1. Admin Services Int 1/2-Outcome 11 Outcome 1 - factors which contribute to the effectiveness of the organisation

2. 2 Duties and Qualities of an Admin Assistant Duties - eg: Handle enquiries Electronic file management Making travel arrangements Answering telephone E-mail Qualities - eg: Standard Grade Admin Experience of ‘Office’ Communication skills Problem solving Able to work on own and/or part of a team

3. Admin Services Int 1/2-Outcome 13 Job Description and Person Specification  examples

4. Admin Services Int 1/2-Outcome 14 Job Description and Person Specification  descriptions Job Description: Purpose of the job Duties and tasks to be performed Responsibilities of the job holder Who the job holder is responsible to/for Person Spec: Skills needed Qualifications needed Experience needed Qualities needed Often split into essential and desirable

5. Admin Services Int 1/2-Outcome 15 Identifying current skills and gaps in skills: Why do we need to do this? Learn new skills Do your job better Get promotion Enjoy your job better Note: many people don’t like assessing their own skills and qualities!

6. Admin Services Int 1/2-Outcome 16 Skills scan c list showing skills/knowledge + how far you have mastered them eg Identifying current skills and gaps in skills:

7. Admin Services Int 1/2-Outcome 17 SWOT analysis Identifying current skills and gaps in skills: Strengths: Good at? Good Skills/ qualities? Weaknesses: Bad at? Bad Skills/ qualities? Opportunities: Promotion? New job? Threats: Changes (esp IT)? Can you adapt?

8. Admin Services Int 1/2-Outcome 18 Effective Communication Features of GOOD communication: accurate - correct complete – not missing/short timely – must get it in time! relevant – to the audience cost effective – cost must be justified meaningful – use correct method/language

9. Admin Services Int 1/2-Outcome 19 Effective Communication INTERNAL communication: With colleagues Usually informal E-mail, memo, meetings EXTERNAL communication: With customers Formal and structured Letters (using house-style), reports, presentations

10. Admin Services Int 1/2-Outcome 110 Methods of communication: Oral (verbal) Quick and direct Cheaper Allows discussion Feedback Non-verbal cues eg body language Flexible – change to suit Sensitive – for personal matters

11. Admin Services Int 1/2-Outcome 111 Methods of communication: No record Can be interrupted or distracted Personality clashes Emotions eg angry at something If large numbers Oral (verbal)

12. Admin Services Int 1/2-Outcome 112 Methods of communication: Permanent record Everyone received same information Can re-read Read at own convenience Better if many points to be covered Written

13. Admin Services Int 1/2-Outcome 113 Methods of communication: Time – to prepare/send letter Inflexible – no immediate feedback or interaction No non-verbal cues Inaccessible/difficult for some eg dyslexia Written

14. Admin Services Int 1/2-Outcome 114 Barriers to Communication How well you listen Like/dislike for other people Distorted message – not understood Noise – physical, technical, social, psychological Perceptions Jump to conclusions No interest - must be in correct form to appeal to needs of reciever Too much information (overload)

15. Admin Services Int 1/2-Outcome 115 Effect of Poor Communication?

16. Admin Services Int 1/2-Outcome 116 Mission Statement  Sets out the purpose of organisation Why? Allow staff to identify with the objectives of the org. Establishes a sense of purpose Allows policies to be established

17. Admin Services Int 1/2-Outcome 117 Customer Service  Gaining and retaining customers How? Good communication Be nice/good service Answer questions/enquiries Fix problems/things Deal with complaints After sales service

18. Admin Services Int 1/2-Outcome 118 Customer Service What is POOR Customer Service? Not listening to customers Poor communication No opportunity for customer comment/feedback Poorly trained staff No/unclear complaints procedure Bad impression/presentation

19. Admin Services Int 1/2-Outcome 119 Customer Service Benefits of Good Customer Service? Customer loyalty Good reputation Remain competitive Increase customers Become market leader Survive!

20. Admin Services Int 1/2-Outcome 120 Consumer Rights: Trade Descriptions Act 1968 - Description of product must be accurate. eg leather jacket must be leather Consumer Credit Act 1974- Protection for customers buying on credit eg. Must get written credit agreement, details of payment dates, method, etc. Cooling-off period.

21. Admin Services Int 1/2-Outcome 121 Consumer Rights: The Sale of Goods Act 1979 - Products must be a ‘satisfactory quality’, last a reasonable time, be ‘as described’ be ‘fit for purpose’. If not - can demand money back from RETAILER! Consumer Protection Act 1987 - Price must be accurately displayed + goods must be safe (meet safety standards).

22. Admin Services Int 1/2-Outcome 122 Consumer Rights: The Consumer Protection (Distance Selling) Regulations 2000 - For customers who order over the phone, mail order, fax, digital TV, etc Eg written info pre sale, cooling-off period, refund in goods not deliver on time (or 30 days), protection against credit-card fraud.