Unit 01 Guidance Key words 1.1 different types of meetings may include descriptions of: • formal or informal • internal • external • video conference Features of different types of meetings: • Regulations, eg frequency, period of notice, validity, voting • Documentation required, eg notice, agenda, notes/minutes, attendance register • Personnel involved, eg Chair, treasurer, secretary Types of meetings: Formal • Annual General Meeting • Extraordinary General Meeting • Committees • Board meetings Informal • Departmental • Team • Briefings • Progress 2.1 different types of business travel and accommodation may include staff travelling to meetings, conferences, seminars, sales visits, support visits as individuals or groups. This may also include travel and accommodation for events being held at the learners’ organisation and therefore may involve customers.
Travel: • Air • Rail • Road • Sea Accommodation: • Hotels • Serviced apartments Records: • booking documents • receipts 4.1 office equipment could include, but is not limited to: • Computers • Printers (multi function and desktop) • Scanners • Photocopiers • Mailroom equipment • Shredders
Unit 01 Guidance • • •
Laminators and binding machines Audio equipment. Telephone/answer systems/fax • Waste • Consumables (i.e. ink, stationery) • Time (i.e. staff, production time) • Energy (i.e. electricity).
5.1 mail services may include, but are not limited to: • electronic mail • webmail • postal service • courier services
Mail services: • Post Office services • Couriers • Overseas • Internal circulation. postage methods: • First/second class • Special delivery • Parcel post
6.1 customers to include both internal and external
Types of customers: Internal, eg • From another part of the same organisation • Colleagues. External, eg • Individuals • Other businesses • Suppliers. • Prospective customers Visitors/callers/trades people 6.2 impact of their own behaviour - learners should consider the difference their own behaviour has on that of their customers, for example, being helpful, friendly, approachable, empathetic, efficient as opposed to being unhelpful, keeping customers waiting, appearing uninterested in the customers’ needs/requirements. Impact of poor customer service: • Business • Reputation • Working relationships.