OFFICE PRACTICES

Course CodeVBS102
Fee CodeS1
Duration (approx)100 hours
QualificationStatement of Attainment
Improve Your Office Skills
 
Some who do this course may end up working exclusively in an office; but for others, it may only be part of their work -now or perhaps in the future.
 
Most jobs today do require some office work.Anyone who manages a public or private enterprise; or runs their own business, will have to undertake office work.  If you understand the equipment and processes involved, you can do that work more effectively.

Learn the skills and knowledge necessary for the operation of an office.

Lesson Structure

There are 6 lessons in this course:

  1. The Modern Office
    • scope of office work
    • procedures
    • the home office vs commercial premises, etc.
  2. Communication Systems
    • using the phone
    • business letters
    • faxes
    • couriers
    • postage, etc.
    • Interpersonal Communications
    • Phone Skills
  3. Writing Letters and Other Documents
    • writing Letters and Reports.
    • structure of a report
    • memos
    • business letters.
  4. Computer Applications
    • scope & uses of computers
    • types of computers
    • software types
    • peripherals
    • word processing
    • CD Roms
    • modems
    • setting up and care of a PC.
  5. Office Organisation and Procedures
    • Stationary
    • office furniture
    • paper specifications
    • filing
    • record keeping etc.
  6. Health and Safety in the Office
    • Office layout and organization
    • security.

Each lesson culminates in an assignment which is submitted to the school, marked by the school's tutors and returned to you with any relevant suggestions, comments, and if necessary, extra reading.


 
How Do You Use an Office Telephone?

People can appear slightly different on the phone to what they do in real life. When people phone a business, they cannot see you, so will rely on your verbal cues and how you answer the phone. The phone is often the front line of a business. If communication is effective, the business does better.

Here are a few examples of bad telephone techniques:

A customer waiting for 20 rings before you answer the phone – they may wait or they may give up and go elsewhere!

Answering the phone in an impatient manner, sounding impatient when answering questions or relaying information to a customer gives the impression that you are too busy to answer the phone or meet the customer’s needs. This approach leaves a bad impression and also (often) a disgruntled customer - because it tells the customer that their call is not important.

Answering the phone and then not knowing enough about the product/s or the service on offer can also give the customer negative feelings about the business.

Whenever we deal with a customer over the phone, we should give them our full attention because they are important.  If we do not have customers:

  • We do not sell our goods or services,
  • We do not make money, 
  • We go out of business
  • We do not have a business.

Many businesses seem to lose sight of this and treat their customers as an inconvenience.

So in order for your business to succeed:

  • Answer phones promptly.
  • Always give your customers your full attention.
  • Be polite, courteous and interested in what they are saying. 
  • Know your product or service.
  • Follow up on your promises promptly.
  • Be honest in your approach.

Try to help them as much as you can. If you cannot help them for any reason, tell them that and then say you will get someone to call them back as soon as possible. Then make sure that the other person does phone them back - but do not make promises you cannot keep. It is better for a customer to be told – “Well, Suki is off on holiday until Tuesday and she is the person you need to speak to, so I will make sure she calls you on Tuesday”. Then to be told “I’ll get someone to call you right back” and the customer is waiting for three days. So do be honest.

Make sure that you do what you say you are going to do:

  • If you promise to post something to them that night - sure you do it.
  • If you promise to email them with some information that day, then do it. 

Get into the habit of dealing with enquiries straight away if you can.  Day to day business can sometimes be distracting. You may be working hard on something and a customer phones up and wants a brochure posted to them. You put their address on a piece of paper to do later. You lose it or it gets left for three days. You can then end up losing customers this way. So do it there and then, if you can and if not then do it as soon as possible. 

Many businesses now use call answering services where the customer is put through a variety of options:
Press 1 if you want to talk about your current account.
Press 2 if you want to talk about your savings account.
Press 3 if you have a complaint.
Press 4 if you want to close your account

Now
Press 1 if you want to talk about an overdraft
Press 2 if……
And so on and so on….
These types of answering services do have their place. They can be effective for larger businesses to ensure that the customer is directed to the right department. But they can be very frustrating for customers, particularly if they are then kept waiting. 

Think carefully about whether this is the type of answering service you should use – is it applicable to your business? Remember if you are a smaller business this may not be the best approach. People do still like to hear a friendly voice on the other end of the phone.

Meet some of our academics

David CrothersChartered Accountant with 20 years experience in corporate and financial roles. David has a FCA, GAICD, B.Sc.Econ (Hons), Cert IV TAA. Extensive international experience in business and finance.
Denise Hodges Promotions Manager for ABC retail, Fitness Programmer/Instructor, Small Business Owner, Marketing Coordinator (Laserpoint). Over 20 years varied experienced in business and marketing. More recently Denise studied naturopathy to share her passion for health and wellness. Denise has an Adv.Dip.Bus., Dip. Clothing Design, Adv.Dip.Naturopathy (completing).
Yvonne SharpeRHS Cert.Hort, Dip.Hort, M.Hort, Cert.Ed., Dip.Mgt. Over 30 years experience in business, education, management and horticulture. Former department head at a UK government vocational college. Yvonne has traveled widely within and beyond Europe, and has worked in many areas of horticulture from garden centres to horticultural therapy. She has served on industry committees and been actively involved with amateur garden clubs for decades.
Tracey JonesWidely published author, Psychologist, Manager and Lecturer. Over 10 years working with ACS and 25 years of industry experience. Qualifications include: B.Sc. (Hons) (Psychology), M.Soc.Sc (social work), Dip. SW (social work), PGCE (Education), PGD (Learning Disability Studies).


Check out our eBooks

Business OperationsIn the daily operation of a business, some days will challenge you and some will inspire you. Most of them however will be just part of the daily routine of normal business operations. Unfortunately your business will not run itself - goals need to be set and decisions need to be made in order to achieve these goals. This book talks you through all of the different aspects involved in running a business from finance and forecasting to staffing changes and legal issues.
Professional Practice for ConsultantsExplore becoming a consultant. This ebook contains chapters on how to be a consultant, packaging your services, delivering the services, building your resources, finding the work and getting the job, planning and ethics.
Starting a BusinessBusinesses don't need to fail! This is concise, easy to read, and alerts you to all of the things that commonly make a difference to business success or failure. Seven chapters are: “A Reality Check”, “The Product or service”, “Managing a Business”, “How to Find Customers”, “How to Make a Sale”, “Delivering the Product or Service”, “Pitfalls to Avoid”.
ManagementManagement is the process of planning, organising, leading, and controlling an organisation’s human and other resources to achieve business goals. More importantly though, effective management needs to be a process of human interaction and compassion. Most bad managers don’t know they are bad. They may well admit that they are a bit erratic, or they are sometimes late to appointments, but it is rare that they will recognise that they are ineffective as managers. Never fear...read here. This book has something to offer even the best of managers.

 

 

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