Introduction to Business Administration

Question 1

On the job, business administrators will typically be involved in:

Answer 1

Carrying out activities relating to the achievement of departmental or organizational goals, policies and procedures.
Working on an organization’s financial and budgetary activities.
Delivering general activities related to making products and providing services.
Supporting and working with other team members to achieve departmental or organisational goals, policies and procedures.
Using and applying new technologies in the workplace.
Using filing systems and on-line storage systems to store and retrieve data.
Consulting with other team workers about operational activity.
Preparing contracts and agreements, minutes, and other departmental documents.
Making appointments and travel arrangements.
Implementing activities which will cut costs and improve policies.

Question 2

Employers consistently rank ______________at the top of the list for potential employees.

Answer 2

Employers consistently rank good communication skills at the top of the list for potential employees.

Question 3

In any business environment, it is important to be able to:

Answer 3

Understand how to, and be able to make and receive telephone calls.
Understand how to transfer telephone calls.
Understand the purpose of planning communication and be able to plan communication in advance.
Understand how to communicate in writing.
Understand how to communicate verbally in face-to-face situations.
Understand the purpose of feedback in developing communication skills.
Be able to identify and agree ways of developing communication skills.

Question 4

There are three basic types of business telephone systems

Answer 4

KSU, PBX, and VoIP. For each of these systems, there is a hosted (cloud) and a non-hosted version.

Question 5

This type of system is only suitable for small businesses with no more than 40 employees working as phone operators

Answer 5

Key system unit

Question 6

KSU-Less

Answer 6

Variation of KSU
which has the same phone capabilities as the basic system; however, it is portable and flexible, as it does not use the central switching unit, and it’s entirely wireless.

Question 7

______________only allows for approximately 10 phone operators, and it’s not sold commercially- it must be requested from a phone-system provider.

Answer 7

KSU-Less only allows for approximately 10 phone operators, and it’s not sold commercially- it must be requested from a phone-system provider.

Question 8

Benefits of KSU- less system

Answer 8

The KSU system is an easy-to-use system, relatively comparable to a home telephone system. It has all the basic features a business will need; however, it lacks portability and flexibility. It uses a central switching device - the key system unit - to manually determine phone-line selection.

Question 9

Pbx system

Answer 9

This is also known as a Private branch exchange system. Thisis a more advanced system than the KSU and KSU-Less systems, and as such, it has more features that it can access. It uses programmable switching devices, allowing for the automatic routing of incoming calls.

Question 10

A major advantage of the PBX system

Answer 10

that it features an uninterruptible power supply (UPS), allowing a business to remain functional for a period of time, even without electricity.

PBXs offer many calling features and capabilities, with different manufacturers providing different features in an effort to differentiate their products.

Question 11

VoIP systems

Answer 11

Voice over internet protocol systems
VoIP is asystem sends calls through the Internet as opposed to through traditional phone lines, so anyone using the system can be anywhere in the world while using the same phone number. As you know, the Internet is extremely portable.

Question 12

Benefits of voip

Answer 12

Extremely In expensive

Question 13

If you are using a business system, you must become familiar with the most common capabilities. These include:

Answer 13

Auto attendant
Auto dialing
Automatic call distributor
Automatic ring back
Busy override
Call blocking
Call forwarding on busy or absence
Call logging
Call transfer
Call waiting
Conference call
Applying custom greetings
Speed dialling
Do not disturb (DND)

Question 14

If you are using a business system, you must become familiar with the most common capabilities. These include

Answer 14

Automated directory services (where callers can be routed to a given employee by keying or speaking the letters of the employee’s name).
Follow-me, also known as find-me: Determines the routing of incoming calls. The exchange is configured with a list of numbers for a person. When a call is received for that person, the exchange routes it to each number on the list in turn until either the call is answered or the list is exhausted (at which point the call may be routed to a voice mail system).
Local Connection: Another useful attribute of a hosted PBX is the ability to have a local number in cities in which you are not physically present. This service essentially lets you create a virtual office presence anywhere in the world
Music on hold – applying this when transferring someone
Public address voice paging

Question 15

True/ fAlse

Most companies will provide basic telephone training and have phone manuals to familiarise yourself with the different types of phone system used. Always ask if you are unsure.

Question 16

Headless headset in the customer service environment

Answer 16

In a customer service environment, it is better to invest in a remote, handless headset for employees. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie employees to their desks. As an example a Customer Service Agent needing to go away and check on further detail might appreciate the functionality. If a fixed handset is used, be careful to check you can speak with some degree of privacy.

Question 17

Tips in making call

Answer 17

The following tips should be followed

Always speak into the telephone receiver with an even and low tone of voice. Especially when speaking on a phone in public, be sure to monitor how loud you may be.

Move the phone ear piece just slightly away from your ear and listen to yourself speaking. Discover whether you are speaking too loudly or too quietly for the other person to hear you.

If it takes you a while to answer the phone, the customer’s first impression is that you’re either under-staffed, or that you don’t care. And that’s a huge no-no when it comes to telephone etiquette. They might also think that you are disorganised.

Question 18

Tips in making phone calls

Answer 18

It should not take you more than three or four rings to answer the phone. It’s a fast-paced world, and people simply don’t want to wait for any type of service these days – especially not on the telephone. You don’t have to call anyone back if they haven’t left a message. You might be returning a call on an unknown premium rate call line!

There’s nothing wrong with practicing or at least knowing what you are going to say when someone calls. You should have a standardised greeting that you use which sounds polite and informative. Practise your own welcome greeting so that it sounds natural. At all times, remember to let the caller know immediately who they are speaking with.

Once you’ve dealt with the call, need to thank the caller for their time and wish them a pleasant rest of the day. Use their names when addressing them as it makes the entire experience more personalised. Finally, it’s also proper phone etiquette to make sure that the customer hangs up the phone.

Question 19

Call handling- what to do

Answer 19

Learn how to handle several callers simultaneously with ease and grace.

Return calls promptly that have been left on voicemail and answer phones.

Always get the best number (and an alternative if possible) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.

Always make collection calls in private and away from the patient flow or public areas.

If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.

When hanging up the phone, make sure the caller or person called hangs up firs

Question 20

Call handling what not to do

Answer 20

Do not handle an unhappy caller’s concern openly in a public reception area,, for example, if you are working in a hotel, or in a doctor’s surgery. Do not make it a habit of receiving personal calls at work.

Do not answer the phone if you are eating or chewing gum.

Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.

Do not ever leave a message with someone else, or on an answerphone or voice mail regarding details of an account in arrears or overdrawn. Instead, leave a message asking the person to call the “Finance Department.”

Do not call a patient, customer or client’s home before 8:00AM or after 8:00PM, unless they’ve given you permission to do so.

Do not allow yourself to be distracted by other activities while speaking on the telephone, such as rustling papers, working on the computer, or speaking with someone else. Most importantly, do not use a hand held mobile phone whilst driving. It is dangerous and illegal. Get a headset or speakerphone for the car. Always treat every caller with the utmost courtesy and respect by giving him/her your undivided attention.

Question 21

Tips In transferring calls

Answer 21

Firstly, give the caller your name and extension in case you get disconnected. This will give the caller a sense of importance and that you are personally concerned about the caller’s situation.
Secondly, tell the caller the name of the person (or department) and extension number that you need to transfer the call.

Question 22

A call transfer should always be made with the caller’s permission

Answer 22

True: Here’s an example:

“Mrs. Smith, I would like to transfer you to our claims department. Is that okay with you? I believe that department will be able to get the information you need.”

Question 23

Tips in transferring a call

Answer 23

Give the caller the transfer information. Despite your best efforts, the call may be dropped during a transfer. It is extremely frustrating when a customer has to call back but does not know whom to contact. This wastes the customer’s time. To avoid this, make sure you tell the customer to whom you are transferring them, along with that person’s direct phone number. If the call is dropped, the caller can easily reach the correct person directly.

Question 24

Tips in transferring a call

Answer 24

Let the customer know what to expect. Some telephone systems have quirks that can confuse a caller. Make sure your callers know what to expect when transferred. Are there a few seconds of quiet time? Will they hear a click that may make them think they have been disconnected? Tell callers so they will not hang up!

“When I transfer you, there may be few moments without sound. Don’t worry, this is normal and someone will pick up right after that.”
“After I transfer you, there will be a short series of beeps. Please don’t worry; this is just the line switching. Justin, the Claims Co-Ordinator will be with you directly.”

Question 25

Tips In transferring a call

Answer 25

Remember: Do not blindly transfer the call as soon as you hear the other phone ring. Wait for the other person to answer and explain to them the reason for the transferred call. This will give the other person a chance to prepare for the call and the caller will not have to explain the situation all over again.

Question 26

You are likely to feel confident when:

Answer 26

You know what you’re talking about so be prepared when planning your conversation
- You do something you’ve done well before, but you also learn from trying out new things
- You are with people you trust, so seek to build rapport and trust, which is part of the next section.

Question 27

Here is a useful mnemonic for better listening skills:

Answer 27

L - Look interested - give encouraging signs
I - Inquire/ask questions/take notes
S - Stay on the subject
T - Test your understanding - paraphrase and summarise
E - Evaluate the message - what is being said and how it comes across
N - Neutralise your feelings - keep an open mind.

Question 28

Questioning

Answer 28

The natural tendency of many of us is to talk too much. This results in leading others to our own way of thinking and thus limiting the value of the information gained in a discussion. It is best to ask open questions such as “How did you feel last week’s meeting went?” rather than “Were you happy with last week’s meeting?” which is a closed question and requires only a yes or no answer and doesn’t give the person the chance to express themselves.

Question 29

Psychology

Answer 29

Observing or listening for non-verbal messages is necessary to ensure you are picking up on the whole message, not simply the words. Research has shown that 55% of our understanding and judgement comes from body language. You need to be aware of (in yourself and others) eye contact, facial expressions, gestures/posture, appearance and grooming and orientation/proximity.

Question 30

Effective listening

Answer 30

Effective listening means not talking. They talk, you listen – the ratio should be 80:20 or even 90:10. You don’t interrupt (unless they are way off the subject, or you can’t understand what they are saying). You pay attention to what they are saying, rather than pretending to listen while you plan what you’ll say next. You make written notes of key points.
Checking Understanding

Question 31

Demonstrating listening

Answer 31

Eye contact – maintain frequent contact, without giving the impression of a fixed stare if dealing with someone face-to-face

Body language – be comfortable, not stiff; open rather than with defensively - crossed arms; lean slightly towards the person, without threatening their sense of personal space (in face-to-face transactions)

Interested tone of voice – whatever the words you use, if you don’t mean what you say, your tone will give away your insincerity if you are genuinely interested. This is particularly noticeable if you are on the phone.