Presentation on theme: "Office Practice: An Activity Approach Click on any box to get started"— Presentation transcript:
1Office Practice: An Activity Approach Click on any box to get started Welcome toOffice Practice: An Activity ApproachClick on any box to get startedGuidance for StudentsOutcome 1Examine personal suitability for vocational areaOutcome 2Identify health and safety regulations and safe working practicesOutcome 3Identify the main features of the work situationOutcome 4Carry out a series of tasks under supervision
2Your responsibilities 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.
3Your skillsYou 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.
4Outcome 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 Assistant’s role is to provide support to other members of the administration department.Lesson 14
5In what way does an Administration Assistant support others? The role of the Administration AssistantWord processing: general correspondenceAssist with reception dutiesDeal with incoming and outgoing mailSet up and maintain a diary and appointment systemKeep a filing and record system for the departmentClick on each rolefor more detailsReceive incoming and make outgoing telephone callsPhotocopy and collate documents
6Reception duties explained There are many tasks the Administration Assistant performs, for example:working on the switchboard – make sure all telephone calls are dealt withensuring security measures are taken by providing all visitors with security passesarranging appointments – using an electronic diary for accuracymanaging the visitor sign-in/sign-out bookdealing with any enquiries – any questions that visitors may have.
7Diary 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 ofwork deadlinesappointments and meetingsstaff absences and holidays.When using the diary, you should:write entries clearly, giving details of appointments, time and placeenter the appointments for each day in the correct time ordernot book appointments too close together.
8Telephone calls explained Golden rules for answering calls:Answer promptly.Don’t let the irritation of being interrupted show in your voice.Don’t ignore a ringing telephone on someone else's desk.Speak with a ‘smile in your voice’.Have a notepad to hand.Don’t 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’.
9Incoming and outgoing mail explained Incoming mailSort 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 mailSort mail into: special delivery, first class, second class.Weigh letters or parcels.Stamp or frank envelopes/parcels.Deliver mail to the post office.
10Word 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.
11Filing 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 conditionto keep documents in a system where they can be quickly and easily found
12Photocopy 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.
13The 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 tasksFiling documentsAnswering the telephonePhotocopyingNon-routine tasksDealing with customer enquiriesDealing with customer complaints
14Skills and qualities of an Administration Assistant ICT – ability 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.QualitiesPOLITE - 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.
15Recruiting 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 involvesthe main duties of the post.
16Example job description Administration AssistantPermanent, full-timeWe 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.
17Activity 1Ask your teacher/tutor for activity 1.
18Office Practice: An Activity Approach Outcome 2 Identify accurate safeworking practices foryour occupationIdentify safe working practices in the workplaceClick on each of the aboveboxes in turn to find out more
19Safe 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 1974Health & Safety (Display Screen Equipment) Regulations 1992Health & Safety (First Aid) Regulations 1981
20Health & Safety at Work Act 1974 TemperatureMinimum temperature of 16oC or 60oF.Windows must be able to be opened or suitable ventilation such as fans available.Toilet facilitiesThere 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.
21Health & Safety at Work Act 1974 (cont’d) PremisesFloors and corridors must be kept clean, level and unbroken.First aidA first-aid box must be provided.Trained first-aiders must be available.SeatingAdequate seating must be provided.
22Health & Safety at Work Act 1974 (cont’d) Space/storageThere must be adequate space for each person.Storage space for work/outdoor clothing for each worker must be provided.LightingThere must be natural light or adequate artificial light.
23Health & Safety at Work Act 1974 Employer’s 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.
24Health & Safety at Work Act 1974 Employee’s 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.
25Health & 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.
26Health & Safety (Display Screen Equipment) Regulations 1992 Employers must: make sure that workstations and equipment meet minimum requirementsmake sure that employees have built-in breaks or changes of activitytrain employees in health and safetycheck that equipment is safeprovide eyesight tests and glasses if needed for VDU workprovide information about the Display Screen Equipment Regulations.
27Health & Safety (Display Screen Equipment) Regulations 1992 Employees must: make full use of the VDU adjustments, eg colour and contrastavoid possible health hazards, eg use back/height adjustments on chairs.
28Health & 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.
29Safe 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.
30Consequences 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.
31Working safely: slipping or tripping Employees should:pick up any dropped items from the floorimmediately mop up any spilt liquidsreport any trailing cableskeep passageways free from obstaclesensure filing cabinet drawers are closed properlykeep fire exits clearempty waste bins regularly
32Working 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.
33Working 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.
34Working 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.
35Activity 2Ask your teacher/tutor for activity 2.
36Office Practice: An Activity Approach Outcome 3 1 - Reception4 - Mail2 - Diary5 - Word processing3 - Telephone6 - Filing7 - PhotocopyingClick on any of the boxesto see the job roles
38Public 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.
39Duties 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.
40Types of visitor With appointments: Without appointments: applicants for jobssales representativesbusiness people from other firms.Without appointments:people enquiring about jobscustomers with complaintssales representatives – cold calling.Regular callers:post personservices (window cleaner, technicians, maintenance).
41Visitors’ bookEvery 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’ BOOKDate: 1 April 2009Receptionist: Elton JohnNAMEORGANISATIONCAR NOBADGE NOTO SEEARRIVEDEPARTS-ClubHMV LtdSJ52XSB12Mr Lee10001215DariusVirgin LtdVY54AXN13Ms Green12301630
42Why 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.
43Basic features of a reception Organisation chartSecurity monitorFire regulationsReception deskSwitchboard and fax machine
44Main features of reception Reception desk:clearly visible on entering the buildingclearly signposted.Waiting area:near reception so visitors do not feel forgottenplantspictures.
45Main features of reception Things for visitors to look at:magazines, brochures, newspapersdisplay of products and servicesorganisation reports.Visitors’ cloakroom/toiletClose to reception area.
46Main features of reception Refreshments:vending machine – tea, coffeewater dispenser.Public telephone:for visitors who do not have a mobile phone.
47Equipment used in reception: telephone/switchboardtelephone answering machinePC/computerfax.
48Security features in reception may include: security cameras and monitorsID badges – for staff and visitorsentry phoneswipe cardskeypads.
49Greeting visitorsThis 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.
50Dealing with visitorsWhen you let a colleague know that a visitor has arrived make sure you give them all the information they need, for example the visitor’s 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, don’t forget to appear friendly and approachable!
51Activity 3Now 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!
53Why use a diary? The diary is used as a reminder of: work deadlines appointments and meetingsstaff absences and holidays.
54When using a diary, you should: write entries clearly with a pen, giving details of appointments, time and placeenter provisional appointments in pencil and use a pen when they are confirmedenter the appointments for each day in the correct time ordernot book appointments too close together – allow breathing space for routine workwhere outside appointments are made, allow travelling time and be sure that the exact location is noted.
55If 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:
56Features 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.
57Advantages and disadvantages of electronic diaries Paperwork is reduced.Saves time in checking all diaries manually.Up-to-date information always available.DisadvantagesNo use if people do not check diaries regularly.Breakdowns possible in electronic or computer equipment.
60Golden rules for making calls - 1 Prepare first. No one wants to deal with someone who doesn’t 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.
61Golden rules for making calls - 2 Allow thinking time for the other person – especially if you have a lot to say.Note the person’s responses to your queries. If you don’t 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’.
62Golden 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, don’t let the irritation of being interrupted show in your voice.Don’t 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.
63Golden 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.Don’t answer when you are eating or drinking, even if you know the call is internal. Swallow first!
64Passing on messagesThere 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 tothe date and time of the callthe name of the caller and other relevant information, eg the name of their organisationthe telephone number and extension if they have to be called back.
65The 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.
67Activity 5Using 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.
68Message 1The 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.
69Message 2Mr 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.
70Message 3Would 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?
71Telephone logSome 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.
72Example telephone log You may be asked to complete a TimeName of callerCompanyReceiver of call0900Sarah SmithBBCJean Morris0901Amy WilsonSRA AssociatesAlan Jones0904John AlexanderAlexander BrothersMary Reed0905Peter MayTNTPeter JacksonYou may be asked to complete atelephone log if you work inreception or on the switchboard.
74MailThe 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.
75Incoming mailThe two key objectives for anyone dealing with incoming mail should be that:mail is distributed as early as possible in the working dayno mail is damaged, lost or wrongly delivered.
76Incoming mail – equipment used PhotocopierPigeon holes/trays for each person/departmentMail trolley for delivering to departmentsShredderDate stampLetter openerStapler
77How to deal with incoming mail - 1 Sort mail into different categories:private/personal/confidentialurgentspecial (recorded or special delivery)first classsecond class
78How 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.
79Outgoing mailThe key objectives for anyone dealing with outgoing mail should be:the prompt despatch of all mailthe despatch of individual items using the most appropriate method of delivery at the most economical pricesregular information about, and control of, the costs incurred in despatching outgoing mail.
80Outgoing 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.
81How 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 classsecond classspecial delivery.
82How to deal with outgoing mail - 2 Weigh letters or parcels.Stamp or frank envelopes/parcels.Deliver mail to the post office.
83Activity 6Ask your teacher/tutor for activity 6.
85Starting 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.
86This is where you can change the left and right margins as required. Check formatting change here: removal of bullet for introductory point.Setting marginsBefore 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.
87Changing 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.
88Activity 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.
89Saving your workHaving 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.
90To 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.
91How to printGo to File.Select Print (make sure that only 1 copy that is selected).Press OK.
92Adding 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.
93How 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.
94Checking 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 wordswords missed or addedincorrect punctuation or grammarpoor layout.
95Activity 8Ask your teacher/tutor for activity 8.
97Purpose of 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.
98Features of a good filing system 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.
99Filing procedures 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.
100Activity 9Ask your teacher/tutor for activity 9.
101Methods of filing – alphabetical Customers files can be arranged in alphabetical order by surname or company name.Rules to follow for people:Surname first – Clark PeterLess comes before more – Clark P Clark PeterMac and Mc treated the same - MacDonald McNulty
102Methods of filing – alphabetical Rules to follow for organisations:Place the word ‘the’ at the end - City Bakeries Ltd, The Sandwich Place, TheNumbers are treated like words - 7 Mile Garage Seven Trees HotelInitials come before full names - SB Animals S & J Upholstery
103Methods of filing – numerical Files are arranged in numerical order with the next customer given the next number.For example:Name Customer number Max Ltd Jones Brothers 101 Brown Partnership 103You can see that the files are in numerical order of customer number and NOT alphabetical order.
104Methods 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:Name Town Max Ltd Aberdeen Jones Brothers Edinburgh Brown Partnership Glasgow
105Ways of storing documents Filing cabinetsHave 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 boxIndex cards are often used for recording individual items of information that can then be easily rearranged and filed.
106Activity 10Ask your teacher/tutor for activity 10.
108The photocopierA 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.
109Meet the photocopier Top paper tray Glass sheet Control panel Paper drawers
110You use the control panel to choose your preferences. These could include:how many copies you requirewhat paper size you want to use.
111Paper drawersMost 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.
112Glass sheetA 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.
113Top paper trayA 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.
114Most photocopiers can enlarge documents in these ways: Enlarging documentsMost photocopiers can enlarge documents in these ways:A4A3A5A4A3A5
115Most photocopiers can reduce the size of documents in these ways: Reducing documentsMost photocopiers can reduce the size of documents in these ways:A4A3A5A4A3A5
116Maintenance - 1A 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.
117Maintenance - 2Cleaning 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!
118Activity 11Ask your teacher/tutor if you can use a photocopier to enlarge a document and reduce a document.
119Office Practice: An Activity Approach Outcome 4 Now that you have completed all the activities, you are ready to do the assessment.Tell your teacher/tutor that you are ready.Good luck!