Prelim Revision

Question 1

State skills and qualities of a senior administrator

Answer 1

1. Manage,support and supervise a team
2. Have advanced IT skills
3. Good delegation skills - workload ability and skills
4. Have good organisational skills to ensure that work is prioritised and deadlines are met
5. Supportive and approachable attitude

Question 2

State benefits of teams to individuals

Answer 2

1. May feel they have a sense of belonging
2. Increased motivation and morale
3. Able to have knowledge and increase skills by learning from others
4. More likely to take risks as the responsibility is shared
5. May increase chances of promotion/higher pay/bonuses

Question 3

State skills and qualities of an admin assistant

Answer 3

1. Hardworking - be able to work on your own
2. Be polite to colleagues and customers
3. Be reliable and dependant: turn up on time and meet deadlines
4. Good communication: be able to communicate with all levels in the organisation
5. Problem solving skills
6. IT skills
7. Teamwork skills

Question 4

Benefits of teams to an organisation

Answer 4

1. Better ideas are generated which makes the organisation more productive and competitive
2. Communication between staff is improved
3. Employees take on more responsibility and need less supervision
4. Staff are motivated so less likely to be off with stress or leave the organisation

Question 5

Benefits of good leadership

Answer 5

1. Good leadership can lead to a successful organisation
2. Keeping the team on so that they met their targets
3. Good leadership encourages team members to support each other
4. Improved communication leading to better decision making
5. Good relationships within the team making it more productive

Question 6

Disadvantages of teams to the organisation

Answer 6

1. Teams can divide the tasks given unequally
2. Teamwork can cause conflicts
3. Some people may feel like their contributions are unwanted
4. Teams can create more competition within the workplace
5. Some people may work better outside of the team environment

Question 7

Advantages of teams to organisation

Answer 7

1. Teams can divide large projects into smaller tasks
2. Teamwork creates places where you can recognise personal strengths and weaknesses
3. Creates stronger relationships in the workplace
4. It creates a structure where mentorship gets encouraged

Question 8

What are methods of monitoring and evaluating customer care

Answer 8

1. Using mystery shoppers is used by many companies in order to evaluate the quality of customer service and overall customer experience
2. Asking customers for feedback via customer satisfaction surveys which ask for reviews on staff attitude and services
3. Customer focus group is a face to face meeting with small groups of customers to help provide the organisation with feedback on their goods or opinions on new products
4. Using market research which provides critical information about your market and your business landscape. it can tell you how your company is perceived by the target customer and clients you want to reach

Question 9

State the chairpersons responsibilities

Answer 9

1. To ensure that the previous minutes are a correct record
2. To start the meeting punctually
3. To work considerably through the agenda explaining clearly the item being discussed
4. Try ensure that everyone has the opportunity to speak and that discussion is kept to the point

Question 10

Duties of a secretary before a meeting

Answer 10

1. Put up direction signs to meeting room
2. Place a ‘meeting in progress’ notice on the door
3. Check the room before the meeting to ensure that it is organised the way you want it and there is suitable heating, ventilation and lighting
4. Check that water jugs, glasses, stationary and audiovisual aids are in position and that refreshments will be served at appropriate time.
5. Confirm parking arrangements

Question 11

Duties of a secretary during the meeting

Answer 11

1. Assist the chairperson throughout the meeting with files, papers etc
2. Take notes summarising all the points discussed at the meeting so that minutes can be drafted after the meeting
3. Make a separate note of any action to be taken by you or the chairperson
4. Check that all those present have signed the attendance register

Question 12

Duties of the secretary after the meeting

Answer 12

1. Remove the ‘meeting in progress’ sign and direction signs
2. Clear the room and leave it tidy. Check that no one has left anything behind
3. If necessary, notify the catering staff that they may collect the unused refreshments
4. Notify the switchboard that the meeting has finished
5. Record the date and any other important information about the next meeting in the chairpersons diary and your own

Question 13

State points if the computer misuse act

Answer 13

1. Unauthorised access to computer files such as a programs or data
2. Unauthorised access to a computer system with malicious intentions
3. Unauthorised modification of computer files
4. Creating and spreading malicious software, ie viruses

Question 14

State points if the copyright and designs act

Answer 14

1. Unauthorised replication or modification of copyright protected content
2. Permission from the copyright holder must be given
3. Music/CDs
4. Graphics and logos
5. Software

Question 15

HASAWA 1974

Employers must…

Answer 15

1. Provide protective clothing where necessary
2. Ensure staff are trained in health and safety
3. Keep the health and safety policy up to date
4. Have regular check ups on equipment

Question 16

HASAWA 1974

Employees must…

Answer 16

1. Cooperate with health and safety policy
2. Report accidents or faults
3. Look after colleagues, customers, visitors health and safety by acting responsibly
4. Use the correct equipment, wear protective clothing and follow out training

Question 17

Describe advantages of cellular layout office

Answer 17

1. Privacy
2. Quiet as the door can be closed
3. Can regulate heat and lighting to suit your own needs
4. Status in receiving your own room

Question 18

Describe disadvantages of cellular layout

Answer 18

1. Wastes space
2. Difficulty to supervise activity
3. Employees may feel isolated
4. Can’t share resources and equipment eg printers

Question 19

Advantages to open plan office

Answer 19

1. Less space is wasted
2. Easier to supervise
3. Promotes team working
4. Resources can be shared
5. Staff don’t feel isolated

Question 20

Disadvantages of open plan

Answer 20

1. Can be noisy and difficult to concentrate
2. Lacks privacy
3. Can’t change the heat or lighting
4. Increased distraction and interruptions from employees

Question 21

Features of good file management

Answer 21

1. Having appropriately named files
2. Archiving or deleting unused or outdated files
3. Creating regular back ups
4. Performing regular anti virus updates
5. Having added security on files

Question 22

Electronic Diaries Vs Paper Diaries

Answer 22

1. Access others’ diaries to check appointments
2. Avoids double booking as an automatic warning will be given
3. Regular appointments can be set up for automatic reminders
4. Set up an address book or a priorities list
5. Using search tools as it’s faster

Question 23

What are ‘minutes’

Answer 23

It’s the term given to the written record of what was discussed and decided during a meeting - they should be brief, accurate and clear. Secretary’s responsibility

Question 24

What is the notice of meetings

Answer 24

Explain what meeting is to be held, where it is to be held and when it’s to be held

Question 25

What is the agenda

Answer 25

The agenda outlines what is to be discussed at the meeting. This gives those attending the meeting an opportunity to prepare for the meeting