Principles of providing administrative services

1 Understand the organisation and administration of meetings

1.1 Describe the features of different types of meetings

1.2 Outline the different ways of providing administrative support for meetings

1.3 Explain the steps involved in organising meetings

2 Understand the organisation of travel and accommodation

2.1 Describe the features of different types of business travel and accommodation

2.2 Explain the purpose of confirming instructions and requirements for business travel and accommodation

2.3 Explain the purpose of keeping records of business travel and accommodation

3 Understand how to manage diary systems

3.1 Describe the features of hard copy and electronic diary systems

3.2 Explain the purpose of using diary systems to plan and co-ordinate activities and resources

3.3 Describe the types of information needed to manage a diary system

3.4  Explain the importance of obtaining correct information when making diary entries

4 Understand how to use office equipment

4.1 Describe different types of office equipment

4.2 Explain the uses of different types of office equipment

4.3 Describe factors to be considered when selecting office equipment to complete tasks

4.4 Describe how to keep waste to a minimum when using office equipment

5 Understand the use of mail services in a business context

5.1 Describe the types of mail services used in business organisations

5.2 Explain the need for different types of mail services

5.3 Explain the factors to be considered when selecting mail services

5.4 Explain the factors to be taken into account when choosing postage methods

6 Understand customer service in a business environment

6.1 Describe different types of customers

6.2 Describe the impact of their own behaviour on a customer

6.3 Explain the impact of poor customer service