Creating letters – the Admin Assistant will be required to type letters for a variety of reasons eg. Informing customers of a new product; responding to a customer complaint; requesting new stock from a supplier.
Creating Memos - memos are often used to remind others of meetings or update fellow workers on decisions. This is a very informal way of communicating with others within the organisation.
Creating Reports – Admin Assistants could be asked to create a report which is a very detailed, professional document. For example, if your school was requesting a new building, then Senior Management would have to prepare a report detailing why the school requires a new building, ideas for the new site, who the builder would be etc. A Report is a very detailed document.
MANAGING THE RECEPTION AREA
There are many tasks the Admin Assistant would perform. For example:
Work on the switchboard – make sure all telephone calls are dealt with.
Ensure security measures are taken by providing all visitors with security passes.
Arrange appointments – use an electronic diary for accuracy.
Manage the visitor sign-in/sign-out book.
Deal with any enquiries – any questions that visitors may have.
In Admin Services Outcome 3 you will learn in greater detail the role of the Human Resources Department however at this stage reference must be made to the 2 documents which are used to employ the best candidates for the job:
There are some barriers which prevent communication being effective:
The organisation has a TALL structure which means that there are many levels of communication – lots of levels of management. This will result in information taking a long time to filter through and may even result in the wrong information being communicated.
Too much information communicated at the one time can be very difficult for an individual to understand and process.
The wrong choice of communication may be chosen.
If there is too much jargon used then the audience will switch off as they will not understand what is being communicated.
The method of communication may be ineffective. For example, if using electronic methods of communication there may be technical faults resulting in loss of data.
The information may not be accurate or concise therefore the audience will find it difficult to understand.
The information can be referred back to at any time as a record of what was discussed is made. This is very important if you need to check what decisions were made or who was given responsibility for certain tasks.
Information which is written down is done so in a very concise and meaningful manner – very easy to understand exactly what is being communicated.
Individuals have more time to read and study the information – able to process it more effectively.
Time is required to provide written information which is of value.
Feedback is not immediate and can often take a long time for the sender to gauge other’s opinions/thoughts on what was communicated.
Some individuals may find it difficult to understand written information.
If the organisation loses its customers then it will very quickly fail!
The organisation needs its customers in order to be successful and grow.
There are many ways in which poor customer service can occur:
Ignoring customer feedback.
Not having a customer care policy.
Having a poor appearance – lack of cleanliness; disorganised.
Poor communications with customers.
Unqualified staff who are unable to help customers with their problems.
Ultimately, if the organisation gains a reputation for having poor customer service then this will result in customers leaving to go to their competitors and the organisation will find it very difficult to survive.