Business and Admin Unit 1

Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
• The first thing you need to do is save a copy of this document, either onto your computer or a disk
• Then work through your Assessment, remembering to save your work regularly
• When you’ve finished, print out a copy to keep for reference
• Then, go to and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 13 pages and is made up of 9 Sections.

Name: Matthew Hitchen

Section 1: Using the telephone

This section will help you to evidence Learning Outcome 1: Understand how to make and receive telephone calls.

|Learning objective                                                                           |Place in Assessment                                 |
|1.1 Describe the different features of telephone systems and how to use them                 |Question 1 Page 1                                   |
|1.2 Describe how to follow organisational procedures when making and receiving telephone     |Question 2 Page 2                                   |
|calls                                                                                         |                                                   |
|1.3 Explain the purpose of giving a positive image of self and own organisation               |Question 2 Page 2                                   |

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. [1.1]

|Feature                                                             |How / when used                                                     |
|1.                                                                   |Usually a button that you press or if a phone...