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Work within the administration protocols of the organisation

Content

• Section 1: Complete workplace forms and documents
  • Workplace forms and documents
  • Administrative protocols
  • Selecting appropriate forms
  • Version control
  • Communicating your message
  • Organisational policies and procedures
  • Personal documents
  • Summary
  • Self check
• Section 2: Store and maintain organisational information
  • Storing organisational information
  • Information storage protocols
  • Using databases
  • Computerised records
  • Access to information
  • Confidentiality and privacy
  • Security of information
  • Reporting a breach
  • Summary
  • Self check
• Section 3: Use and maintain equipment and machines
  • Workplace equipment and machines
  • Safe use of equipment
  • Storage and disposal of equipment and materials
  • Inventories and lists of supplies
  • Maintenance
  • Training
  • Summary
  • Self check
• Section 4: Manage inquiries in accordance with organisational policy and protocol
  • Responding to inquiries
  • Telephone techniques
  • Taking messages
  • Communicating with others
  • Using communication equipment
  • Summary
  • Self check

Audio/Visual

Audio case example

Gunter Schmidt from Munich in Germany is calling Heritage Lodge to make a booking. His English is reasonable; however, over the phone the receptionist finds it hard to understand him. She is not very tolerant and as she loses patience with him his English begins to falter.

Listen to Gunter's booking call

Text version

Audio case example

Confidentiality and privacy

Text version

Audio case example

Telephone manners

Text version

Audio activity

Taking messages

Print out a copy of this message pad, or use a similar one from your workplace.

Example message pad

Listen carefully to the message below and use your message pad to write down the details, so that the co-worker has all the relevant details.

Listen to the message

Text version

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© The State of Queensland (Department of Communities and Disability Services Queensland) 2007.

Queensland Government