Principles of Providing Administrative Services
Section 1 – Understand how to make and receive telephone calls
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Feature How / when used
1.Conference calls
Conference calls make it possible to speak to multiple people simultaneously. This is extremely useful when the people required to be involved in the call are based all around the country.
2. Call back
Call waiting is extremely useful when you are waiting for an important call. When taking a call from one person, this feature alerts you if another person is trying to get through.
3. Answer phone An answer phone gives people the ability to leave a message for someone unavailable to take a call.
2. Prepare a brief report advising people on:
• How to follow organisational procedures when making and receiving telephone calls
Making calls
1. Confirm the name and number of the person to be contacted.
2. Identify the purpose of the call.
3. Have a pen/pencil and some paper at the ready, to take down any relevant information including recording the time and date of the call.
4. Make the call.
5. Ensuring you have a polite tone and without speaking too quickly inform the recipient who you are and tell them the purpose of your call.
6. Communicate information to achieve the purpose of the call.
Receiving calls
1. Do not let the phone ring too long (ideally answer within 2 rings).
2. Always have a pen/pencil and some paper to take down the callers details and any relevant information including recording the time and date of the call.
3. Greet the caller according to the company guidelines (hello, company name, your name speaking, how can I help etc)
4. If the person the caller would like to speak to is unavailable be sure to take down the caller’s details and a brief description of what the caller wants.
• The purpose of giving a
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Feature How / when used
1.Conference calls
Conference calls make it possible to speak to multiple people simultaneously. This is extremely useful when the people required to be involved in the call are based all around the country.
2. Call back
Call waiting is extremely useful when you are waiting for an important call. When taking a call from one person, this feature alerts you if another person is trying to get through.
3. Answer phone An answer phone gives people the ability to leave a message for someone unavailable to take a call.
2. Prepare a brief report advising people on:
• How to follow organisational procedures when making and receiving telephone calls
Making calls
1. Confirm the name and number of the person to be contacted.
2. Identify the purpose of the call.
3. Have a pen/pencil and some paper at the ready, to take down any relevant information including recording the time and date of the call.
4. Make the call.
5. Ensuring you have a polite tone and without speaking too quickly inform the recipient who you are and tell them the purpose of your call.
6. Communicate information to achieve the purpose of the call.
Receiving calls
1. Do not let the phone ring too long (ideally answer within 2 rings).
2. Always have a pen/pencil and some paper to take down the callers details and any relevant information including recording the time and date of the call.
3. Greet the caller according to the company guidelines (hello, company name, your name speaking, how can I help etc)
4. If the person the caller would like to speak to is unavailable be sure to take down the caller’s details and a brief description of what the caller wants.
• The purpose of giving a