KOD DAN NAMA PROGRAM /
PROGRAM’S CODE & NAME
FB-024-2:2012 / OFFICE ADMINISTRATION
TAHAP / LEVEL LEVEL 2
NO. DAN TAJUK UNIT KOMPETENSI /
COMPETENCY UNIT NO. AND TITLE
C02- OUTGOING COMMUNICATION
NO. DAN PENYATAAN AKTIVITI KERJA / WORK ACTIVITIES NO. AND STATEMENT
1.IDENTIFY OUTGOING COMMUNICATIONS REQUIREMENT
2.PROCESS OUTGOING COMMUNICATION 3.RECORD OUTGOING COMMUNICATION NO. KOD / CODE NUM. FB-024-2:2012/C02/P(2/3) Page : 1 Of :
TAJUK/TITLE: PROCESS OUTGOING COMMUNICATION
TUJUAN/PURPOSE:
This Information Sheet is intended to describe on all activities involved in outgoing communication to enhance the user’s knowledge relevant to the process outgoing communication.
By understanding the material in this chapter, trainees will be able to: 1. Identify outgoing telephone etiquette and procedures 2. Identify facsimile machine usage procedures
3. Describe the procedure to prepare outgoing facsimile cover page SELANGOR DARUL EHSAN.
KERTAS PENERANGAN
Outgoing telephone etiquette
- Telephone etiquette is an important aspect of managing a successful small business.
- You need to keep in mind that every caller could be a potential or existing customer, and the way that you handle calls will directly impact your ability to win new customers, build relationships and increase sales.
- Telephone etiquette allows you to communicate effectively, reduces the possibility of misunderstandings and shows professionalism.
- Telephone etiquette is important when you are making calls as well as when you are answering calls.
- When the telephone rings in your business, you should aim to answer it on the second ring whenever possible.
- You should answer the phone with a greeting followed by your business name and then your own name.
- Don't put people on hold immediately after answering the phone as people may interpret this as rude and think you aren't interested in their inquiry.
- When you are talking on the phone, it is important that you speak clearly and loudly enough for people to understand you. You might also need to speak slowly if the other person is taking down notes or prices based on what you are saying.
- You should always have a notepad and something to write with when talking on the phone in case there is something important that you need to note down. Also have any necessary information or documents at hand in case you are asked about specific information.
- When making outgoing calls to either individuals or businesses, you should try to keep your calls within business hours. Remember that the person you have called may be busy, so be prepared to wait on hold, leave a message or call
back later. If you accidently call a wrong number, apologies and state your mistake before you hang up.
Procedure of phone calls
- Answering the phone ‘with a smile on your face’ might sound cheesy but it really works. It doesn’t matter if you are having a bad day, are half way through a complicated spreadsheet or half way out of the door on the way home. Your caller takes priority. Warm and enthusiastic is suddenly the order of the day. - Always mention your company name in your greeting. It confirms where the
caller is ringing without them having to check and sets the tone for a professional conversation.
- Speak clearly and use professional language – enunciate every word and avoid using ‘cheers’, ‘uh-huh’, ‘mate ‘,’yeah’ etc. You are speaking to a business contact not your drinking pal. Keep it friendly but business-like.
- When taking a message check the information you are noting. Re-confirm any spellings that you are unsure of back to the caller. I can almost guarantee any subsequent emails to ‘Katy’ will put you on the back foot if you put ‘Dear Katie’. If you are taking down email addresses or telephone numbers always read these back. You don’t want a red hot business lead in your hand that you can’t get back to.
- Learn the phonetic alphabet and use it when you are confirming spellings back. It’s not difficult to pick up and N for November sounds so much better than ‘So that’s N for Noddy?’
- Even if you have no idea what they are talking about remain positive and professional by using ‘let me find that out for you and come back to you’ rather than ‘I don’t know’ as it shows interest and a willingness to help.
- If possible give the caller an idea when they can expect a call back. If your colleague is in a meeting or out of the office for the afternoon explain it may be the following day that they get a response and check if someone else can help them. Your poor colleague may well get a frosty reception if they call back a day later and from the way you took the message the caller had expected a quicker response.
- If you have to put people on hold make sure you go back to update them every few seconds or so and remember to keep offering to have them called back
- Be aware your out of hours callers are just as important as those who call within office hours. You may well receive calls in the evening and over the weekend particularly if your callers are consumers. Have a professional call answering service in place for these people – your next big sale could come through when your office is closed. Don’t put them off by letting the phone ring or using an impersonal answer phone. A new customer will almost certainly call the next business in your industry that bothers to pick up.
Facsimile machine usage procedures Step 1
Create a fax cover page for your transmission. Most companies have a standard cover page with the company logo and space for the number of pages to be transmitted, including the cover page. Include sender contact information in case there is a transmission problem, and recipient information so the document can be delivered to the right person.
Place the pages on the tray so that the cover page will transmit first. Most fax machines have an input tray or slot to receive the document to be transmitted. Be sure you orient the document according to the instructions that are usually found on the machine or tray itself. If you place it the wrong-side down, you will transmit a blank sheet of paper. Step 3
Enter the phone number of the destination fax machine on the fax machine’s keypad. Your business’s phone system may require you to enter a number to acquire an outside line, so be sure to follow your internal procedures for phone calls.
Step 4
Press the “Start” or “Send” button to begin the transmission. The fax machine scans the document, dials the destination number and transmits the document. When finished, it prints a transmission status page with either an “OK” or a “Transmission Failed” message. If the latter is the case, repeat the process.
Computer and Scanner Step 1
Scan the document you want to transmit into a word processing document or an imaging document. Settings depend on your particular scanner, but should be at least 300 dots per inch, or dpi. Document types available may be “Image,” “Text,” “Color” or “Black and White.”
Step 2
Click “File,” then “Print.” If you have fax software installed, you should see "Fax Printer" as one of the options. If you do not see this option, install the fax machine's software on your computer. Select the “Fax Printer” and click “OK” to start the fax information dialog process.
Enter information into the dialog boxes. This includes sender and recipient information, as well as the phone number of the recipient’s fax machine. You may have the option of sending a cover sheet that will incorporate all of this information. Click “OK” or “Finished” on the final dialog to start the fax process and open the fax monitor window. If your computer’s volume is on, you hear the dial process begin, and when the fax is sent, you get a confirmation in the fax monitor window.
Procedure to prepare outgoing facsimile cover page
Procedure of Outgoing Mail
Mail sent out of the office is documented on an outgoing mail log which describes the date and to whom it was sent, by whom and what it was regarding. The outgoing mail logs are kept in a binder, which is located next to the outgoing mail bin.
Step-by-Step: Sending E-mail Attachments
Here's how to e-mail documents, spreadsheets, photos or any other type of file. The example below uses Microsoft Outlook, but most mail programs, even Web-based e-mail like Ge-mail, Hote-mail and Yahoo! Mail, work the same way. (Here are instructions for
1. Open your e-mail program, launch a new message window and compose your message.
2. Click the attachment icon (the paper clip) or insert the file by selecting from the drop-down menu.
3.Browse your hard drive or removable disks to locate the file you want to attach. Click it to highlight the name, then click the Insert button.
4.An icon or message should now appear indicating that the file has been attached.
Sending an E-mail Message
E-mail is by far the most popular service on the Internet. Sending messages is a snap. Just follow these simple steps. (Although this example uses Microsoft Outlook, most e-mail programs work the same way.)
1. Open your e-mail program and launch a new message window by clicking on the appropriate icon.
2.In the TO box, type the name of the recipient. It should take this form: [email protected]. Make sure you enter the address correctly or the message will return to you.
You can send a message to more than one person by entering multiple addresses. Just put a semicolon (;) between each address.
You can also send a copy (cc:) and a blind copy (Bcc:) to multiple addresses. Your return address is automatically sent to the recipient.
3. Type the subject of the e-mail.
4. Write your message in the message window. You can also copy text from a word processing program and paste it into the window.
Outgoing business correspondence log book
Sorting outgoing mail
Each legal firm will have its own preferred method for collecting and sorting the outgoing mail. If these methods are not documented in the firm’s Policies and Procedures Manual then make sure you consult your supervisor.
Some firms will expect you to collect the mail that needs to be sent that day from various locations. This may include lawyers’ offices and other offices, such as accounts or administration offices. Other legal firms will have a procedure that involves all personnel depositing their outgoing mail in a central location.
Example of an Outgoing Mail Register
Date mail sent
Sender Matter Number
Content Sent to Method of delivery Cost of delivery 18/09/2000 H. Gleitman 2000HG2355 Copy of Vendor’s Statement.
Smith and Tong Partners, 1200 Carlisle St Melbourne
18/09/2000 H.
Gleitman 2000HG2247 Progress Report
Mr Davenport 12 Rock Road Toorak
Flash
Couriers N/A
Preparing urgent mail for dispatch
As with other outgoing mail items you should prepare urgent mail items appropriately. Depending on the delivery method used, there may be a number of tasks that you have to perform to prepare the mail. As appropriate these tasks may include the following:
Checking that the correct contents are included Checking that the correct address has been attached Contacting the service provider
Weighing the mail item
Ensuring that the correct wrapping is used, such as a satchel.
Each service provider may have other specific requirements, such as the completion of certain documentation that you need to be aware of. If you are unclear as to how to prepare an item you can contact the service provider.
Procedures for handling outgoing mail Steps in the handling of outgoing mail:
the mail is placed in a tray for outgoing mail
the mail clerk sorts the mail into batches and records the mail items in the outgoing mail register
the mail clerk weighs the letters to determine the cost of postage
Question
---2. State procedure of facsimile
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