BSBIND201 Work Effectively Business Environment

Learner Instructions 3

(Collect and process information)

Submission details

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.

Submit this document with any required evidence attached. See specifications below for details.

Performance objective

You must be able to collect and process verbal and written communication, complying with organisational policies and procedures.

Assessment description

In a typical office environment, you need to be able to work effectively with others to complete complex tasks.

In this assessment, you will be acting the role of an administrative worker. Your job will require you to answer the telephone, greet customers and process postal and email correspondence.

All tasks must be completed according to the policies and procedures of the organisation. You will be given time in advance to learn the policies and procedures before the assessment commences.

Tasks you will need to perform include:

· answering the telephone

· sorting and responding to email

· sorting and forwarding postal mail.

Procedure

1. Review the scenario below.

2. You will be provided with time to review and learn the policy and procedures for the business (found in the appendices attached to this task), which include:

a. organisational chart and contact list

b. telephone policy and procedure

c. postal mail policy and procedure

d. email policy and procedure.

3. Finally, you must assume the role of administrative worker. You must come to your assessment prepared to collect and process information from phone calls, e-mails and postal mail. When your assessor tells you, the task will begin and you must:

a. check postal mail and email and follow procedure

b. respond to phone calls

c. seek advice, where necessary

Specifications

You must:

· participate in the activity on the date and time specified by your assessor

· come prepared for work on the day of the activity:

· dressed appropriately

· prepared with mobile phone, pens and note pad

· sort postal mail correctly

· forward emails correctly

· send phone messages.

Your assessor will be looking for:

· compliance with all relevant policies and procedures, e.g. using non-discriminatory language

· accurate collection of information, seeking advice from appropriate persons where necessary

· ability to handle more than one task at one time

· completed processing of information within given timeframe

· your seeking clarification when required, in the telephone interview question and answer

· monitor your own progress for tasks, seeking assistance when necessary.

Appendix 1: Organisational chart and contact list

Organisational Chart

· In – In and can be contacted

· DND – Do not Disturb, In a meeting

· Off-site – Working but at another location (available on mobile).

Policy

We receive calls from many of our customers and colleagues. We take pride in ensuring that every interaction is professional, courteous and helpful.

Good telephone manner and message taking procedures are essential for ensuring that our customers receive the service that they deserve.

It is the responsibility of all employees to follow the telephone policy and procedure.

Procedure

Calls to the general telephone number will be answered by reception and transferred to the relevant extension as necessary.

1. Answer the phone before the third ring and greet the caller

2. If they need to be transferred to someone…

3. When taking messages, record:

a. who they want to speak to

b. full name of caller

c. date and time of call

d. contact number

e. other information as specified by the caller.

4. Confirm the details back to the caller, by reading their responses.

5. Ask the customer if there is anything else that you can help them with.

6. End the call.

7. Send an email to the person in question.

Appendix 3: Postal mail policy and procedure

Policy

In order for mail to reach the correct person in a timely manner, it is essential that postal mail sorting and forwarding procedures are followed.

Procedure (postal mail)

1. Check the mailbox daily at 10am.

2. Open all mail.

3. Sort mail into in-trays by:

a. manager

b. sales

c. accounting/purchasing

d. human resources

e. customer service (customer complaints)

f. to be filed (includes newsletters, pricelists and product information).

4. Confidential information must be delivered directly to the person specified.

5. High priority items must be marked urgent and delivered directly to the person/department in question.

Policy

In order for email to reach the correct person in a timely manner, it is essential that email sorting and forwarding procedures are followed.

Procedure (email)

1. Check email three times daily.

2. Read all mail.

3. Forward email to:

a. manager

b. sales

c. accounting/purchasing

d. human resources.

4. When you forward the email, identify the appropriate person’s name from the contact list, and provide some explanation of the email.

5. High priority items must be marked urgent and delivered directly to the person/department in question.

BSBIND201 Learner Instructions 3

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