Describe factors which contribute to the effectiveness of an organisation

1. Describe factors which contribute to the effectiveness of an organisation General Administrative duties would include: Processing Business Documents Assisting Functional Departments Making Travel and Accommodation arrangements In order to carry out these tasks you will need: Good IT skills Good communication skills

2. Job Description • More details relating to a specific job are usually found in a job description – which will normally include a complete list of duties. • A job description sets out some background to the post, the duties and the post holder’s responsibilities and who their line manager will be. • Duties which an Administrative Assistant would be expected to carry out would include: Photocopying Documents Filing Documents Reception Duties Faxing Correspondence Answering the Telephone Word Processing

3. Person Specification • From the job description, a person specification will be prepared • The person specification identifies the skills, qualifications, experience and personal qualities required for the job. • Each component will usually be classed as essential or desirable – resulting in a profile of the ideal person for the job • Qualities which an Administrative Assistant would be expected to have would include: Well Organised Able to use Initiative Patient Able to work as part of a team Tactful Able to work independently

4. Skills Scan and SWOT Analysis • Staff development is vital to ensure that you are doing your job to the best of your ability. • Training and development will also help further your career and may lead to promotion • A Skills Scan is a statement describing your skills, knowledge and qualities to date – thereby highlighting areas where training or further development is required. • A SWOT Analysis is an alternative to a skills scan. • With a SWOT Analysis you identify your areas of strengths and weaknesses with any opportunities and threats you face.

5. Effective Communication • Communication is the way information is sent and received • Business success depends on clear and effective communications within the organisation (between colleagues) and outwith the organisation (with external customers) • Good communications depend on the sender making sure that the message is: • Easy to understand and free of jargon • Sent by an approved method • Sent to the right person

6. Features of Good Communication Communication have the following basic features that determine its quality: The information transmitted must be correct/accurate Accurate Partly communicated information may be misunderstood Complete A message that is communicated at the wrong time is useless Timely Excessive or irrelevant information is commonly misunderstood, forgotten or ignored Relevant Cost Effective The cost of preparing communication and the time taken to transmit and receive the information must be justified Information should be communicated using the most appropriate method and language for the recipient Meaningful

7. Internal Communication with Colleagues Internal communication with colleagues will tend to be informal and less structured The most common methods of communication between colleagues include: E-mail Memo Regular Meetings

8. Communicating with Colleagues • Effective communication with colleagues will ensure that: • Workflow is smooth within the organisation when information is clear and concise • The targeted people receive the information they require • Poor communication with colleagues will result in: • Employees not having sufficient information to do their job properly • This could lead to low staff morale • and poor team spirit

9. External Communication with Customers External communication with customers will be formal and structured. In order to create a consistent image, organisations will have a house style – a set format and layout for external communication. The most common form of external communication is by letter. Other methods of communicating with customers will include: Reports Presentations

10. Communicating with External Customers • Effective communication with external customers will ensure that: • Customers are clear about the organisation’s aims and objectives when information is in a language that is easily understood • External customers will have a good image of the organisation when information is communicated clearly and effectively • Poor communication with external customers will result in: • Loss of business and • A bad reputation for the organisation

11. Methods of Communication Methods of Communication can be split into 2 broad categories: oral and written. Oral or verbal communication includes: Oral Meetings Interviews Presentations Using the telephone Written Written communication includes: Letters Memoranda Reports Adverts Job Descriptions

12. Barriers to Communication A barrier to communication is something that causes the communication to be ineffective: Barriers to communication include: The message is not accurately stated or interpreted eg inappropriate language, typing errors or unclear explanations Distortion Noise can be caused by traffic, a bad connection, faulty line, or even clash of personalities Noise People of different ages, cultures, education and personality can interpret situations differently Differences in perception By hearing or seeing what we expect to, people can miss the actual message Jumping to conclusions The sender must relay the message in an appropriate form that appeals to the interests and needs of the receiver Lack of interest Too much information can lead to the receiver becoming confused or tired Information overload

13. Customer Care Customer Service is about gaining and retaining (keeping) customers. In today’s competitive society it is important to deliver a good-quality product and do so in a way that exceeds customer’s expectations. Organisations must: Provide good communications Effectively deal with enquiries Efficiently deal with complaints Offer excellent after sales service

14. Customer Service Research shows that keeping a current customer is much easier and cheaper than attracting a new one. Good customer service aims to increase customer satisfaction and therefore increase customer loyalty. If your customer asks you a question, respond appropriately. If they would like something fixed, then fix it. If they have a complaint, do everything possible to rectify it.

15. Mission Statement A Mission Statement sets out the purpose of an organisation. Creating such a statement helps the organisation develop a common understanding of its main task. From the general targets established in the Mission Statement, specific policies such as the customer-service policy can be developed.

16. Impact of Poor Customer Service Poor customer service may include the following: • Poor communication • Lack of opportunity for customer feedback • Not listening to customer feedback • Lack of suitable staff training • Bad impression of organisation created by poor presentation • Absence of a clear complaints procedure If the customer is not satisfied with the organisation’s product or service he/she will take their business elsewhere

17. Poor Customer Service Without good customer service • The organisation will find it difficult to be competitive • There will be a lack of repeat business (or returning customers) • The organisation will develop a poor reputation All of the above will have a negative effect on income and profits

18. Questions Answer the following questions on the worksheet provided. Use the forward arrow to take you to the first question. Use the help button to take you to the required slide.

19. Question 1 Identify two duties which an Administrative Assistant would be expected to carry out.

20. Question 2 Identify two qualities which an Administrative Assistant would be expected to have.

21. Question 3 For what purpose would an Administrative Assistant use a Skills Scan?

22. Question 4 Explain the importance of effective communication to colleagues.

23. Question 5 Explain the importance of effective communication to external customers.

24. Question 6 Explain one possible consequence for the organisation of poor communication with colleagues.

25. Question 7 Explain one possible consequence for the organisation of poor communication with external customers.

26. Question 8 Explain two benefits to the organisation of good customer service.

27. The End