Transcript Intermediate II - Bannerman High School

Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Describe factors which contribute to the
effectiveness of an organisation
General Administrative duties would include:
Processing Business Documents
Assisting Functional Departments
Making Travel and
Accommodation arrangements
In order to carry out these tasks you will need:
Good IT skills
Good communication skills
Administration – Intermediate II
Job Description
Outcome 1
Introduction •
Duties/Qualities
Communication
•
A job description sets out some background to the post,
the duties and the post holder’s responsibilities and who
their line manager will be.
•
Duties which an Administrative Assistant would be
expected to carry out would include:
Customer Care
Questions
More details relating to a specific job are usually found in
a job description – which will normally include a
complete list of duties.
Photocopying Documents
Filing Documents
Reception Duties
Faxing Correspondence
Answering the Telephone
Word Processing
Administration – Intermediate II
Person Specification
Outcome 1
•
From the job description, a person specification will be
prepared
Duties/Qualities
•
Communication
The person specification identifies the skills, qualifications,
experience and personal qualities required for the job.
•
Each component will usually be classed as essential or
desirable – resulting in a profile of the ideal person for the
job
•
Qualities which an Administrative Assistant would be
expected to have would include:
Introduction
Customer Care
Questions
Well Organised
Able to use Initiative
Patient
Able to work as part of a team
Tactful
Able to work independently
Administration – Intermediate II
Skills Scan and SWOT Analysis
Outcome 1
Introduction •
Duties/Qualities
Communication
Customer Care
Questions
Staff development is vital to ensure that you are doing
your job to the best of your ability.
•
Training and development will also help further your
career and may lead to promotion
•
A Skills Scan is a statement describing your skills,
knowledge and qualities to date – thereby highlighting
areas where training or further development is required.
•
•
A SWOT Analysis is an alternative to a skills scan.
With a SWOT Analysis you identify your areas of strengths
and weaknesses with any opportunities and threats you
face.
Administration – Intermediate II
Outcome 1
Effective Communication
Introduction • Communication is the way information is sent
Duties/Qualities
Communication
Customer Care
Questions
and received
• Business success depends on clear and effective
communications within the organisation (between
colleagues) and outwith the organisation (with
external customers)
Good communications depend on the sender
making sure that the message is:
•Easy to understand and free of jargon
•Sent by an approved method
•Sent to the right person
Administration – Intermediate II
Outcome 1
Features of Good Communication
Introduction
Communication have the following basic features
that determine its quality:
Duties/Qualities
Accurate
The information transmitted must be
correct/accurate
Complete
Timely
Partly communicated information may be
misunderstood
A message that is communicated at the wrong
time is useless
Relevant
Excessive or irrelevant information is
commonly misunderstood, forgotten or ignored
Cost
Effective
The cost of preparing communication and the
time taken to transmit and receive the
information must be justified
Communication
Customer Care
Questions
Meaningful
Information should be communicated using
the most appropriate method and language
for the recipient
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Internal Communication with Colleagues
Internal communication with colleagues will
tend to be informal and less structured
Communication
Customer Care
The most common methods of communication
between colleagues include:
Questions
E-mail
Memo
Regular
Meetings
Administration – Intermediate II
Outcome 1
Communicating with Colleagues
Introduction Effective communication with colleagues will
ensure that:
Duties/Qualities
Communication
Customer Care
• Workflow is smooth within the organisation when
information is clear and concise
• The targeted people receive the information they
require
Questions
Poor communication with colleagues will result
in:
• Employees not having sufficient information to do their
job properly
• This could lead to low staff morale
• and poor team spirit
Administration – Intermediate II
Outcome 1
External Communication with Customers
Introduction
External communication with customers will be
formal and structured.
Duties/Qualities
Communication
Customer Care
Questions
In order to create a consistent image, organisations
will have a house style – a set format and layout for
external communication.
The most common form of external communication
is by letter.
Other methods of communicating with customers
will include:
Reports
Presentations
Administration – Intermediate II
Outcome 1
Communicating with External Customers
Introduction Effective communication with external customers
will ensure that:
Duties/Qualities
Communication
Customer Care
Questions
• Customers are clear about the organisation’s aims and
objectives when information is in a language that is
easily understood
• External customers will have a good image of the
organisation when information is communicated clearly
and effectively
Poor communication with external customers will
result in:
• Loss of business and
• A bad reputation for the organisation
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Methods of Communication
Methods of Communication can be split into 2
broad categories: oral and written.
Oral
Customer Care
Oral or verbal communication
includes:
Meetings
Interviews
Questions
Presentations
Written
Using the telephone
Written communication includes:
Letters
Memoranda
Reports
Adverts
Job Descriptions
Administration – Intermediate II
Outcome 1
Barriers to Communication
Introduction
A barrier to communication is something that
causes the communication to be ineffective:
Duties/Qualities
Communication
Customer Care
Questions
Barriers to communication include:
The message is not
accurately stated or
interpreted
Noise
can be
egcaused
inappropriate
by
Noise
language,
traffic,
a bad
typing
connection,
errors or
unclear
faulty
Peopleline,
explanations
of different
or even clash
ages, of
Differences in perception
personalities
cultures, education and
personality
By
hearing or
canseeing
interpret
what we
Jumping to conclusions
situations
expect
to, differently
people can miss the
The sender must relay the
actual message
Lack of interest
message
in an appropriate
form
Too
much information
can lead
to
appeals
to the interests
andor
thethat
receiver
becoming
confused
Information overload
needs of the receiver
tired
Distortion
Administration – Intermediate II
Outcome 1
Customer Care
Introduction Customer Service is about gaining and retaining
Duties/Qualities
Communication
Customer Care
Questions
(keeping) customers.
In today’s competitive society it is important to
deliver a good-quality product and do so in a way
that exceeds customer’s expectations.
Organisations must:
Provide good communications
Effectively deal with enquiries
Efficiently deal with complaints
Offer excellent after sales service
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Customer Service
Research shows that keeping a current
customer is much easier and cheaper
than attracting a new one.
Good customer service aims to
increase customer satisfaction and
therefore increase customer loyalty.
If your customer asks you a question,
respond appropriately. If they would like
something fixed, then fix it. If they have a
complaint, do everything possible to rectify
it.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Mission Statement
A Mission Statement sets out the
purpose of an organisation.
Creating such a statement helps the
organisation develop a common
understanding of its main task.
From the general targets established in the
Mission Statement, specific policies such as
the customer-service policy can be
developed.
Administration – Intermediate II
Outcome 1
Impact of Poor Customer Service
Introduction
Poor customer service may include the following:
Duties/Qualities
Communication
Customer Care
Questions
• Poor communication
• Lack of opportunity for customer feedback
• Not listening to customer feedback
• Lack of suitable staff training
• Bad impression of organisation created by poor
presentation
• Absence of a clear complaints procedure
If the customer is not satisfied with the
organisation’s product or service he/she will take
their business elsewhere
Administration – Intermediate II
Outcome 1
Poor Customer Service
Introduction
Without good customer service
Duties/Qualities
Communication
Customer Care
Questions
• The organisation will find it difficult to be
competitive
• There will be a lack of repeat business (or
returning customers)
• The organisation will develop a poor
reputation
All of the above will have a negative effect on
income and profits
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Questions
Answer the following
questions on the
worksheet provided.
Communication
Customer Care
Questions
Use the forward arrow
to take you to the first
question.
Use the help
button to
take you to the required slide.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 1
Identify two duties
which an Administrative
Assistant would be
expected to carry out.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 2
Identify two qualities
which an Administrative
Assistant would be
expected to have.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 3
For what purpose would
an Administrative
Assistant use a Skills
Scan?
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 4
Explain the importance
of effective
communication to
colleagues.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 5
Explain the importance
of effective
communication to
external customers.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 6
Explain one possible
consequence for the
organisation of poor
communication with
colleagues.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 7
Explain one possible
consequence for the
organisation of poor
communication with
external customers.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions
Question 8
Explain two benefits to
the organisation of good
customer service.
Administration – Intermediate II
Outcome 1
Introduction
Duties/Qualities
Communication
Customer Care
Questions