Admin workbook 1516 community

OCR Level 1 Award in Administration (Business Professional) 500/6218/9 = 8 credits Learner Workbook

Unit

Title

Level

Credit

F/502/4009

Working in Business and Administration

1

3

T/502/4007

Making and Receiving Calls

1

2

K/502/4005

Creating Business Documents

1

3

Proposed end date

Achieved (Tick)

I confirm that the above units have been completed by the learner to the required standard and the file is ready for IV and certification Tutor/Assessor Name: MICHELLE WALSH

Signature:

I confirm that I have completed this workbook and it is all my own work Learner Name:

Signature:

Centre: Start Date: IV Name:

End Date: Signature:

Date:

1

Welcome to your course delivered by Accrington and Rossendale College The OCR Level 1 Award, Certificate and Diploma in Administration (Business Professional) are part of a suite of administration qualifications available at levels 1, 2, 3 and 4 of the Qualifications and Credit Framework (QCF).

The aims of these qualifications are to give candidates the opportunity to:  develop their knowledge and understanding of routine administrative practices.  develop their skills to carry out a range of practical administrative tasks, to the standard required by business.

This will give candidates the opportunity to:  prepare for employment in administrative roles  achieve a nationally recognised qualification valued by employers.

Candidates achieving one of the qualifications can progress:  to employment To achieve this qualification you will need to complete the three units with a total of 8 credits. You will be required to work through this workbook completing the tasks and activities set by your tutor.

In addition to the taught sessions you will need to work independently or with others to carry out practical tasks and role-play scenarios. Your tutor will need to observe some activities that you take part in. There are varied tasks and activities that contribute to achieving the learning outcomes.

During the sessions you will receive support and guidance for the following three units:

Working in Business and Administration Making and Receiving Calls Creating Business Documents

2

Tracking sheet Working in Business and Administration (F/502/4009 Level 1) 1.

2.

3.

4.

5.

Understand the role of an administrator within an office Be able to carry out routine administrative tasks Be able to present themselves positively Be able to organise their work effectively Know the importance of confidentiality of information Criteria / Exercise Assessment method Evidence details

1.1 Describe different activities carried out by administrators

2.1 Follow instructions to complete routine administrative tasks 2.2 Use key equipment according to organisational procedures 3.1 Dress appropriately

Workbook AE

Page 7

Workbook AE

Page 7

Workbook AE

Page 8

Workbook AE

Page 8 & 9

Page 8 & 9

3.2 Adopt a positive manner in dealings with colleagues and/or customers 4.1 Use simple tools to organise their time

Observation Statement

Workbook AE Workbook AE

Observation Written task

Workbook AE

Page 8

4.2 Prioritise tasks in discussion with their supervisor or manager

Discussion Observation

Workbook AE

Page 8

5.1 State the reasons why it is important to keep some information confidential 5.2 Give examples of information that should be kept confidential

Discussion Written Task

Workbook AE

Page 10

Discussion Written Task Q&A

Workbook AE

Page 10

Page 8 & 9

The above evidence has been assessed against the standards and has been judged for validity, authenticity, currency, reliability and sufficiency.

Learner Signature – see workbook.

Assessor signature ………………………………………………………… Date ……………………………………..

Internal Verifier

………………………………………………………… Date …………………………………….

Tracking sheet

3

Completion date

See assessment feedback sheet for learner’s completion date = Pg 6

1.2 State how the work of an administrator helps a team achieve its goals

Discussion Written Task Visitor Discussion Written Task Visitor Practical Q&A Observation Discussion Practical Observation Observation

Portfolio reference

Making and receiving calls (T/502/4007 Level 1) 1.

2.

3.

Be able to make calls Be able to receive calls Know why it is important to an organisation that calls are handled appropriately.

Criteria / Exercise

Assessment method

Portfolio reference

Observation Scenario Observation Scenario

Workbook AE Workbook AE

Page 14

Observation Scenario

Workbook AE

Page 14

Observation Scenario

Workbook AE

Page 15

Observation Scenario

Workbook AE

Page 15

Observation Scenario

Workbook AE

Page 15

Written task Observation Discussion

Workbook AE Workbook AE

Page 15

Page 14

3.1 State how appropriate tone Page 16 and language create a positive impression 3.2 State how creating a positive Discussion Workbook Page 16 impression during a call AE benefits the organisation The above evidence has been assessed against the standards and has been judged for validity, authenticity, currency, reliability and sufficiency.

Learner Signature – see workbook.

Assessor signature ………………………………………………………… Date ……………………………………..

Internal Verifier

………………………………………………………… Date ……………………………………..

Tracking sheet

4

Completion date

See assessment feedback sheet for learner’s completion date = Pg 13

1.1 Identify the purpose of the call 1.2 Confirm the name and number of the person to be contacted before making the call 1.3 Make a call communicating basic information clearly and accurately 2.1 Answer the call promptly and politely, observing any organisational procedures 2.2 Identify the caller, where they are calling from and the reason for their call 2.3 Follow any organisational procedures relating to confidentiality and security 2.4 Take short messages

Evidence details

Creating business documents (K/502/4005 Level 1) 1.

2.

3.

Know that there are different types of business documents Know why it is important to use the right communication style in business documents Be able to produce routine business documents

Criteria / Exercise

Assessment method

Evidence details

Portfolio reference

Discussion Written Task

Workbook AE

Page 19

1.2 State why templates are used for some business documents

Discussion Written Task

Workbook AE

Page 19

2.1 Give examples of when to use a formal or informal communication style

Discussion Written Task

Workbook AE

Page 20

2.2 State why some businesses adopt a ‘house style’ for certain documents

Discussion Written Task

Workbook AE

Page 20

3.1 Produce routine business documents using the appropriate communication style

Discussion Written Task Observation Observation

Workbook AE

Page 21

Workbook AE

Page 21

3.2 Check documents for accuracy

The above evidence has been assessed against the standards and has been judged for validity, authenticity, currency, reliability and sufficiency.

Learner Signature – see workbook.

Assessor signature ………………………………………………………… Date ……………………………………..

Internal Verifier

………………………………………………………… Date ……………………………………..

5

See assessment feedback sheet for learner’s completion date = Pg 18

1.1 Identify different types of business document and when they might be used

Completion date

Working in Business and Administration

Assessment Feedback Learner name:

6

Qualification:

OCR Level 1 Award in Administration (Business Professional)

Unit /module number & title:

F/502/4009

Assignment title:

Working in Business and Administration

Target learning aims

1,2,3,4,5

*NB: do not split learning aims

Issue Date:

Target criteria

Achieved

Actual submission date:

Submission Date:

Criteria achieved Y/N

1.1 1.2

Y/N

2.1 2.2

Y/N

3.1 3.2

Y/N

4.1 4.2

Y/N

5.1 5.2

Y/N

Not yet achieved

Assessor’s Feedback

You may give general comments about the overall performance and conduct of the learner during an assessment and advice on how to improve in the future You may give specific guidance on how the learner may improve evidence for resubmission and to improve the grade awarded

General comments Comment on the quality of the learner work, development of literacy and numeracy skills and the accuracy of spelling, grammar and punctuation

Assessor declaration

I certify that the evidence submitted for this assignment is the learner’s own. The learner has clearly referenced any sources used in the work. I understand that false declaration is a form of malpractice

Assessor’s name: (print)

Michelle Walsh

Assessor signature:

Date:

Learner comments

Learner signature

Date

Working in Business and Administration Suggested evidence collection

7

Learning outcome 1 Understand the role of an administrator within an office List 5 different activities carried out by administrators and describe each one (1.1) Activity

Description

1.

3.

5.

7.

9.

State how the work of an administrator helps a team achieve its goals (1.2) Write this in sentences please

Learning outcomes 2, 3 and 4 Be able to carry out routine administrative tasks/Be able to present themselves positively/

8

Be able to organise their work effectively

Tutor Observation I confirm that

has;

Followed instructions to complete routine administrative tasks (2.1) Used key equipment according to organisational procedures (2.2) Dressed appropriately (3.1) Adopted a positive manner in dealings with colleagues and/or customers (3.2) Used simple tools to organise their time (4.1) Prioritised tasks in discussion with their supervisor or manager (4.2) Tutor comments:

Learner Name

Learner Signature

Tutor Name

Tutor Signature

List at least 2 things that you could use to organise your time (4.1) 1.

2.

3.

Use equipment according to organisational procedures (2.2) NB. A photo will be used for added evidence

9

After using selected administrative equipment, list below at least 3 of the things you did to follow organisational procedures (2.2) 1.

2.

3.

4.

List at least 4 things you need to do in order to dress appropriately for a Business Administration role (3.1) You will be observed by your tutor, dressing appropriately, at one of the sessions A photo will be used for added evidence (Pg 11) 1.

2.

3.

4.

5.

6.

List at least 3 skills and qualities you may have when dealing with colleagues and/or customers in a positive way. Describe why each one is important (3.2) Evidenced in Observation (Pg 8) Skills & Qualities

Why is this important?

1.

3.

5.

7.

Learning outcome 5 Know the importance of confidentiality of information

10

List at least 3 examples of information that should be kept confidential when working in Business Administration (5.2)

1.

2.

3.

4.

State the reasons why is it important to keep some information confidential (5.1) Write this is sentences please

Photographic evidence page

11

AE – Use key equipment according to organisational procedures (2.2)

Annotation

AE – Dress appropriately (3.1)

Annotation

12

Making and Receiving Calls

13

Assessment Feedback Learner name: Qualification:

OCR Level 1 Award in Administration (Business Professional)

Unit /module number & title:

T/502/4007

Assignment title:

Making and Receiving Calls

Target learning aims

1, 2, 3

*NB: do not split learning aims

Not yet Achieved

Achieved Issue Date: Target criteria

Submission Date: Criteria achieved

Y/N

Actual submission date:

Assessor’s Feedback You may give general comments about the overall performance and conduct of the learner during an assessment and advice on how to improve in the future You may give specific guidance on how the learner may improve evidence for resubmission and to improve the grade awarded

1.1 1.2 1.3 2.1 2.2 2.3 2.4 3.1 3.2 General comments Comment on the quality of the learner work, development of literacy and numeracy skills and the accuracy of spelling, grammar and punctuation

Assessor declaration Assessor’s name: (print)

I certify that the evidence submitted for this assignment is the learner’s own. The learner has clearly referenced any sources used in the work. I understand that false declaration is a form of malpractice

Michelle Walsh

Assessor signature:

Date:

14

Learner comments

Learner signature:

Date:

Making and Receiving Calls Suggested evidence collection Learning Outcome 1 – Be able to make calls This learning outcome will be evidenced through role play. You will be given a scenario with some background to a call to be made. You will make the call and be observed giving clear and accurate information. Your tutor will observe the call and complete an observation statement.

(1.1, 1.2, 1.3)

Tutors Observation I have observed _______________________ carrying out the following Learning Outcomes

Did the learner:

1. Be able to make calls 1.1

identify the purpose of the call

1.2

confirm name of person to be called

1.2

confirm number of person to be contacted ask questions if unsure

1.3 Make a call

speak clearly communicate information accurately summarise outcomes of the conversation before ending call follow instruction when making a call

Observer Comments:

15

√

16

Learner signature

Date

Tutor Signature

Date

Learning Outcome 2 – Be able to receive calls This learning outcome will be evidenced through role play. You will be given a scenario with some background to a call that you will receive. You will be observed receiving a call and recording clear and accurate information. Your tutor will complete an observation statement.

(2.1, 2.2, 2.3) Observer Comments:

Learner signature

Date

Tutor Signature

Date

17

Learning Outcome 3 – Know why it is important to an organisation that calls are handled appropriately.

State how appropriate tone and language create a positive impression (3.1)

State how creating a positive impression during a call benefits the organisation (3.2)

18

Creating Business Documents

19

Assessment Feedback Learner name: Qualification:

OCR Level 1 Award in Administration (Business Professional)

Unit /module number & title:

K/502/4005

Assignment title:

Creating Business Documents 1, 2, 3

Target learning aims *NB: do not split learning aims

Not yet Achieved

Achieved

Issue Date:

Target criteria

Submission Date:

Criteria achieved

Y/N

Actual submission date:

Assessor’s Feedback

You may give general comments about the overall performance and conduct of the learner during an assessment and advice on how to improve in the future You may give specific guidance on how the learner may improve evidence for resubmission and to improve the grade awarded

1.1 1.2 2.1 2.2 3.1 3.2 General comments Comment on the quality of the learner work, development of literacy and numeracy skills and the accuracy of spelling, grammar and punctuation

Assessor declaration Assessor’s name: (print)

I certify that the evidence submitted for this assignment is the learner’s own. The learner has clearly referenced any sources used in the work. I understand that false declaration is a form of malpractice

Michelle Walsh

Assessor signature:

Date:

Learner comments

Learner signature:

Date:

20

Creating Business Documents Suggested evidence collection Learning Outcome 1 – Know that there are different types of business documents List 5 different types of business documents and suggest when they might be used (1.1)

Type of document

When they might be used

1.

2.

3.

4.

5.

State at least 2 reasons why templates are used for some business documents (1.2)

1.

2.

3.

21

Learning Outcome 2 – Know why it is important to use the right communication style in business documents Give at least 2 examples of when to use a formal communication style (2.1)

1.

Formal communication style

2.

3.

4.

Give at least 2 examples of when to use an informal communication style (2.1)

1.

Informal communication style

2.

3.

4.

State why some businesses adopt a ‘house style’ for certain documents (2.2)

Learning Outcome 3 – Be able to produce routine business documents 22

You must produce at least 2 different types of routine business documents. Documents must be checked for accuracy. These will be assessed by your tutor and added to your file as evidence. (3.1, 3.2)

23

Please ensure you have attached all of your added evidence (photos and hand-outs) to your workbook and have signed and annotated each copy.

This makes your evidence authentic and robust ď Š Your notes; _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________

Learner signature

Date

Tutor Signature

Date

24

Recap Quiz 1. List 2 activities that are carried out by an administrator 1.

2.

2. List 2 skills and qualities that an administrator might have 1.

2.

3. List 2 things you could use to prioritise your time 1.

2.

4. List 3 things you need to do to dress appropriately for a Business Administration Role 1.

2.

3.

5. List 2 examples of information that should be kept confidential 1.

2.

25

Definitions Explained: Concise Oxford English Dictionary.

Explain

Make (something) clear by providing more detail.

Outline

A brief description of something that really only looks at the main topic or item

Describe

Give a detailed account of something) in words.

List

A number of connected items or names written consecutively

Define

(someone or

State or describe exactly the nature, scope or meaning of > give a meaning of ( a word or phrase )

Give Examples

A thing characteristic of its kind or illustrating a general rule

Identify

Point out (choose the right on), give a list of the main features

State

Express something definitely or clearly in speech or writing

26

Well done on completing your course!

Please go back to the Assessment Feedback pages on Pg 6, 13 & 18 to complete your signature and comment boxes.

With the work you have produced and the evidence you have added, you have achieved the OCR Level 1 Award in Administration (Business Professional)

Good Luck in the future! ď Š

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