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Topics: Customer, Organization, Management Pages: 5 (668 words) Published: February 14, 2014
Level 2 Certificate in Principles of Business and Administration

Unit 2: 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. [AC 1.1]

How / when used

Good. MDA 22/11/12

2. Prepare a brief report advising people on:

How to follow organisational procedures when making and receiving telephone calls The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with). [AC 1.2, 1.3]

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). [AC 2.1]

2. Complete the table below with the following information:

At least two examples of internal mail services that are available to organisations At least two examples of external mail services that are available to organisations [AC 2.2]

Internal mail services
External mail services

3. Describe two methods that you can use to calculate postage charges for mail and / or packages. [AC 2.3]

Section 3 – Understand how to use different types of office equipment

1. Describe the main types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment. [AC 3.1]

2. Explain the purpose of following manufacturer’s instructions when using equipment. [AC 3.2]

3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user. [AC 3.3]

Section 4 – Understand how to keep waste to a minimum in a business environment

1. Explain why waste should be kept to a minimum in a business environment. [AC 4.1]

2. Identify at least two main causes of waste in a business environment. [AC 4.2]

3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this. [AC 4.3]

Section 5 – Know how to make arrangements for meetings

1. Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting. [AC 5.1]

Type of meeting
Main features

Public meetings

Board meeting

Good. MDA 22/11/12

2. When arranging a meeting:

What sources and types of information are typically needed?
How should meetings be arranged?

Section 6 – Understand procedures for organising travel and accommodation arrangements

1. Explain the purpose of confirming instructions and requirements for business travel and accommodation. [AC 6.1]

2. Complete the table below with an outline of the main types of business travel and accommodation arrangements that may need to be made and the procedures that should be followed when doing this. [AC 6.2]

Travel and accommodation arrangements

Purpose of visit

Consider costs

Confirm arrangements before events

Receiving Feedback

3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. [AC 6.3]

Section 7 – Understand diary management procedures

1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons. [AC 7.1]

2. Identify the information needed to maintain a diary system in the workplace. [AC 7.2]

Section 8 – Understand the purpose of delivering effective customer service and how to do so

1. What are the differences between internal and external customers in a business environment? [AC 8.1]

2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer. [AC...
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