, desks or filing cabinets to reach for things – use a step-ladder. Do not store heavy materials or boxes on top of filing cabinets. Stack frequently used materials within easy reach.
Working safely: being struck by a moving or falling object Do not store heavy materials on top of filing cabinets. Store filing cabinets from the bottom and work upwards. Do not throw things. Do not place items at ends of desks.
Working safely: poor handling, lifting or carrying of an object Be trained in how to carry and lift materials. Never try to carry too much at once. Never carry anything that is too heavy for you.
Activity 2 Ask your teacher/tutor for activity 2.
Office Practice: An Activity Approach Outcome Reception 2 - Diary 3 - Telephone 4 - Mail 5 - Word processing 6 - Filing 7 - Photocopying
1 - Reception
Public image of reception Creating a good impression. Demonstrating good practice and efficiency. Providing a high level of care and attention to visitors. Being welcoming and comfortable for the visitor.
Duties of a receptionist Dealing with visitors. Handing out security passes to visitors and dealing with incidents (eg call on security staff). Maintaining and checking an appointments book. Looking after and checking a visitors book/reception register.
Types of visitor With appointments: applicants for jobs sales representatives business people from other firms. Without appointments: people enquiring about jobs customers with complaints sales representatives – cold calling. Regular callers: post person services (window cleaner, technicians, maintenance).
Visitors book Every visitor must sign the visitors book. This allows the receptionist to know which visitors are in or out of the building. This is very important in case of a fire alarm or other emergency. Here is an example layout of a visitors book: VISITORS BOOK Date: 1 April 2009Receptionist: Elton John NAMEORGANISATIONCAR NOBADGE NOTO SEEARRIVEDEPART S-ClubHMV LtdSJ52XSB12Mr Lee DariusVirgin LtdVY54AXN13Ms Green
Why is reception important? It is an identified area within the organisation for visitors to report to. It provides a means of welcoming, checking and directing visitors to an organisation. It allows an initial security check on all visitors to the organisation.
Basic features of a reception Organisation chart Switchboard and fax machine Security monitor Fire regulations Reception desk
Main features of reception Reception desk: clearly visible on entering the building clearly signposted. Waiting area: near reception so visitors do not feel forgotten plants pictures.
Things for visitors to look at: magazines, brochures, newspapers display of products and services organisation reports. Visitors cloakroom/toilet Close to reception area. Main features of reception
Refreshments: vending machine – tea, coffee water dispenser. Public telephone: for visitors who do not have a mobile phone.
Equipment used in reception: telephone/switchboard telephone answering machine PC/computer fax.
security cameras and monitors ID badges – for staff and visitors entry phone swipe cards keypads. Security features in reception may include:
Greeting visitors This is your first opportunity to create a good impression. There are some general rules you should follow: Greet somebody as soon as they approach the desk. Stop what you are doing and look at the person (however busy you are). Be formal rather than casual (you are not greeting a friend). Be courteous and pleasant at all times. Treat everybody in the same way, whoever they have come to visit.
Dealing with visitors When you let a colleague know that a visitor has arrived make sure you give them all the information they need, for example the visitors full name and the time of their appointment. If there is a delay and the visitor is waiting, offer them some refreshment. If the person they have come to see is available then it is normal to let that person offer the visitor refreshments (unless they ask you to). Finally, dont forget to appear friendly and approachable!
Activity 3 Now that you have completed this section on reception, tell your teacher/tutor and they will arrange some practical tasks for you. It may be possible to arrange some work experience in a real reception!
2 - Diary
Why use a diary? The diary is used as a reminder of: work deadlines appointments and meetings staff absences and holidays.
When using a diary, you should: write entries clearly with a pen, giving details of appointments, time and place enter provisional appointments in pencil and use a pen when they are confirmed enter the appointments for each day in the correct time order not book appointments too close together – allow breathing space for routine work where outside appointments are made, allow travelling time and be sure that the exact location is noted.
If possible use an electronic diary An electronic diary (or e-diary) is a computer application that allows users to check, enter and store information on future appointments. Here is an example electronic diary showing one month:
Features of an electronic diary A to do list that allows individuals to enter notes beside each appointment, eg which papers they have to take to meetings, if they have to complete presentations etc. The electronic diaries of several people can be searched to find a suitable date for everyone to meet. Electronic diaries will not allow two meetings to be arranged for the same time on the same date. Regular meetings need to be keyed in once and the application will automatically repeat the entry. Names, address, phone numbers, addresses, etc can be stored in the address book. The receptionist may access the electronic diary to confirm visitors appointments.
Advantages and disadvantages of electronic diaries Advantages Paperwork is reduced. Saves time in checking all diaries manually. Up-to-date information always available. Disadvantages No use if people do not check diaries regularly. Breakdowns possible in electronic or computer equipment.
Activity 4 Ask your teacher/tutor for activity 4.
3 - Telephone
Golden rules for making calls - 1 Prepare first. No one wants to deal with someone who doesnt seem to know what they are ringing about or forgets two or three important questions and has to keep ringing back. If the call is complex, note down all the facts you must mention in a logical order. Have space alongside so you can write down the responses. Always identify yourself when you get through.
Golden rules for making calls - 2 Allow thinking time for the other person – especially if you have a lot to say. Note the persons responses to your queries. If you dont understand what is being said, ask for an explanation. At the end it is useful to summarise the main points. If the person has been helpful or done you a favour in providing information, remember to say thank you.
Golden rules for answering calls - 1 Answer promptly and identify yourself immediately. Even if you were busy with an important or complex task when the phone rang, dont let the irritation of being interrupted show in your voice. Dont ignore a ringing telephone on someone else's desk – unless you have been told to. Answer it and offer to take a message for the absent person.
Golden rules for answering calls - 2 Speak with a smile in your voice. If you are right-handed, pick up the receiver with your left hand and a pen with your right hand. If you are left-handed, reverse this. Always have a notebook or a telephone message pad within easy reach. Dont answer when you are eating or drinking, even if you know the call is internal. Swallow first!
Passing on messages There may be a message pad. If not, have pencil and paper beside you to take a message. Take note of: who the message is to be given to the date and time of the call the name of the caller and other relevant information, eg the name of their organisation the telephone number and extension if they have to be called back.
The message Keep sentences short. Include all the key facts. Leave out irrelevant information. Be specific about days, dates and times, eg do not just say tomorrow. Mark urgent messages clearly. Pass on messages as soon as possible. If a message was urgent, check later if someone has received it.
Example telephone message form To: __________________Dept: _______________ Date: _________________Time: _______________ Callers name: _________________________________ Organisation: __________________________________ Telephone no: __________Extension no: _________ MESSAGE: ______________________________________________ Taken by: ______________________________________
Activity 5 Using the information on the next three slides, transfer the messages onto three separate telephone message forms. Ask your teacher/tutor for three blank copies of the telephone message form for this activity.
Message 1 The manager of the George Hotel, Glasgow, telephone number , rang to say that arrangements for the staff dinner on 10 December at 1930 hours are now complete. A room has been booked for 30 people. Menus and prices are in the post. The message is for Anne Rankin of the human resources department.
Message 2 Mr Hussain, of SBC Group Services Ltd, Manchester, telephone extension 334, telephoned to say he will be in the neighbourhood on 2 November and would like to see Mr Burns, Sales Manager at 1000 hours on that day if convenient. Could Mr Burns secretary please confirm or otherwise.
Message 3 Would Mrs J Grant, Office Manager, please telephone Mrs R Ali of J V Bell & Co, Perth, telephone extension 250, to let her know whether a demonstration of the digital office pager will be convenient on Monday 2 October at 1200 hours?
Telephone log Some organisations keep a log of all incoming calls through the switchboard. These calls are listed in the telephone log. This log can be filed and used to monitor the number of calls received on an hour- by-hour, day-by-day basis and help in planning for busy periods.
Example telephone log TimeName of callerCompanyReceiver of call 0900Sarah SmithBBCJean Morris 0901Amy WilsonSRA AssociatesAlan Jones 0904John AlexanderAlexander BrothersMary Reed 0905Peter MayTNTPeter Jackson You may be asked to complete a telephone log if you work in reception or on the switchboard.
4 - Mail
Mail The mail function will vary from organisation to organisation, depending on the volume of mail received and despatched. Even the smallest firm needs someone who can be relied on to post the mail each evening.
Incoming mail The two key objectives for anyone dealing with incoming mail should be that: mail is distributed as early as possible in the working day no mail is damaged, lost or wrongly delivered.
Incoming mail – equipment used Photocopier Pigeon holes/trays for each person/department Mail trolley for delivering to departments Shredder Date stamp Letter opener Stapler
How to deal with incoming mail - 1 Sort mail into different categories: private/personal/confidential urgent special (recorded or special delivery) first class second class
How to deal with incoming mail - 2 Open mail (not private). Remove contents. Date-stamp mail (do not cover anything important). Check and attach enclosures. Sort mail into departments. Mail is collected by departments or delivered to departments.
Outgoing mail The key objectives for anyone dealing with outgoing mail should be: the prompt despatch of all mail the despatch of individual items using the most appropriate method of delivery at the most economical prices regular information about, and control of, the costs incurred in despatching outgoing mail.
Outgoing mail – equipment used Mail bags. Post office forms. Folding and inserting machine. Scales to weigh packages. Franking machine (prints postal charge, date and place of posting onto envelope). PC for printing address labels, checking messages, etc.
How to deal with outgoing mail - 1 Collect mail from departments or staff deliver mail to mail room by a specified time. Sort mail into: first class second class special delivery.
How to deal with outgoing mail - 2 Weigh letters or parcels. Stamp or frank envelopes/parcels. Deliver mail to the post office.
Activity 6 Ask your teacher/tutor for activity 6.
5 - Word processing
Starting a new piece of work Each time you start a new piece of work, you should open a new document. Read the instructions given and set the page up before keying in any of the text.
Setting margins Before you start to key in your work, you should set the margins that you have been asked to select. Go to File. Select Page Setup and select the Margins tab along the top. You will then have a window on screen (top and bottom margins should always be 1 or 2.54 cm) This is where you can change the left and right margins as required. Check formatting change here: removal of bullet for introductory point.
Changing from centimetres to inches If your ruler measurements along the top of your word screen are in inches and you want to change to centimetres go to Tools, Options, General tab and choose measurement units – centimetres. Click OK.
Activity 7 - some practice Now it is your turn to try what you have learned. Open Word. Set the page margins (left & right only) to 2.54 cm. Now change the measurements to inches and change the margins to 1.5 inches. Check that the paper size is A4. Ask your teacher/tutor for activity 7.
Saving your work Having created your document, you will need to save it to your computer. Go to File. Select Save As, making sure that you find the correct location for storing your work. Give the file a relevant name (you will usually find this at the top of the worksheet you are working on). Click on Save.
To open work you have previously saved You may need to open work that you have saved but not finished with or that you want to make some changes to. Go to File. Select Open. Make sure the Open window is pointing to where the document has been stored, eg My Documents, etc. A list of your work should then appear within the larger box. Select the piece of work that you want to open. Click on Open.
How to print Go to File. Select Print (make sure that only 1 copy that is selected). Press OK.
Adding a footer to the document It is useful to be able to identify your own work. One way of doing this is to put a footer on everything you produce. A common method is to put your name, date and filename onto your work before printing it out.
How to add a footer Go to View. Choose Header/Footer. Switch from header to footer (using this button). Type in your name, the date and the filename that you are working on. Click on Close. The footer now shows the details you have entered at the bottom of every page. The details are greyed out, but can be changed/edited again by viewing the header/footer as above.
Checking for accuracy – no mistakes Before printing a document it must be checked for accuracy – this is called proof-reading. Doing this will identify errors such as: incorrectly spelled/typed words words missed or added incorrect punctuation or grammar poor layout.
Activity 8 Ask your teacher/tutor for activity 8.
6 - Filing
Documents can be found quickly and easily. Information readily available. Up-to-date information available when required. Keeps documents secure and confidential. Keeps documents clean and tidy. Satisfies legal requirements. Purpose of filing
Simple and quick to use. Conveniently located. Appropriate for the type of information held. Economical in floor space. Inexpensive to install and maintain. Flexible to meet changes in the amount to be filed. Confidential documents should be kept in lockable cabinets. Secure and safe. Easy to monitor. Features of a good filing system
Documents should be filed at the end of each day. Documents should be sorted into order before being placed in the filing system. Confidential files should be kept in a separate lockable filing cabinet. Old papers should be removed on a regular basis. Filing procedures
Activity 9 Ask your teacher/tutor for activity 9.
Methods of filing – alphabetical Customers files can be arranged in alphabetical order by surname or company name. Rules to follow for people: Surname first – Clark Peter Less comes before more – Clark P Clark Peter Mac and Mc treated the same - MacDonald McNulty
Methods of filing – alphabetical Rules to follow for organisations: Place the word the at the end -City Bakeries Ltd, The Sandwich Place, The Numbers are treated like words - 7 Mile Garage Seven Trees Hotel Initials come before full names - SB Animals S & J Upholstery
Methods of filing – numerical Files are arranged in numerical order with the next customer given the next number. For example: NameCustomer number Max Ltd100 Jones Brothers101 Brown Partnership103 You can see that the files are in numerical order of customer number and NOT alphabetical order.
Methods of filing – geographical Documents filed in geographical order use the same method as alphabetical order. This time we file alphabetically by the town name and not the customer name. For example: NameTown Max LtdAberdeen Jones BrothersEdinburgh Brown PartnershipGlasgow
Ways of storing documents Filing cabinets Have between two and four deep drawers. Can be fitted with suspension pockets. Tabs are attached to pockets so that files are easy to identify. Card index box Index cards are often used for recording individual items of information that can then be easily rearranged and filed.
Activity 10 Ask your teacher/tutor for activity 10.
7 - Photocopying
The photocopier A photocopier will produce an exact copy or multiple copies of a document. There are many types of photocopier available, ranging from the very basic to those offering very advanced functions. Photocopiers can be used to copy: letters, manuals, notices and forms. Some photocopiers will copy in colour, but more commonly they just copy in black and white.
Meet the photocopier Top paper tray Glass sheet Paper drawers Control panel
The control panel You use the control panel to choose your preferences. These could include: how many copies you require what paper size you want to use.
Paper drawers Most photocopiers have drawers that store the paper that the copier uses. Some photocopiers allow you to store spare paper in the same drawer. This can be very handy if the copier runs out when you are in a rush. If you use this spare paper, you should replace it as a courtesy to others.
Glass sheet A single copy or multiple copies of a document can be produced by placing the original face down on this glass. Most photocopiers have guides on the glass to show you where to place the original. Here are some simple guidelines to follow: Make sure that the paper lines up with the correct guides. Make sure the document is straight on the glass. Always put the lid down before copying. If you are copying a book then apply gentle pressure to the lid to avoid light getting in.
Top paper tray A single sheet or a document with multiple pages can be loaded into this top feeder. Most advanced photocopiers can automatically feed and print each sheet. This saves you having to stand and feed each sheet in by hand.
Enlarging documents Most photocopiers can enlarge documents in these ways: A4A3 A5 A4A3 A5
Reducing documents Most photocopiers can reduce the size of documents in these ways: A4A3 A5 A4A3 A5
Maintenance - 1 A photocopier that is regularly serviced by an engineer will be safer to use. However, some maintenance will be completed by you and your colleagues. This includes replenishing the toner in the machine. When you do this always shake the bottle well several times, which of course should be done before the top is removed. Be careful when handling the toner, it can get onto clothes and carpets.
Maintenance - 2 Cleaning the glass This is fairly safe and should be done regularly to ensure the copies are of a good quality. There will be other maintenance tasks that need to be undertaken. Before you attempt any of them make sure you are trained so that you know what you are doing!
Activity 11 Ask your teacher/tutor if you can use a photocopier to enlarge a document and reduce a document.
Office Practice: An Activity Approach Outcome 4 Now that you have completed all the activities, you are ready to do the assessment. Now that you have completed all the activities, you are ready to do the assessment. Tell your teacher/tutor that you are ready. Tell your teacher/tutor that you are ready. Good luck!