BOA1 Slides Modules 1-4

Business
& Office
Admin 1
Module 1
The role of the
Receptionist

Profile of a Receptionist
Definition
Someone working in a supporting role in the Admin
Department, specifically appointed to greet visitors.
Primary Tasks
• Greet Visitors
• Make and receive telephone calls
• Scan, print & fax
• Handle e-mails
• Gives information, but maintain
confidentiality
Additional Tasks
• Receive and distribute mail/parcels
• Control access
• Gather information
• Schedule meetings
• Serve tea / coffee
Importance
They create the 1 st impression of an organisation

Qualifications and Qualities
64469 – FETC: Hospitality Reception: L4 (1 year)
65829 – FETC: Reception Operations and Services L4 (1 year)
65830 – Diploma: Reception Operations and Services: L6 (2 years)
Be …
• Culturally sensitive
• Friendly and polite
• Sociable
• Patient
• Sensible and careful
Be able to …
• Control emotions
• Empathise with others
• Work under stress
• Stay calm
• Make quick decisions

Make and receive
telephone calls
Preparation
1. Train everybody to answer the phone
in the same way
2. Give voice exercises to do
3. Give headset / speakerphone training
4. Standardize voicemails messages
5. Practice!
Approach
1. Answer calls Promptly
2. Display a positive attitude
4. Give your full attention to the caller
5. Strive to solve the caller’s problem
6. Know when and how to say “no!”
7. Remain Professional
Methodology
1. When answering, ID Yourself by giving your
name and the company’s name
2. When calling, also state the reason for the call
3. Answer a transferred call by giving your name
and the function / department
4. Speak in a clear and understandable manner
5. Establish a personal connection by asking the
caller’s name, company and purpose of call
6. Use the caller’s name / title
7. Use active listening to gain information
8. Confirm that …
• You got all the correct information
• You understand the request
• You communicate the proposed solution
• Get the callers’ correct contact details
9. End the call politely

E-mail skills
Do …
1. Keep it short
2. Read and respond swiftly
3. Spell correctly
4. Make it personal
5. Use templates
6. Structure it well
7. Attach the thread
8. Add disclaimers
9. Read before you send
10. Use BCC for bulk
11. Consider the size
12. Use a good subject
13. Use active voice
14. Write gender neutral
15. Use CC sparingly
16. Have an E-mail policy
Don't …
1. Attach to much
2. Write in capitals
3. Overuse “High Priority” etc.
4. Reply to all
5. Overuse abbreviations / emoticons
6. Request read receipts
7. Recall a message
8. Copy / forward without permission
9. Discuss confidential info
10. Be offensive
11. Forward junk
12. Reply to spam

Handling Faxes
Stand-alone faxes have been replaced by integrated
fax servers that can also print, scan and e-mail
Fax components & process
• The image scanner converts the doc. Into a digital image
• The modem send the image to another device via a phone line
• The printer prints a copy of the sent document
Fax security
• Phone the recipient before faxing
• Avoid sending confidential messages by fax as far as possible
• Scanning and E-mailing might be a better option
• Sending original documents via courier is most secure
• Control access to fax machines
• Keep the fax delivery report as evidence od delivery
• Make sure the tel. / fax number and 20 character CSI
number is correct

Maintain Confidentiality
1.Take responsibility
2.Adhere to fidelity duties
3.Keep to agreements
4.Don’t act in anger
5.Be careful in the cloud
6.Keep passwords secret
7.File regularly
8.Lock cabinets
Remedies against breaches of confidence
1.Get an interdict that restrains the use /
disclosure of the information
2.Get an order requiring the return of the
information
3.Get an order allowing the search and
seizures of documents/products
4.Ask for an account of profits
5.Claim damages to compensate the owner

Business
& Office
Admin 1
Module 2
Handling Mail

Types of Mail
Letters
Small
Medium
Large
Post Cards
23.5 x 12cm & 50g
25 x 17.6cm & 1Kg
35.5 x 25cm & 1Kg
35.5 x 25cm & 10g
VS
Parcels
Small
Medium
Large
Tube
20 x 18 x 8cm
30 x 23 x 12cm
40 x 23 x 13.5cm
70 x 62 x 150cm
Volumetric Weight =
(L x W x H) / 5000
(SAPO)
• Bulk mail qualifies for discounted postage
rates, subject to a minimum number of pieces
• Business reply mail allows customers to apply
at no costs
• Certified mail requires a signature and the
record of delivery is kept by the mail company
• Registered mail can be tracked and insured
• Fast Mail is not guaranteed
• One day delivery within same city / town
• Two day delivery for other domestic
destinations
• Postal companies can provide special services
for businesses
Registered and Insured Letters
Registered Only
• Track and trace
• Basic compensation
• ID and Signature on delivery
• Proof of acceptance
Registered and Insured
• Additional insurance
• Proof and advice of delivery
Postal companies can provide
Domestic Mail or International Mail
services (or both)

Addressing an Envelope

Receiving and dispatching
mail
Deal with Incoming Mail
1. Receive the collected or
delivered mail
2. Record the mail in an entry
book
3. Stamp the mail with reference
number, entry number and
date
4. Distribute the mail to
departments & individuals
5. Clear the mail according to
priority and urgency
Deal with Outgoing Mail
1. Draft the mail OR Collect
from departments
2. Record the mail in a
dispatch book
3. Address and stuff
envelopes
4. Stamp the mail
5. Dispatch via messenger or
courier OR Distribute
internal mail

Receiving and dispatching
parcels
Receiving Parcels
1. Compare items with the
Waybill & PO
2. Check for correct
quantity & quality
3. Sign the Waybill and
keep a copy
4. Identify and label each
item
5. Record the delivery in
the Receiving Log
6. Send a copy of the
signed Waybill to
accounts
7. File the master copy
Sending Parcels
1. Wrap parcel
2. Complete collection and
delivery addresses
3. Select required service
4. Indicate delivery time
5. Complete parcel details
6. Accept quote
7. Print waybill
8. Hand to currier
9. File signed copy of
waybill
10. Track parcel
Volumetric Weight = (L x W x H) / 5000*
* SAPO

Handling a suspicious parcel
Suspicious Packages
1. No return address
2. Strange smell
3. Protruding wires
4. Restrictive markings
5. Leaking
6. Stains
7. Bad spelling
8. Bad handwriting
9. Excessive postage
10. Heavy
11. Etc.
Protocol
1. Do not handle, shake, smell or taste
2. Leave it where it is
3. Evacuate the room
4. Lock the door
5. Alert security
6. Wash hands
7. Wait in a safe place

General Mail Security
1. Set clear mail security policies and procedures
2. Train mail centre staff in the policies and procedures
3. Notify customers of steps taken to ensure mail safety
4. Control employees’ and visitors’ access to the mail centre
5. Lock / secure outside doors (subject to safety requirements)
6. Limit deliveries to a restricted, defined area
7. Locate rest areas away from the mail centre facilities
8. Use video cameras inside and outside the facility/docks
9. Designate a dedicated mail handling centre
10. Install a separate ventilation system for the mail centre
11. Assure emergency shut-off of ventilation system is possible
12. Make personnel protection equipment available

Courier Services
Couriers provide specialised message,
package and mail delivery services
Point to Point Model
Hub and spoke model
VS
A point-to-point network connects
locations directly to each other. The route
itself may, or may not, be direct.
• Cheaper
• Requires careful management
• Quicker over short distances
A hub-and-spoke network connects
every location through a single
intermediary location, the hub.
• Easier to automate
• More expensive
• Delivery times are more certain

Business &
Office Admin 1
Module 3
Record Management
Systems

Record Management Program
Formalise a record
management policy
Put procedures and
systems in place
Maintain Control
File Plan
Sets out the
Arrangement, Storage,
Retrieval and disposal of
all correspondence files
Record Control Schedules
• For paper-based records
(other than correspondence
files)
• For microfilm records and
projects
• For electronic records (other
than the electronic
correspondence system)
• Schedule for audio-visual
records
• Register of opened
files
• Register of disposal
directives
• Destruction register

Good filing systems
Characteristics
1. Logical – The method and reasoning must be clear
2. Practical – Files must be easily identifiable
3. Simple – It must be easy to learn
4. Functional – Files must be easily retrievable
5. Retention-conscious – Older files must be moved to archives
6. Flexible – Must be expandable when needed
7. Standardised – One set of rules with one meaning
8. Able to identify problems – Deal with problems quickly
Broad Classification
1. Alphabetic: According to letters of names, places, subjects etc
2. Numeric: According to numbers in some logical order
3. Alphanumeric: According to a combination of letters and numbers

Manual vs Electronic
Filing Systems
Manual System
• Requires no IT skills
• Can store all types of paper records
• Can only be reorganised
• Scanning and reviewing is easier
• Requires a separate cross reference/
catalogue system
• No back-up systems
• System can be changed at will
• Management of large projects is difficult
• Largely static
• Largely passive
• Few legal restrictions
Electronic System
• Require some IT skills
• Can only store digital records
• Can be reorganised & manipulated
• Scanning and reviewing is more difficult
• Cataloging and cross referencing is done
automatic
• Back up is common / essential
• Changes requires reconfiguration
• Makes the management of large projects
easier
• Very dynamic
• Allows for active interaction
• More legal restrictions

Manual Filing Systems
1. Hanging files - Can be stored in specially-fitted desk
drawers or filing cabinets – Good for A4 pages an letters
2. Box files - Can be stored on shelves of sufficient height
and depth – Good for bulky materials
3. Card files - Can be stored in special storage boxes or
rotary files – Good for smaller records
4. Loose-leaf binders or folders – Can be stored in easy
access areas – Good for punched sheets of paper,
booklets and transparencies
5. Concertina files - Large box files with concertina pockets
– Good for all flat materials
6. Personal organisers – Serves as both a diary and a
storage system for personal and professional information

Alphabetic Filing
Systems
By Personal
Names
By Government
Names
By Institutional
Names
• Arrange according to surnames first, then initials
• Department name first, then according to province, town etc.
• Type of institution, like hospitals,, schools, financial institutions
etc. first, and then the name of the institution
By Subject • Arrange according to topics or categories, instead of personal
names
By Subject
Codes
By Geographic
Location
• Requires that an index be drawn up first and everybody stick to
that index
• Start with country, then province, city, suburb etc.

Numeric Filing
Systems
Straightnumeric
Duplexnumeric
• Files are arranged from the lowest to the highest number
• Uses two or more sets of code numbers
• Sets are separated by dashes, commas, periods or spaces
Chronological • Uses numeric dates as the indexing units (YYYYMMDD)
• Used for records that are called for by date of receipt or action
Terminal-digit • The last digit is the primary unit used for filing
• It can accommodate large volumes of records
Middle-digit • The middle digit is the primary indexing unit
• Middle digits first, then the extreme left and lastly the extreme
right side of the number
Decimal
numeric
• This is based on ten general categories
• Each is divided into ten parts that are then subdivided into ten
subunits

Direct vs Indirect
Access Systems
Direct Access System
• Direct access to files
• Browsing is allowed
• Time is saved
• Difficult with large volumes
• Confusion occurs with similar files
• Requires strict filing rules
• Duplication of records happens easily
Indirect Access System
• Better security!
• Good for large volumes
• Duplication is avoided
• Requires a separate index / codes
• Accuracy only as good as the index
• Maintaining the system is time-consuming
• Browsing of files is less likely

Reprographics
The reproduction and handling of copy
documents from creation to distribution
Duplicating
Making an identical copy, using the
original (master), that will look exactly
like the original
Copying
Reproducing something similar, using
the original or another copy, that does
not look exactly like the original
Jogger
Binding Machine
Lettering Machine
Laminating Machine
Aligns sets of paper before stapling or binding
Prepares multi page documents
Produces professional title pages
Coats pages with a protective clear plastic

Duplication Methods
Spirit duplicating
(Ditto machine or
Banda machine)
Stencil
duplicating
Offset
duplicating
(Lithography)
• A low-volume printing method used mainly
by schools and churches
• “Spirit duplicator” refers to the alcohols
which were a major component of the
solvents used as ‘inks’ in these machines
• Ink passes through finely cut images on a
very thin sheet of cellulose paper
• lightly coated with a special wax
• An ‘in-house’ print facility delivering high
quality prints
• Long print runs of several thousand copies
can be set up

NB for A1
Internal Control
Elements
Establish Control Environment Assess Risks Implement Control
Activities Inform and Train Monitor Systems
Establish Control Environment A1Q3.1
• Maintain a high degree of integrity
• Be commitment to competence
• Display your leadership philosophy
• Delegate authority responsibly
• Have good policies and procedures
Implement Control Activities
• Approvals & authorisations
• Verifications & recons
• Performance reviews
• Security of assets
• Segregation of duties
Inform & Train
Assess Risks
• Set Operations objectives
• Set Financial Reporting objectives
• Set Compliance objectives
• ID and analyse risks
• Evaluate risks
Monitor Systems
• Implement effective supervision
• Report deficiencies immediately
• Document events clearly
• Analyse the effectiveness of the
systems continuously

Business &
Office Admin 1
Module 4
The Role and
Functions of
Secretary

Junior Secretarial Careers
Switchboard Operator
• Project the business’ image
• Take incoming calls
• Have a pleasant voice and tone
• Help with other office work
Receptionist Secretary
• Be professional and punctual
• Answer telephone when needed
• Receive visitors
• Handle petty cash
• Control couriers and messengers
• Responsible for reception area
• Take accurate messages
Typist / Dictaphone typist
• Type fast and accurately
• Do large volumes of work
• Work to deadlines
• Duplicate and copy documents
• Do general office work

Senior Secretarial Careers
Senior Admin Assistant
• Distribute mail
• Do some bookkeeping work
• Coordinate schedules /
appointments
• Plan meetings and functions
Management Assistant
• Work for senior management
• Supervise subordinates
• Management skills – In charge
in manager’s absence
• Reliable character
Legal Management Assistant
• Make appointments
• Maintain filing system
• Prepare legal documents
• Draft invoices
• Handle enquiries / receive
clients
• Deal with conveyancing
doc’s

Secretaries in Management
Office Co-ordinator
• Good communicator
• Co-ordinate diaries and meetings
• Host corporate functions
• Deal with confidential matters
• Responsible for key doc’s
• Can handle pressure and is accurate
• Can be firm when needed
Executive Personal Assistant
• Accompany senior on business trips
• Own junior staff
• Speak on behalf of senior
• Stay up to date with developments

Secretary: Skills Categories
Category
Technical skills
Organisational skills
People skills
Duties
• Take dictation
• Write/type business communications
• Telephone skills
• Numeracy skills
• Keep diaries
• Make travel arrangements
• Plan functions/events
• Manage Time
• Work with/relate to staff/customers/clients
• Give instructions and delegates
• Create a good 1 st impression
• Use positive non-verbal behaviour
• Receive visitors with/without appointments

Basic Telephone Skills
Preparation
1. Train everybody to answer the
phone in the same way
2. Give voice exercises to do
3. Give headset / speakerphone
training
4. Standardize voicemails
messages
5. Practice!
Approach
1. Answer calls Promptly
2. Display a positive attitude
3. Give your full attention to the
caller
4. Strive to solve the caller’s
problem
5. Know when and how to say
“no!”
6. Remain Professional
Methodology
1. When answering, ID Yourself by giving your
name and the company’s name
2. When calling, also state the reason for the
call
3. Answer a transferred call by giving your
name and the function / department
4. Speak in a clear and understandable manner
5. Establish a personal connection by asking the
caller’s name, company and purpose of call
6. Use the caller’s name / title
7. Use active listening to gain information
8. Confirm that …
1. You got all the correct information
9. You understand the request
10. You communicate the proposed solution
11. Get the callers’ correct contact details
12. End the call politely

Advanced Telephone Skills
Putting someone on hold
1. Get permission beforehand
2. Only when it is completely
necessary
Use Non-verbal Skills
1. Start smiling before you
answer
2. Put a smile in your voice
3. Think of the caller as your best
friend
4. Regard every call as a welcome
break
5. Sit up straight - Feet on the
floor
6. Don't slouch
7. Respect all callers equally
8. Stay focused
9. Project a positive, upbeat
image
Transferring calls
If you can’t resolve an issue over the
telephone
1. Transfer the call to someone who can
help
2. First confirm the other person is
available
3. Or give the caller the person’s
contact information
4. Give an approximation of when the
enquiry will be resolved
Benefits of a headset
1. Productivity – It frees up both hands
2. Performance – Your voice will stay the
same
3. Physiology – No more neck or back
pain

Deal with Difficult Callers
1. Stay friendly, keep cool and move
things along - It’s not personal!
2. Work as quickly as possible
3. Listen to the entire story first
4. Apologize
5. Make sure you understand
6. Try to solve the issue ***
7. Compensate the customer if you can
***
• Solve those problems you can
• Don’t make promises you cannot
keep
• If you can’t solve the problem
• Quickly consult your manual
• Ask a co-worker or manager for
help
• Transfer only with permission
• If a person is already frustrated, excessive
hold times will only make it worst
• An online shopper that doesn’t get helped
fast enough, may abandon their purchase
• Don’t interrupt the caller
• Don’t cut them off.
• Make notes
• Ask for clarification once they are finished
• Apologize for any problem or inconvenience
• Be sincere
• Assure him or her that you’re going to assist
them
• Undertake that together you will work to
solve the issue
• Look at your notes
• Confirm that you understand the details
• Offer a freebee
• It’s easier to retain a customer than finding a
new on

Delegation
Reasons for delegation
• Easing the secretary’s personal workload
• Creating more time to support the manager
• Developing junior staff through opportunities and challenges

Secretarial Qualities
Thinking Tools
• Sensible - Practical Thinker
• Insightful - Anticipates Problems
• Discreet - Think before speaking
• Tactful - Truthful without hurting
Relational Tools
• Peacemaker - Mend relationships
• Considerate - Think of others
• Resilient - Can take criticism
• Humble - Can apologise & forgive
Attitude
• Enthusiastic - Positive about tasks
• Humorous - Understand intentions
• Graceful - Looks calm
• Composed - Doesn’t show anger
Work
• Adaptable - Can make a plan
• Loyal - Defends the manager
• Patient - Listens before acting
• Confident - Speaks up

The Reception Area
Smart Branding
• Branded Sweets
• Branded pens to take away
• Light up your logo
• Branding on partitioning and doors
• Show off your awards
Good Information
• Highlight your company charity
• Display regulatory info
• Have clear signs
• Display your social media names
• Put out industry literature
Social Awareness
• Have disabled access
• Smile & be friendly
• Make water & tea available
• Make free WIFI details visible
• Have 24-hour news TV
Clever Ergonomics
• Good natural and artificial Light
• Big & bold real plants
• Display good art
• Go for durable furniture
• Have suitable desk heights