Business Administration Essay

1.1 distinguish the different features of resound systems and how to office themTele yell systems watch m all different functions eg hold, transfer, reduce and do a speak. Thousands of organisations use the visit system as it is a authentic and easy expression to contact customers and fellow colleagues. Putting a fore complete on hold forget eachow you leave your work blank space to perhaps collect documents, implore colleagues some questions or find other colleague to deal with the call off. Another function of the tele address is transferring calls, if a client calls the reception desk and occupys for a colleague then you chiffonier transfer the call using the extension lean. This is a fast an effective strategy as it releases you to transfer the call straight a stylus, with no interruptions. Furthermore, another function of the forebode is the ability to ignore a call. Ignoring a phone call isnt professional but sometimes it may occur, a blocked number may c all and then you deliver the choice to either ignore it or answer.1.2 Give reasons for identifying the purpose of a call before making itIdentifying the purpose of the call allows you to prep be yourself before the call. Knowing and planning what you atomic number 18 going to say is an excellent strategy to have. Writing down all of the facts and having the right phone number to call is essential, being confident and shrewd the purpose of the phone call is a great way to channelise that you argon professional. If you dont prepare yourself before a phone call it potbelly come across unprofessional, saying words much(prenominal) as erm and like shows the recipient that you are unsure of the points you are trying to get across.1.3 Describe different ways of obtaining the names and numbers of passel that need to be contactedThere are many different ways to obtain personal information such as the name of a client or their phone number. In working situations you can ask your Man ager, HR, phone directory or even email the client. Human Resources will commonly have a phone book or a vexation card holder that could have the clients name and number. Also your Manager should have a list of clients that they associate with, they can give you the name of the person you are trying to contact and a number. Furthermore, you can look in your organisations phone directory, they should have the clients details in there, on with an email address or a phone number.1.4 Describe how to use a telephone system to make contact with people inwardly and outside an 0rganisation Telephone systems are a great way for colleagues to pass off during working hours. Colleagues are able to transfer and divert calls to each other, or even take messages for each other. Also, it is a quick and easy way to get hold of other colleagues/people. Furthermore, you are able to contact clients and say-so business partners via phone, it is a simple and effective manner of contacting someone th at is intimately hassle free. If you try to call the client/colleague and they dont answer, you can always leave a voice mail with them so they can contact you later on in the day/at a later date.1.5 rationalise the purpose of giving a official image of self and own organisationIt is important to present a positive image of you and your organisation to influence people in pickings you seriously. This attracts the dress hat workforce when employment opportunities arise in the organisation and the best clients when attracting business. All this translates into better returns and a higher profitability for the organisation. You are evaluate to present a positive image of yourself and your organisation because you will be able to listen to and absorb the information that others are giving you, ask questions, when necessary, provide information to other people clearly and accurately, contribute to and allow others to contribute to, discussions, select and read written information t hat contains the information you need, die well in writing, establish good working relationships with other people.1.6 Explain the purpose of summarising the outcomes of a telephoneconversation before ending the callIt is important to sum the outcomes of a telephone conversation so that twain parties agree on what has been said and there are no confusions, objectives are clean and the information is fresh in the mind for both parties to economise down or relay to another call. You cannot see the recipients reactions during the conversation so a verbal confirmation of the outcomes is an essential way to know whether or not someone has misunderstood or has any qualms.1.7 Describe how to identify enigmas and who to refer them toWhen a call comes into the office always take a name (full name if possible and preferably) and the company they are handicraft from, try and obtain from the telephoner either what the problem is. highroad the message along to relevant cater and see wha t information can be found to resolve the problem. If this is not possible try and adjudicate a member of staff who can assistance from the information obtained from the caller eg If there is a payment problem then transfer the phone call to Lauren, she will be able to help the caller with the problem.1.8 Describe organisation structures and parley conduct within an organisationStaff have a role, shared decision making, specialisation is possible.1. Decisions pass down testicle channels from managers to staff members.2. Information flows up formal channels from staff to managers.3. Entrepreneurial decisions are made centrally4. Matrix staff with particular(prenominal) skills join project teams, each individual has a responsibility.5. Independent seen in professions where organisations provide support systems and little elseChannels of communication- communication in organisations learn paths or channels. Communication between managers and subordinates is known asvertical c ommunication this is because the information flows up or down the hierarchy. Channels between departments or functions involve lateral communication. As well as formal channels of communication, information also passes through an organisation informally. Communication is not established until feedback has been received.1.1 Describe how to follow organisational procedures when making a telephone call constantly introduce yourself including name and company you are calling from, if prior know request to talk to the member of staff/department you are calling for. If not explain why you are calling and request help on locating staff that can help. When connected have questions prompt or know exactly what information is required. At end summarise call and recap information to check accuracy.1.2 Explain how to report telephone system faultsBeing as exact as possible will help the fault be restored asap. Take notes such as when did the problem first occur, how frequent is it happening, w hat conditions are occurring, can you restart or specify the equipment ect. Then once you have made a note of these problems/answers you can inform a member of staff of the fault and try contacting dish out providers for assistance.