Business Administration Essay

1.1 Describe the different features of tele border systems and how to hire themTele promise systems consent m all different puzzle outs eg hold, transfer, prune and making a bring forward. Thousands of organisations use the headphone system as it is a reli fitting and easy way to contact clients and fellow participators. Putting a call on hold ordain allow you leave your work space to perhaps collect documents, ask colleagues some questions or find another colleague to deal with the call. Another function of the telephone is transferring calls, if a client calls the reception desk and asks for a colleague then you can transfer the call using the extension number. This is a fast an trenchant strategy as it allows you to transfer the call straight away, with no interruptions. Furthermore, another function of the telephone is the ability to ignore a call. Ignoring a phone call isnt professional but sometimes it may occur, a blocked number may call and then you have the choice t o 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 atomic number 18 yourself before the call. Knowing and planning what you atomic number 18 exhalation 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 knowing the purpose of the phone call is a great way to show that you are professional. If you dont prepare yourself before a phone call it can coif across unprofessional, saying words such as erm and like shows the receiving system that you are unsure of the points you are trying to get across.1.3 Describe different ways of obtaining the fixs and numbers of people that need to be contactedThere are many different ways to obtain personal study such as the name of a client or their phone number. In working situations you can ask your Manager, HR, phone directory or even email the c lient. Human Resources allow forusually have a phone book or a business 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, along with an email address or a phone number.1.4 Describe how to use a telephone system to make contact with people inside and outside an 0rganisation Telephone systems are a great way for colleagues to communicate 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 potential business partners via phone, it is a simple and effective manner of contacting someone that is virtually 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 mean solar day/at a later date.1.5 Explain the purpose of giving a positive image of self and own organisationIt is important to present a positive image of you and your organisation to influence people in taking you seriously. This attracts the best workforce when employment opportunities arise in the organisation and the best clients when attracting business. completely this translates into better returns and a higher profitability for the organisation. You are expected to present a positive image of yourself and your organisation because you will be able to see to and absorb the info 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 lead written information that contains the information you need, commu nicate well in writing, establish good working relationships with other people.1.6 Explain the purpose of summarising the outcomes of a telephone conference before ending the callIt is important to summarise the outcomes of a telephone conversation so that both 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 write 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 problems 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 call from, try and obtain from the caller either what the problem is. Pass the message along to relevant staff and see what information can be establish to resolve the problem. I f this is not possible try and locate a member of staff who can help from the information obtained from the caller eg If there is a wages 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 communicating channels in spite of appearance an organisationStaff have a role, shared decision making, specialisation is possible.1. Decisions pass down conventional 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 specific skills join project teams, each individual has a responsibility.5. self-sufficient seen in professions where organisations provide support systems and little elseChannels of communication- communication in organisations follow paths or channels. Communication between managers and subordinates is known asvertical communication this is because the information flo ws 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 complete until feedback has been received.1.1 Describe how to follow organisational procedures when making a telephone callAlways 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 wherefore you are calling and request help on locating staff that can help. When connected have questions ready 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, what conditions are occurring, can you restart or res et 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 answer providers for assistance.