Higher Admin & IT Past Paper PDF

HIGHER ADMIN & IT OUTCOME 1: Effectiveness of Admin Practices in the Workplace Topic: Duties, Skills & Qualities /MANAGER Contents Admin Assistant & Admin Manager.........................................

HIGHER ADMIN & IT OUTCOME 1: Effectiveness of Admin Practices in the Workplace Topic: Duties, Skills & Qualities /MANAGER Contents Admin Assistant & Admin Manager.................................................................................................. 3 Duties Undertaken by an Administrative Assistant....................................................................... 3 Duties Undertaken by a Senior Administrative Assistant.............................................................. 3 Skills/Qualities of an Administrative Assistant.............................................................................. 4 Skills/Qualities of a Senior Administrative Assistant/Manager...................................................... 6 Administrative Manager’s Role..................................................................................................... 6 Page 2 Admin Assistant & Admin Manager What is an Administrative Assistant? An Administrative Assistant is an individual who provides various kinds of administrative support to people and groups in organisations. What is a Senior Administrative Assistant? A Senior Administrative Assistant or an Administrative Manager is an individual has authority and responsibility over Administrative Assistants. They have a promoted post. Duties Undertaken by an Administrative Assistant The Administrative Assistant is likely to be involved in the planning and organising of events, such as business meetings and conferences. As such they will be expected to be able to multi-task and undertake a broad range of duties including:  Filing information and documentation (manually and using computerised databases) and being able to find them again when necessary. They must also ensure confidentiality of private and sensitive information.  Recording information in e-diaries and organising meetings and events. They would also organise travel and accommodation for staff on business trips.  Creating and updating databases and spreadsheets which ensures efficient information handling.  Preparing a range of business documents including letters, agendas, invoices and reports to a professional standard using appropriate computer software.  Dealing with requests for information (electronic/paper and verbal) from colleagues or customers.  Reprographic tasks including photocopying documents and booklets, and binding and scanning documents.  Overseeing the maintenance of non-computing office equipment to ensure it is in good working order (for example copiers, printers, collators and laminators).  Ensuring office supplies are replenished as and when necessary (for example paper, office stationery, printer toner).  Operating a petty cash system to reimburse staff if they have their own money to pay for business items, for example taxi fares. Duties Undertaken by a Senior Administrative Assistant Examples of tasks undertaken by the Senior Administrative Manager include:  Plan and Manage Meetings - they are responsible for planning all meetings that involve senior management. Page 3  Develop and Maintain Filing System – they create paper and digital filing systems and ensure admin staff file according to the system created.  Develop and Implement Office Policies and Procedures – they set the rules of the office. They know exactly what the management needs are of their employees, so they work to create policies and procedures that support these needs.  Leading & managing a team – they have responsibility for leading Junior Admin Assistants and setting them targets.  Assigning tasks/delegate – they have responsibility for dividing up the team’s workload and allocating jobs to different Admin Assistants depending on their strengths. For more senior administrative assistants, many activities or tasks will involve some supervision of others and a higher level of responsibility. A more senior administrative assistant will be responsible for making decisions, working with other departments, liaising with management, tasking and monitoring other staff and ensuring systems and procedures are implemented and maintained efficiently. Skills and Qualities It is important to remember the difference between a skill and a quality. A skill is something that you are competent in, something you can do well. A skill can be learned and developed. Examples – communication skills, IT skills, people-management skills. A quality is a characteristic you have; something within your personality; something that you ‘are’. Examples – good-humoured, polite, generous, outgoing. The role of a Senior Administrator/Administrative Manager will differ from the role of an Administrative Assistant. While some of the skills and qualities required will be similar – a Senior Administrator role requires specific skills related to planning and management of administration within the organisation. Skills/Qualities of an Administrative Assistant/Administrator The ability to independently order tasks, paperwork and resources in a logical, structured way, through the use of good filing, to-do lists etc. Being well Good Organisation Skills organised is important because it means tasks will be completed on time and that paperwork can be found when needed. The ability to transfer information from one person to another accurately, Good Communication whether verbal, written, visual or through body language. Good Skills communication skills are important because it means the message is fully understood and work can be carried out efficiently. The ability to produce accurate work or to spot mistakes before work is Attention to finalised and published. Attention to detail is important because it means Detail/Accurate/Careful work quality is improved - mistakes lower work quality and creates a bad Page 4  impression of the person that carried out the work and the business. Time then needs to be taken to fix the mistakes. The ability to organise and plan how to give the correct time to different tasks. Good Time Good time management is important because it means the Administrator will Management not waste time and will be able to complete their tasks on time and be less stressed. The ability to use software such as word processers, spreadsheets, database, Good IT Skills edairies, internet searching etc. Good IT skills are important because the vast majority of tasks completed by an Admin Assistant involve the use of IT. The ability to work well with others while performing your job. It requires good communication and listening skills as well as a good attitude, manners, Good Interpersonal behaviour etc. Good interpersonal skills are important because it helps create Skills good working relationships with other employees which improves productivity and it helps create good relationship with customers who are therefore more likely to return. The ability to accept and deal with problems or changing circumstances without becoming annoyed, anxious or stressed. Patience is important because the Admin Assistant deals with a lot of other employees and Patient customers and a lot of tasks. They are constantly multi-tasking. Being patient means they will not become flustered so the quality of their work is maintained and they will be able to deal with annoyed or awkward customers without making the situation worse. The ability to say the right thing considering the circumstances of the situation by taking into account the other person’s feelings and being discreet. Being Tactful tactful is important to maintain good working relations with other team members and maintain a good relationship with customers, helping them remain loyal and recommend the business to friends/family. The ability to carry out the work assigned by the required deadline without Dependable/Reliable/ close supervision. These are important because the Administrative Manager Hard Working cannot watch over the Assistant all the time. They need to be able to trust the Assistant is carrying out the tasks as expected. The ability to work confidently within a group, contributing your own ideas effectively, taking a share of the responsibility, accepting and learning from Good team working constructive criticism and giving positive, constructive feedback to others. skills Team working skills are important as the Admin Assistant will always have to work as part of a team. Without good team working skills the team will not be effective. The desire and readiness to know new things, to develop new skills and to improve personally. It is important because the Admin Assistant will have to Willing to learn deal with new technology, software, legislation throughout their career and therefore needs to be able to keep up-to-date with and adapt to these changes. The ability to process information and find solutions to difficult or complex issues. This is important because every organisation and individual will face Problem-solving skills problems in their job and these skills will enable the Admin Assistant to find a successful solution quickly and generally independently. The ability to stay calm and focused when in a stressful situation. This is important because changes and unexpected events, problems or challenges Ability to cope under do occur, regardless of being well-planned and organised. The ability to pressure respond effectively to pressure will help ensure deadlines are still achieved, quality of work is maintained and staff are less stressed. Page 5 Skills/Qualities of a Senior Administrative Assistant/Manager A Senior Administrative Assistant or Manager should possess many skills/qualities. Some are: The thinking skill that helps the manager develop strategies to Planning accomplish goals/targets set. The ability to allocate tasks to subordinates fairly and to the right Delegation Skills subordinate, taking account of their skills. Coaching/Mentoring The ability to help a subordinate learn and develop in their career Skills and thus improve their performance. Monitoring and The ability to track performance/progress towards a target and to Controlling skills take corrective action if progress is not on target. The ability to integrate activities, responsibilities, and structures to Coordination Skills ensure all resources (equipment, staff etc) are used most efficiently to achieve the goals/targets. The ability to encourage subordinates to be committed, engaged, Motivational Skills hard working towards their daily tasks and towards the achievement of targets/goals. The ability to organise and plan how to divide time between specific activities. It enables the manager to work smarter – not harder – so Good Time Management that they get more done in less time, even when time is tight and pressures are high. The ability to set themselves and subordinates goals/objectives. This Good at Target Setting allows all efforts to be channelled towards the achievement of these. The ability to convey or share information accurately, clearly and as Communication Skills intended either in verbal, non-verbal or written form to their line manager and their subordinates. The ability to remain calm, even when after a long wait or dealing Patient with something difficult or slow or when trying to teach someone and they just don't get it. It involves acceptance and tolerance. The ability to show sensitivity and discretion in dealing with others Tactful/Discretion or with difficult, private or sensitive issues. Administrative Manager’s Role  Organisation of work, delegation and setting deadlines  Advanced ICT creation and manipulation skills  Present information and strong communication skills  Interpersonal skills, reliable and discreet  Manage, support and supervise an admin team. Page 6