1. 1 Describe the different characteristics of telephone systems and how to utilize them

Telephone systems have many different maps eg: clasp. transportation. ignore and doing a call. Thousands of administrations use the telephone system as it is a dependable and easy manner to reach clients and fellow co-workers. Puting a call on clasp will let you go forth your work infinite to possibly roll up paperss. inquire co-workers some inquiries or happen another co-worker to cover with the call. Another map of the telephone is reassigning calls. if a client calls the response desk and asks for a co-worker so you can reassign the call utilizing the extension figure. This is a fast an effectual scheme as it allows you to reassign the call straight off. with no breaks. Furthermore. another map of the telephone is the ability to disregard a call. Ignoring a phone call isn’t professional but sometimes it may happen. a out of use figure may name and so you have the pick to either disregard it or reply.

1. 2 Give grounds for placing the intent of a call before doing it

Identifying the intent of the call allows you to fix yourself before the call. Knowing and be aftering what you are traveling to state is an first-class scheme to hold. Writing down all of the facts and holding the right phone figure to name is indispensable. being confident and cognizing the intent of the phone call is a great manner to demo that you are professional. If you don’t fix yourself before a phone call it can come across unprofessional. stating words such as ‘erm’ and ‘like’ shows the receiver that you are diffident of the points you are seeking to acquire across.

1. 3 Describe different ways of obtaining the names and Numberss of people that need to be contacted

There are many different ways to obtain personal information such as the name of a client or their phone figure. In working state of affairss you can inquire your Manager. HR. phone directory or even email the client. Human Resources will
normally have a phone book or a concern card holder that could hold the clients name and figure. Besides your Manager should hold a list of clients that they associate with. they can give you the name of the individual you are seeking to reach and a figure. Furthermore. you can look in your administrations phone directory. they should hold the client’s inside informations in at that place. along with an electronic mail reference or a phone figure.

1. 4 Describe how to utilize a telephone system to do contact with people inside and outside an 0rganisation Telephone systems are a great manner for co-workers to pass on during working hours. Colleagues are able to reassign and deviate calls to each other. or even take messages for each other. Besides. it is a speedy and easy manner to acquire clasp of other colleagues/people. Furthermore. you are able to reach clients and possible concern spouses via phone. it is a simple and effectual mode of reaching person that is virtually hassle free. If you try to name the client/colleague and they don’t answer. you can ever go forth a voice mail with them so they can reach you subsequently on in the day/at a ulterior day of the month.

1. 5 Explain the intent of giving a positive image of ego and ain administration

It is of import to show a positive image of you and your administration to act upon people in taking you earnestly. This attracts the best work force when employment chances arise in the administration and the best clients when pulling concern. All this translates into better returns and a higher profitableness for the administration. You are expected to show a positive image of yourself and your administration because you will be able to: listen to and absorb the information that others are giving you. inquire inquiries. when necessary. supply information to other people clearly and accurately. contribute to and let others to lend to. treatments. select and read written information that contains the information you need. pass on good in composing. set up good working relationships with other people.

1. 6 Explain the intent of summarizing the results of a telephone
conversation before stoping the call

It is of import to summarize the results of a telephone conversation so that both parties agree on what has been said and there are no confusions. aims are clean and the information is fresh in the head for both parties to compose down or relay to another call. You can non see the recipient’s reactions during the conversation so a verbal verification of the results is an indispensable manner to cognize whether or non person has misunderstood or has any scruples.

1. 7 Describe how to place jobs and who to mention them to

When a call comes into the office ever take a name ( full name if possible and sooner ) and the company they are naming from. attempt and obtain from the company either what the job is. Pass the message along to relevant staff and see what information can be found to decide the job. If this is non possible attempt and turn up a member of staff who can assist from the information obtained from the company eg: If there is a payment job so reassign the phone call to Lauren. she will be able to assist the company with the job.

1. 8 Describe administration constructions and communicating channels within an administration

Staff have a function. shared determination devising. specialization is possible.

1. Decisions pass down formal channels from directors to staff members.
2. Information flows up formal channels from staff to directors.
3. Entrepreneurial – determinations are made centrally
4. Matrix – staff with specific accomplishments join project squads. each person has a duty.
5. Independent – seen in professions where administrations provide support systems and small else

Channelss of communication- communicating in administrations follow waies or channels. Communication between directors and subsidiaries is known as perpendicular communicating this is because the information flows up or down the hierarchy. Channelss between sections or maps involve sidelong communicating. Equally good as formal channels of communicating. information besides passes through an administration informally. Communication is non complete until feedback has been received.

1. 1 Describe how to follow organizational processs when doing a telephone call

Always introduce yourself including name and company you are naming from. if prior know petition to speak to the member of staff/department you are naming for. If non explicate why you are naming and request aid on turn uping staff that can assist. When connected have inquiries ready or cognize precisely what information is required. At end summarise call and review information to look into truth.

1. 2 Explain how to describe telephone system mistakes
Bing every bit exact as possible will assist the mistake be restored asap. Take notes such as ; when did the job foremost occur. how frequent is it go oning. what conditions are happening. can you re-start or reset the equipment ECT. Then one time you have made a note of these problems/answers you can inform a member of staff of the mistake and seek reaching service suppliers for aid.