Professional Documents
Culture Documents
Administrative Services
Higher
Support Materials
OUTCOME 1:
Aims
By the end of this Outcome you should:
A yearly wall planner can be a useful visual way in which to display dates of annual
events. Such planners are often made of reusable plastic with information being written on
them with a non-permanent marker. As well as marker pens, magnetised coloured strips or
labels may also be used on a wall planner to identify events.
Work which can be planned or prepared for on a monthly basis is usually routine and will
often be transferred from the yearly planner to a monthly task list. This work will include:
• monthly department meetings
• staff appraisal/progress interview arrangements
• monthly reports, e.g. collation of sales figures.
Some of the weekly tasks will be ‘transferred’ from the monthly task list.
Tasks generally fall into one of five categories, namely:
• urgent – very high priority
• must be done – high priority
• should be done – medium priority
Priorities Lists
At the beginning of each week and at the start of the working day, it is a good idea to plan
tasks by completing a Priorities List or an Action Plan.
A Priorities List, sometimes known as a ‘to do’ list, can be used to detail a number of small
tasks or to detail a large complex task by breaking it down into a series of small tasks.
When preparing a Priorities List the administrative assistant should:
• list all the tasks requiring to be done
• break each task down into a series of smaller tasks (steps) that have to be taken to
complete it, e.g. to arrange a meeting might require the administrative assistant to check
dates in diaries, check the number of people attending, check room bookings, book a
suitable room, arrange catering and prepare papers for the meeting (all of these steps
should be listed)
• number the tasks in the order in which they should be carried out
• estimate the time it will take to complete each task (step)
• note any changes/problems that affected the priorities
• tick (or cross off) each task (step) on the list once it has been completed
• indicate which jobs require to be carried forward to the next work session.
A Priorities List is usually prepared on a daily basis but depending upon the nature of the
work it may be more appropriate to prepare a Priorities List on a weekly basis. No matter
the time frame, the Priorities List should be viewed as an active document which is
continually being referred to and changed. In the example shown below, the Priorities List
was drawn up at the beginning of the day and then completed at the end of the day or as
unforeseen problems arose.
Two examples of Priorities Lists are shown below. The first shows a number of small tasks
and would have been drawn up at the beginning of the day and then completed at the end
of the day or altered as unforeseen problems arose.
The second example shows a more complex task that has been broken down into smaller
tasks.
N.B.
1. Italics have been used to indicate areas which also feature in the Action Plan
example.
2. The tasks were entered first followed by the priority order but it would be equally
appropriate to enter the tasks in priority order, i.e. 1-11.
N.B.
1. When breaking down a large, complex task, it is more useful to list the tasks in the
order in which they are to be attempted.
2. The forms referred to are contained in the Procedures Pack.
3. For more information on arranging meetings see Higher Administrative Services,
Outcome 5.
Some of the tasks detailed on an Action Plan would be transferred to the Priorities
List.
More detailed project analysis can be recorded on a ‘work plan and review’ form
which will be discussed later.
Discuss with line manager hotel 2 hours 3 hours Possible – costs, facilities, distance
criteria that should be met. from airports/train stations, number
of hotels required in each city.
Research hotel information 6 hours 8½ hours Possible sources of information:
AA/RAC Handbook, Internet,
Yellow Pages and Thomsons local
directories.
Compile structure of hotel 1 hour 45 minutes Suggest to boss additional field
database. should be ‘discount offered’.
Enter data into database 5 hours
records.
Review use of hotels on a 30 minutes monthly
regular basis and update records
accordingly.
N.B.
1. Italics have been used to indicate areas which also feature in the Priorities List.
2. The last two tasks on the Action Plan have still to be completed.
It should, therefore, be remembered that when compiling Priorities Lists and Action
Plans that:
• work schedules should have some degree of flexibility built in
• tasks should not be left to the last minute – planning should ensure that should an
unforeseen situation arise, it would be unlikely to make the completion of a task go
beyond the scheduled deadline.
Priorities Lists should have a mixture of high, medium and low priority tasks so that
some tasks can be delayed if necessary. If a Priorities List only included high priority
tasks then an emergency requiring a change to plans would result in the administrative
assistant not knowing which task should be left until another day. A mixture of tasks
would enable low or medium priority work to be tackled another day, whilst
hopefully, leaving some time to deal with the high priority tasks.
Above all, the administrative assistant should remain calm and, if necessary,
reschedule work or call on others to help complete the work.
Organising
An administrative assistant will often have many tasks to deal with at any one time.
An orderly and neatly arranged workplace will assist the administrative assistant in
carrying out tasks.
The following organisational or planning aids can assist the administrative assistant in
managing tasks:
• desk diaries }
• electronic diaries }(see also Outcome 3)
• reminder systems
• Priorities Lists/Action Plans.
Time Management
Time is a limited resource and administrators need to use time well in order to
maximise efficiency. Good time management techniques should ensure that:
• the best use is made of the time available
• time-wasting activities are minimised
• more time is made available for important or urgent jobs.
If time is not managed effectively then problems can arise, for example:
Activity panic
Jobs are left unfinished and the administrative assistant is left running from one crisis
to another as deadlines approach.
Work overload
Being pressed for time which results in an ever-increasing list of jobs that still have to
be tackled.
Stress
Poor time management leading to stress with the administrative assistant feeling that
the work will never be completed.
Lack of forward planning Make better use of Priority Lists and Action Plans.
The telephone Learn to control the conversation. Do not allow conversations to
run on for too long. If it becomes apparent that there is a lot to be
discussed, suggest a meeting at a more appropriate time.
Schedule a time of the day to make calls.
Unexpected visits from colleagues Be polite but firm especially if the person is just looking for a
chat. Stand up as the person enters the room. Inform the person
you cannot stop work, e.g. ‘I would love to chat, but I really
must get on with this piece of work. Why don’t we meet for
lunch tomorrow?’ If the person wishes to discuss a work matter
let them know it has to be kept brief, e.g. ‘I can only spare 5
minutes at the moment so fire away.’
Taking on too much work Learn to say NO! Be assertive. If your work is piling up you
must approach your line manager and ask for help or for a halt to
new work being allocated until your desk is clear.
Taking work home Approach your line manager about workload. If realistic aims
and targets are set, you should be able to manage your work
within the working day.
Not assessing priorities correctly Take time at the beginning and end of each day to assess what
tasks have been completed, what tasks need to be carried
forward and what tasks are new. Note all carry forward tasks on
your Priorities List for the next working day. Prioritise the tasks
as urgent, must be done, should be done, could be done and
could be delegated.
Lack of self discipline or shuffling Use your Priorities List. Do not procrastinate (put off) tasks
papers which you do not particularly like doing. Tackle one or two
uninteresting tasks per day – do not allow them to pile up.
Reward yourself for completing these tasks. Practise handling
papers only once, i.e. do not keep picking up and putting down
papers – deal with them as they arrive whenever possible.
Communication problems Communicate clearly – recap on instructions that you may be
giving to staff or read back tasks allocated to you by your line
manager. This cuts down on the time wasted through clarifying
obscure messages or checking on missing facts.
Making unnecessary journeys Group jobs so that visits to other departments, the photocopier,
the mail room, etc are cut down to one or two trips per day.
Searching for lost papers File, file, file! Set up and maintain filing systems that are backed
up with cross referencing.
Darting about from one task to Prioritise all work and stick to the list (unless emergency
another situations arise). Finish a task before moving on to the next task
on your list.
Delegate If you have staff in a more junior position to yourself learn to
delegate. Accept that others can do tasks as well as you can.
Book time for yourself Allow yourself a time slot in the week when nobody (except
your line manager) can interrupt you unless it is an emergency.
This could involve the use of a ‘do not disturb’ sign, red time
(whereby a red sign on the desk means do not disturb) or any
other appropriate method of informing colleagues that your work
is not to be interrupted.
Targets can appear in many different documents (e.g. on Action Plans, on Priorities
Lists, in diaries or on Personal Development Plans) and in many different forms.
Whether targets are complex or simple, short term or long term, they should all have
certain characteristics, i.e. they should be SMART.
An administrative assistant may be set the following targets following discussion with
the line manager:
1. by the end of next month a database of 100 suitable UK hotels for company travel
business is to be compiled for use within the organisation;
2. within the next two months the manual filing system detailing employee records is
to be transferred to a database;
3. by 30 September the administrative assistant is to attend a training course
covering the preparation of PowerPoint presentations.
Review Processes
An organisation may decide to carry out a review of any long term projects to
identify:
1. any problems that occurred and identify ways in which these problems could be
avoided in the future;
2. any future staff development needs.
A work plan and review form is one method of focussing on specific projects. A work
plan and review form may focus on projects which have been identified on an Action
Plan or it may take the place of an Action Plan. To complete a work plan and review
form the following steps should be taken:
1. transfer the identified project/assignment from your Action Plan (as appropriate) –
the project will usually be medium to long term, e.g. representing two months’
work;
2. list the associated tasks that are required to carry out the project;
3. number the tasks to be undertaken, in order;
4. for each task, set appropriate targets in discussion with your line manager,
including an estimated time limit;
5. identify and list the resources needed to complete each task;
6. periodically review your work, commenting upon any difficulties that have been
encountered;
7. discuss with your line manager any changes which require to be made to targets.
8. tick completed targets;
9. at the end of each target evaluate and review your actions, identifying points that
could be improved upon or changes you would make if repeating the project.
Arrange meeting with line 1 1 week Current criteria used for selection of hotels. See meeting notes for criteria list and 9
manager. Discuss: possible field names.
(a) criteria to be used
Schedule two, one-hour meetings.
(b) information that end
users of database will
need.
Research hotel info. 2 2 weeks RAC/AA Handbooks, Internet addresses, Yellow Possible monthly check to see if any Off ill for
Pages or other classified directories, e.g. changes have been made, e.g. changes to one week,
www.inbusiness.co.uk for Thomson details. tariffs? Break task down into six extend all
Separate website address list for current hotel separate hours. targets by
information? one week
Compile structure of hotel 3 1 day Check fields with line manager before 9
database entering hotel details. No longer than
one hour.
EVALUATION AND REVIEW This project went well and I completed most targets on time. In future if any similar tasks are allocated to me I would have a weekly ten-
minute progress meeting with my line manager. This would also give me a chance to suggest any improvements that I may think about after starting the job. I need more
practice linking databases together and interrogating information.
THIS FORM HAS BEEN TAKEN FROM THE HIGHER EXEMPLAR STUDENT ACTIVITIES
Personal Development Plan = a document which can be used to record formally areas
of strength and areas for development. Methods of improving the areas for
development along with target dates can also be recorded on the Personal
Development Plan.
Employees are encouraged to identify, in discussions with line managers, areas where
they have particular strengths and areas where they would wish to acquire or develop
knowledge and skills. The information, which is recorded on a Personal Development
Plan, can form part of a formal staff appraisal system or be used within an informal
staff development and review process. A Personal Development Plans allows an
employee to:
• focus on specific aspects of his/her job
• identify skills that the employee already has and which can be shared with other
employees
• identify his/her training needs
• expand his/her job role within the organisation.
DATE AREAS OF COMPETENCE AREAS OF DEVELOPMENT REQUIRED TARGET REVIEW NOTES INITIALS
IDENTIFIED DEVELOPMENT DATE
IDENTIFIED
30 June Access database construction. Linking different databases Training course in Access at Advanced 30 Sept Course now attended and SG
Sorting records on more than together. More advanced level. putting skills acquired into
one field. interrogation of practice. SK (line
information. manager)
15 Geographical filing Use of PowerPoint Training course in PowerPoint at 1 Feb Course now attended. Agree SG
November package for presentations. Beginner level required. to put skills into practice by
preparing a presentation for SK
next month’s team meeting.
28 May Neat and tidy workspace Dealing with awkward Time spent with Senior Receptionist to 30 June Spent time with the Senior SG
maintained. visitors at Reception. identify ways of handling difficult Receptionist. Now looking
situations. forward to a week’s SK
secondment to Reception.
THIS FORM (DP1) HAS BEEN TAKEN FROM THE SUPPORT MATERIALS (PROCEDURES PACK)
Where targets are set for employees a system for controlling and monitoring those
targets requires to be in place. Such systems should not be over-complicated and
should not be viewed by employees as a way in which they are being spied upon.
They should be seen as a constructive aid to help the individual worker achieve
targets and receive any necessary assistance. Targets can be monitored and controlled
using various methods including:
• random or sample checks of work where some, but not all, tasks are looked over by
the immediate superior
• double checks whereby a completed task is also undertaken by the immediate
superior in order to pinpoint if there are any problem areas or to ensure results
obtained are the same
• buddy systems whereby an employee is paired with a more experienced employee
who can be called upon for help and advice
• mentoring systems where an employee is assigned a more senior member of staff
(not necessarily the line manager) who can be called upon for help and advice
• Gantt charts which show at a glance whether or not projects are on schedule
• periodic method and systems audits whereby existing procedures are reviewed and,
if necessary, amended where the change will result in greater efficiencies or
improved work practices.
Control mechanisms should aim to establish sooner, rather than later, whether targets
are running to the planned schedule. Systems should, therefore, monitor progress on
an on-going basis. Possibly the best method of monitoring progress continuously is to
ensure that there are good communication channels in operation which allow
employees to discuss whether or not targets are on schedule. Progress can be
discussed and recorded at:
• regular team meetings
• regular one-to-one meetings between employee and line manager.
In some instances it will be possible to bring the targets back in line with plans. For
example, you may be offered overtime or it may be possible to trim back some tasks.
In other situations, however, the completion dates for targets may have to be changed,
especially if the circumstances are beyond your control. In such instances it is
important to gather all the evidence that you can to justify why a target date has to be
changed. It is also helpful to suggest ways in which slippage of targets can be avoided
in the future.
In any situation where it is apparent that targets are not going to be achieved it is vital
to remember that the problems must be discussed with the line manager as soon as
possible.
Likewise, when you are the receiver of a verbal message, you should:
1. listen to the message carefully;
2. question anything you do not understand;
3. recap what the message is about and what, if anything, you have to do.
There will, however, be times when it is not appropriate to communicate verbally and
written communication will be necessary.
Such documents are increasingly being sent by electronic means, e.g. by e-mail
(internal and external) over computer networks or the Internet, and by fax.
When communicating a message in writing, there are some golden rules which should
be followed:
1. briefly introduce or explain the problem or request;
2. explain the problem or request in more detail but avoid giving unnecessary
information;
3. summarise the request or suggest alternative courses of action.
The method of communication chosen will depend upon a number of factors, for
example, the:
• intended audience
• length of the message
• type of information that is to be communicated.
Business organisations are usually formal, that is, they have a well-defined structure and
the members of the structure have specific roles to fulfil. The common objective of most
business organisations is to make a profit.
The principal function of the business will be to produce or sell goods or services to
achieve the profit objective. Organisations are often split into departments that work
together in order to fulfil this objective, e.g. the Sales Department, the Purchases
Department, the Accounts Department and the Production Department. Other departments
will service the operations aspect of the company, e.g. the Human Resources Department
or the Staff Canteen.
Whether the organisation is big or small, the role of some members within each department
or within a separate ‘Office Services’ Department, will be the provision of administrative
support to the other members of the organisation. Some examples of the type of tasks that
will be carried out by the person/people with an administrative role are listed below:
• answering the telephone
• filing and retrieving correspondence
• word processing letters and documents
• staffing the reception area
• collecting and distributing mail
• reproducing documents
• processing petty cash
• processing orders.
1. Collects information.
Information pours into the organisation from a variety of sources via a number of
different means of communication: e-mail, post, telephone, fax, visitors, etc.
3. Records information.
If records are not maintained properly it may be impossible at some future time to
refer to or find important documents.
Identify the Scope and Limit of Your Own Authority for Action
The administrative assistant will be responsible for organising and planning his/her
workload. The administrative assistant’s line manager will, in discussion with the
administrative assistant, set appropriate targets and deadlines for completion.
When agreeing and setting targets it is essential that every employee knows:
1. exactly what duties his/her job involves;
2. to whom they are accountable;
3. who, if anybody, they are responsible for.
There are two documents that will help with the above, namely:
• the job description
• the company organisation chart.
A job description is a formal statement (written) describing the purpose and duties of
a particular job. By being familiar with the content of the job description employees
should be able to determine whether or not they are being asked to complete tasks that
are outwith the remit of the position. A detailed job description will cover the
following areas:
• identification of the job: job title, department and number of people doing this job
• purpose of the job: a general statement of the major intent of the job
• duties of the job: more specific details of what is involved in the job
• responsibilities: what, or who, the employee is responsible for, e.g. staff, money or
machines
• relationships: who the employee is accountable to and who the employee may have
to deal with both inside and outside the organisation
• salary/wages: a clear statement of the salary scale, increments, bonus rates and any
fringe benefits to which the employee may be entitled (e.g. private health schemes
and company car).
At the very least, a job description should detail the job title, the duties of the job and
to whom the post holder is accountable.
Zodiac International
Administrative Assistant
Job Description
The holder of this post is accountable to the Supervisor named above and is expected
to carry out the undernoted duties:
• photocopying
• filing
• faxing
• reception/telephone
• general administration
• stock control
THIS FORM HAS BEEN TAKEN FROM THE SIMULATED OFFICE PACK
Although the administrative assistant is responsible for his/her own workload, he/she
will also be part of a team. Some tasks will be undertaken alone whilst others will be
shared with other employees. It is also likely that, at times, help and support from
other colleagues will be necessary for the successful completion of certain tasks.
Everyone employed in an organisation relies upon others to make sure that the
workflow is smooth and uninterrupted. There is no one department or person that is
more important than another – everyone makes a contribution.
Members of a team, whether work-related or not, are more successful when the
following qualities are in evidence:
1. there is planning and discussion of tactics;
2. team mates encourage each other;
3. all members of the team give 100%;
4. all members of the team share the credit for completing a task successfully.
Problems can arise when individuals either want to take all the credit for jobs well
done or produce work that is of poor standard. Gossiping, being continually late and
letting people down will all affect good working relationships and must be avoided.
• All tasks need to be prioritised so that urgent work is completed before non-urgent
work and there is time to complete routine tasks. Prioritise tasks as urgent, must
be done, should be done, could be done or could be delegated.
• An Action Plan is used to record large or long term projects and to outline or see
at a glance how the project should be approached. This kind of Plan can be used to:
arrange tasks in the order in which they should be done; estimate the time that each
part of the project will take to complete; and make any notes to explain actions or
changes in priorities.
• There are many planning and organisational aids available to the administrative
assistant. These include: desk diaries; electronic diaries; reminder systems; and
Priorities Lists/Action Plans.
• Time is a limited resource and administrators need to use time well in order to
maximise efficiency. Good time management techniques should ensure that: the
best use is made of the time available; time-wasting activities are minimised; and
more time is made available for important or urgent jobs. ‘Time stealers’ should
be tackled to reduce the effect they have on effective time management.
• Targets can appear in many different documents and in many different forms.
Targets can be complex or simple, short term or long term. Targets should all have
certain characteristics – they should be SMART.
• An organisation may decide to carry out a review of any long term projects to
identify: any problems that occurred and ways in which these problems could be
avoided in the future; and any staff development needs for the future. A written
record should be kept of any review process, e.g. a work plan and review form.
• The Office Services Department of any business provides a service to the other
departments of an organisation. The work of the Office Services Department
involves: collecting information; sorting and classifying information; recording
information; processing and interpreting information; and transmitting information.
• The job description and the organisation chart can help employees to determine
the duties involved in the job for which they are employed and the relationship of
that job to other jobs within the organisation as a whole. Familiarisation with these
two documents can help to ensure that realistic work targets are set for each
employee and that employees are not being asked to complete tasks that are
outwith their remit.
OUTCOME 2:
Develop, Implement and Maintain Procedures to Meet Specified Needs
CONTENTS PAGE
Aims 3
Types of Procedures 4
Common Procedures 4
Filing 4
Photocopying 5
Telephone Calls 6
Fax Transmission 7
Incoming Mail 9
Outgoing Mail 9
Form Control 20
Summary 23
Aims
By the end of this Outcome you should:
Common Procedures
Procedure = a series of steps which have to be taken to accomplish something.
An organisation will have its own procedures for filing and photocopying documents,
and dealing with telephone calls, fax transmissions and incoming and outgoing mail.
The following are some of the key features of such procedures.
Filing
1. Carry out filing on a daily basis – probably towards the end of the day;
2. Before papers are placed in a filing system check that the papers have been
released for filing (a release mark could be the letter ‘F’ for file, a tick or the
manager’s initials at the top right corner of the papers or a line drawn across the
papers);
3. Sort the papers into order (alphabetical or numerical) prior to placing them in the
filing system (an extendable sorter with flaps would be of assistance);
4. Remove paper clips as these may catch on other documents in the file – staple
papers which have to be kept together;
5. Give the document a file reference if it does not already have one;
6. Arrange papers within a file in chronological (date) order with the most recent
document placed at the front of the file;
7. Use ‘out cards’, ‘out markers’ or ‘absent files’ when papers/files are borrowed;
8. Use ‘cross reference cards/sheets’ when a file could be placed in more than one
position;
9. Follow the organisation’s procedures for removing old papers/files – the
organisation will usually have agreed retention periods (i.e. the length of time
papers should be kept in active files, transfer files or dead files – legal
documents will have a longer retention period than normal correspondence);
10. Leave space in front of filing cabinets to allow for drawers to be pulled out – in a
vertical filing cabinet do not have more than one drawer open at any one time as
the cabinet might become unstable.
The organisation may require the office worker to complete a photocopying register
or an authorisation form before copies can be taken. This should ensure that:
• only authorised personnel use the photocopier
• only authorised work is undertaken on the photocopier
• a check is kept on the number of copies being taken
• the appropriate photocopier is being used
• urgent work is given priority
• the user is aware of any copyright restrictions.
Photocopying Register
Modern photocopiers will usually have security number or password facilities with
the appropriate number or password having to be keyed in before the photocopier
becomes operational. Such a facility will record the number of copies made against
each number or password.
If you have the opportunity you should practise copying different types of documents
and using a range of the functions of a photocopier.
Telephone Calls
The tone of the telephone ring should assist you in identifying whether a telephone call
is from outwith your organisation or from another extension within your organisation.
When answering a telephone call from outwith your organisation you should try to
create a favourable impression by:
• answering the telephone call promptly
• answering “Good morning/afternoon/evening”, giving the name of your
organisation and your own name, and asking how you can assist the caller.
If you receive a phone call for someone who is not available to take the call then you
should assist the caller by offering one or more of the following:
• asking the caller if someone else in the organisation can help
• taking a message and passing it on to the person concerned
• asking if the caller wishes to ring back later
• suggesting that the person required returns the call when he/she is available.
You should always have a pen or pencil and a telephone message pad or piece of
paper beside the telephone.
When you are taking a telephone message you should note the following:
1. the date and time when the call was received;
2. the caller’s name and the name of their organisation;
3. who the message is for;
4. the key points of the message;
5. the telephone and extension number of the caller;
6. your own name as the name of the person who took the call.
Before making an outgoing telephone call you should note the following:
1. the dialling code and telephone number of the person you are about to call;
Fax Transmission
Most organisations will have at least one fax machine. Fax machines are used to send
exact (facsimile) copies of documents from one fax machine to another. A fax
machine is able to both send and receive faxes. The fax machine scans the document
and converts it into signals which are then sent over a telephone line. Any document
(including text, drawings, photographs, graphics or other illustrations) can be sent by
fax. Some modern fax machines also incorporate a telephone answering machine and
photocopier. Such machines may also allow you to forward faxes automatically to
other fax machines and retrieve faxes when you are in another location.
A fax machine can be connected to any telephone socket. The organisation can set the
fax machine for any of the following:
• manual – when ringing you should answer the call. If you hear fax tones then you
should press “start” on the fax machine to begin receiving the fax and then hang
up
• fax only – the fax machine automatically answers every call as a fax call.
Incoming voice calls cannot be received but outgoing telephone calls can be still
be made
• fax/telephone – the fax machine automatically answers every call (sometimes
switching to fax mode after a specified number of rings). If the call is a fax then
the fax will be printed. If the call is a voice call then it will ring to alert you to
pick up the telephone.
Fax machines are simple to operate. The following procedure should be followed
when sending a fax:
1. complete a front sheet or label to provide information on who the fax message is
being sent to, who is sending the fax and the total number of pages being sent (this
allows the receiver to check that all pages have arrived);
2. check the quality of the document to be sent – a photocopy of the document may
have to be made if the original is of poor quality or is not on A4-size paper;
3. place the document in the document feeder;
4. check the fax number of the recipient;
5. dial the number (commonly used fax numbers can be stored in a “quick dial”
memory on the machine – with this facility only one key has to be pressed to call
the required number);
6. press the appropriate keys to send the fax.
The original document is ejected from the fax machine after it has been sent. A
transmission report can be printed after each document is sent to show the length and
time of the connection and to confirm that the transmission was successful.
Alternatively a transmission report can be printed to provide information on the most
recent incoming and outgoing faxes.
When you are sending a fax, the fax machine will transmit a tone to the receiving fax
machine and receive a tone back – this is called a “handshake”. If the receiving fax
machine is not switched on then the handshake will not be completed and the fax will
be unable to be sent.
Faxed messages are printed on to either thermal paper or plain paper. Plain paper would
normally be used by business organisations – the image on thermal paper will tend to
fade over time and thermal paper, which is provided on a roll, is liable to curl up.
Computers can be used to send messages directly from the computer screen or a
computer file to a fax machine provided the computer is connected to the
telecommunications system (usually via a modem link) and has the appropriate
software.
If you have the opportunity you should practise sending and receiving messages by
fax.
The following procedure should be followed when dealing with incoming mail:
1. arrange the envelopes and parcels so that addresses are the right way around and
the right way up;
2. sort the mail into the following categories:
“private/personal/confidential” (these envelopes are date-stamped and left
unopened in departmental trays)
urgent (this mail is dealt with first)
registered and recorded mail (must be signed for on delivery)
other;
3. open the mail, and remove and check the contents;
4. check for enclosures and that any enclosures are attached;
5. date-stamp the mail;
6. check any remittances with the amount stated in the covering letter (remittances
may have to be recorded in a Remittances Book);
7. photocopy or attach a circulation/routing slip to any correspondence which has
to be seen by more than one person;
8. sort the mail using departmental trays or pigeon holes;
9. distribute the mail to departments or, alternatively, departments may collect their
mail from the mailroom;
10. recheck the envelopes.
Outgoing Mail
The following procedure should be followed when dealing with outgoing mail:
1. collect outgoing mail from out-trays at regular intervals throughout the day;
2. before placing mail in envelopes check:
letters have been signed
addresses correspond to those on the envelopes
enclosures are there and are attached
the amount of any remittance agrees with the amount stated in the covering
letter;
3. fold documents, insert the documents into envelopes and seal the envelopes;
4. sort the mail into the following categories:
First Class
Second Class
Registered/Recorded (will need to be handed in at the post office)
Parcels;
5. weigh each item of mail, calculate the postal charge and write the charge on the
item of mail;
6. stamp or frank the mail;
7. send the mail (place the mail in a mailbag to be collected by the post office or
place the mail in a postbox).
Existing procedures should be kept under review to ensure that they are operating
efficiently. If deficiencies in an existing procedure are identified then a revised
procedure will have to be prepared and introduced.
There are situations when it would not be appropriate to consult with people on the
introduction of a new or revised procedure. This would happen when:
• delays in the introduction of the new or revised procedure would be detrimental to
the well being or security of the organisation
• the procedure is straightforward and routine, and time is limited
• there is no alternative, e.g. legal requirements have to be followed or government
or health and safety legislation dictates that a certain procedure has to be followed
• the procedure involves specialist skills which other employees do not have
• the involvement of too many people would not make the consultation meaningful.
STAGE DESCRIPTION
2 Define the nature of the procedure (agree the purpose of the procedure and the way in which it
is to be developed)
3 Design the procedure in broad terms (the length of time taken will depend upon the nature of
the procedure, any specialist skills/knowledge involved and the nature of any consultation)
4 Specify the procedure (the details are added – who, what, how, when, where, etc)
Both aspects (the costs and the benefits) should be considered before it is decided
whether to implement a new/revised procedure. A procedure should be rejected if the
costs of implementing the procedure are estimated to be high and the benefits are
considered to be low/few.
The following is an estimate of the costs and benefits of introducing a new procedure
in an organisation, i.e. the introduction of flexitime for office staff.
COSTS BENEFITS
The initial net cost of introducing the above procedure would be £775-£595 = £180.
Given that this does not allow for the benefits of increased motivation and increased
output it would appear that the final overall benefits will outweigh the costs. It is
likely, therefore, that it would be recommended that the procedure be introduced.
Recommended The procedure to be Usually more complex procedures which have been developed
followed when through a process of drafting and consultation. Users will
booking rooms usually require clear written guidance on how the procedure is
within the to operate and who should be referred to if help is required.
organisation.
Specified The procedure to be More complex procedures which will have gone through
followed when drafting and consultation. Users are likely to require
appointing staff. comprehensive guidance and may require training and support.
Users will require to be made aware of what action will be
taken if the procedure is not followed.
Changes to operating procedures (changes to the ways in which jobs are carried out)
can usually be managed in a relatively easy way. Such changes are job-centred. The
change can be discussed with the people concerned, training or instructions can be
given and any problems and anxieties can be dealt with quickly before they become
serious issues.
Major changes are more difficult to deal with. These are changes which can lead to
high levels of anxiety, worry or distress. Such changes are people-centred. Major
change may lead to concerns about:
• job security (e.g. the introduction of a new procedure may cut back on a person’s
workload)
• personal anxieties (e.g. where an employee is given additional responsibilities or
is required to undertake more complicated work – the employee may feel unable
to cope)
• status within the organisation (e.g. if a person is no longer involved in a procedure
this may be perceived as lowering the status of the individual)
Where there are high levels of anxiety, worry or distress there will often be high
levels of absenteeism and poor labour relations.
When introducing major change it is important to involve the staff affected by the
change and to keep them fully informed. The staff affected must feel that they have
some control or influence over what is happening to them. Staff must feel that their
concerns are being listened to and acted upon.
Forms can be a cost-effective way of collecting specific information. The use of forms
should avoid the collection of non-essential information. A well-designed form should
provide reliable information which the organisation can use for comparison purposes,
e.g. consumer surveys which allow information on performance in one year to be
compared reliably with performance in another year. The use of standardised forms
can assist in placing information on to computer files and databases. The use of
standardised forms should also allow information to be stored or filed in an efficient
manner.
Heading/Title
The form should have a heading which makes the form and its purpose immediately
recognisable to the user.
Reference
The form should have a reference number or initials at the top right or bottom right (a
reference number will speed up the processing of forms – you can use the reference
number in communications rather than having to refer to the form’s heading/title).
The use of a reference should also assist in speeding up the filing and retrieval of
forms within a storage system.
The form should be attractive to look at and easy to read and understand – this is
especially so for those forms which are to be sent outwith the organisation. An off-
putting form is likely to lead to poor quality responses or a low response rate.
Graphics should be used as appropriate to make the form more appealing/interesting.
If there is a lot of writing on the form then you should consider how it could be
broken up so as to look less daunting to read and complete, e.g. by the use of boxes.
Related items should be grouped together. Mistakes are less likely to occur if
questions are asked in a sensible order. If the form requires a person to insert their
name, address, postal code and telephone number then it would sensible to group such
items together. The use of lines or boxes around grouped items should also help.
You should consider using different fonts and font sizes. The use of too many fonts
and font sizes can, however, lead to confusion with people being unable to distinguish
the important pieces of information from the unimportant. Beware, also, of using
small font sizes – people may not bother reading small print or may miss key points
contained in the small print.
If it is intended to use window envelopes to distribute the forms then you will have to
make sure that the form fits into the window envelope to be used and that the name
and address sections are properly positioned. If the form itself is to be printed with a
Freepost or Business Reply address then you will have to think about how the form is
to be folded and printed.
Size
You should consider how the form is to be stored, i.e. the type of filing cabinet to be
used. The smallest convenient size of form should be used.
Language to be Used
If the completion of the form requires responses to questions then the questions
should be straightforward and unambiguous. Complicated language or sentence
structure should be avoided. If the language used is confusing then the end result is
likely to be the collection of inadequate, wrong or misleading information.
Form Control
The number and use of forms within organisations should be subject to control and
regular review. Organisations need to know how many forms are being completed and
returned to them, and the instances of forms being returned with incomplete or wrong
information. The preparation and issue of superfluous forms or forms which require to
be issued for completion a second time can be very costly to an organisation.
From the Forms Register you can very quickly see when a form was last revised. When a new form is being suggested you can use the Forms
Register to check whether a similar form already exists.
• Organisations will have their own procedures for filing and photocopying
documents, and dealing with telephone calls, fax transmissions and incoming and
outgoing mail.
• Existing procedures should be kept under review to ensure that they are operating
efficiently.
• There should be fewer problems in implementing a procedure where staff who are
affected by the new/revised procedure have been involved in its development or
have been kept fully informed of its development.
• When introducing major change it is important to involve the staff affected and to
keep them fully informed. The staff affected must feel that they have some
control or influence over what is happening to them.
• The number and use of forms within organisations should be subject to control
and regular review.
• The objectives of a form control system would include: keeping and using only
those forms which are absolutely necessary, checking that forms currently in use
do meet the requirements of the organisation, reviewing the design of forms and
ensuring that new forms are designed and produced efficiently.
OUTCOME 3:
Manage Appointments
CONTENTS PAGE
Aims 3
Prioritising, Organising and Recording Appointments 4
Recording Appointments 4
Paper-based Desk Diaries 4
Paper-based Personal Organisers 4
Electronic Diaries 5
Electronic Personal Organisers 6
On-line Diaries 7
Types of Appointment 8
Prioritising and Organising Appointments 8
Dealing with Non-routine and Emergency Situations 9
Summary 11
Manage Appointments
Aims
By the end of this Outcome you should:
• Identify the different paper-based and electronic aids available for managing
appointments.
Recording Appointments
Any employee with an administrative role will soon realise that planning and
prioritising tasks is one of the most important aspects of the job (see also Higher
Administrative Services, Outcome 1). Without careful planning and prioritising,
situations may arise that would cause interruption to the flow of work and create a
poor impression of the firm. For example:
• deadlines may be missed
• customers may be let down
• appointments may be double booked
• meetings may be poorly attended
• important appointments may be missed.
To avoid such situations arising it is vital that good use is made of diaries.
Diaries can take many forms but the basic formats are:
• paper-based desk diaries
• paper-based personal organisers
• electronic diaries
• electronic personal organisers
• on-line diaries.
Personal organisers are arranged in sections, hole-punched and held within mini ring-
binder type wallets. This enables information to be updated easily from year to year.
Outdated pages can be replaced with new pages without having to discard information
which may still be required. Where employees use personal organisers liaison with the
administrator who maintains the ‘office’ diary is essential so that appointments
entered by personal users are transferred to the office diary with no overlaps or
double-bookings occurring.
Electronic Diaries
By linking computers information entered into electronic diaries can be shared and
interrogated. This facility is particularly useful if the diaries of many employees
overlap. For example, if several employees have to attend the same meeting, the
following procedure would be carried out:
1. the date of the meeting would be entered into the system together with the names
of the employees expected to attend;
2. the diaries of those employees required to attend the meeting would be checked
electronically to ensure that everyone was available;
3. if an employee was not available to attend the meeting the software would
highlight this to the user;
4. an alternative meeting time could be entered into the system or the original
meeting confirmed in the diaries of those employees who could attend.
Using an electronic diary saves the administrative assistant a lot of time. In addition,
any appointments entered into the screen-based diaries of colleagues (for example an
administrative assistant on behalf of the line manager) will be highlighted when the
colleague accesses his/her own diary.
If electronic diaries are to be used in an organisation all users need to have access to
computers and training in the use of the software.
The number and range of features available will depend upon the model of electronic
personal organiser that is purchased. To manage appointments effectively it is
essential that the electronic personal organiser is compatible with the computer system
and software used in the office.
On-line Diaries
Web-based ways to schedule meetings and update personal and business calendars are
becoming a popular method of managing appointments. Using password protection
features, companies are creating web sites that offer free personal and business
information management services. These on-line diaries enable users to maintain and
share meeting schedules or appointments with colleagues and safely keep calendars
and address books in much the same way as electronic diaries but with the added
feature of e-commerce (electronic trading) facilities. The software also allows
itineraries and travel reservations to be planned automatically as it can link directly to
travel agency and hotel web sites.
Staff members can schedule meetings from any computer connected to the Internet.
Such web sites automatically offer:
• personal calendars
• reminder systems
• group calendars
• contact databases
• event listings and news.
Some of the sites offering such services are www.when.com, www.Jump.com and
www.ScheduleOnline.com.
If an organisation registers with such a site an administrator will need to take overall
control of scheduling meetings on other people’s calendars – individuals need to
control their own diaries. For example, a sales manager may see that each member of
the sales force is free first thing on Monday morning and then will block out an hour
Of course, whenever a meeting time changes or a new task crops up, users need to log
on to the Internet site and enter changes. If the daily workload is especially variable
you may find it easier and quicker to scribble changes on to a paper calendar/diary!
The type of diaries chosen for use by an organisation will depend upon:
• the nature of the work involved
• the sophistication of technology available to employees
Types of Appointment
The type of appointment that the administrative assistant may have to attend will vary
from organisation to organisation depending upon the exact nature of the job.
Examples of appointments which the administrative assistant may have to attend are
listed below:
1. appraisal interview with line manager;
2. meeting with line manager to discuss the day’s work;
3. meeting with other administrative assistants to discuss a proposed change to
Contracts of Employment;
4. meeting with a sales representative selling office sundries;
5. two-day training course;
6. meeting with Human Resources Manager to discuss a personal problem;
7. whole-staff meeting to discuss proposed changeover to ‘flexitime’;
8. weekly team meeting of all employees within the Department.
As well as a personal diary, certain employees may be responsible for maintaining the
diary of a line manager and coordinating the diaries of other members of the
organisation. If this is the case, then the following rules should help to ensure that
appointments are organised effectively:
1. communicate regularly with anyone who has the authority to enter appointments
into the diaries of colleagues;
2. establish whether or not there are times in the day when colleagues prefer
appointments not to be made, e.g. a ‘quiet hour’ possibly at the beginning or the
end of the day;
3. if a ‘master diary’ is maintained, ensure that any personal diaries that overlap with
the master are updated to ensure that appointments coincide.
Anyone who has a diary to maintain, either a personal diary or a diary maintained on
behalf of colleagues, should ensure that the following rules are applied whenever
possible:
1. do not overbook, i.e. overfill diaries with appointments – ensure that there is some
time available for desk work;
2. allow some degree of flexibility when planning appointments – it is better to leave
too much time between appointments than too little in case meetings over-run;
Although you plan methodically and carefully plans may have to be adapted because
of unforeseen (unexpected) circumstances. There will be certain times when urgent
action will be required on your part and other work that has been planned for that day
will have to be tackled later (see also Higher Administrative Services, Outcome 1).
Setting the scene: Gregson and Sons is a small firm of training consultants
employing 12 people. It is Friday afternoon. The staff have all been out to lunch to
celebrate winning a new contract. On return to work in the afternoon, eight members
of staff suffer from food poisoning and have to be sent home.
There are four members of staff left in the building. These staff members must be
employed effectively.
The office diary shows that there are two appointments scheduled for the afternoon –
prospective clients due at 3 p.m. and a sales representative is due at 3.30 p.m. There
are no trainees in the building.
Possible strategy:
Priority Number 2: Ensure that a member of staff is given time to prepare for the
meeting at 3 p.m. with the prospective clients. This is a high priority task as it would
not be desirable to cancel an appointment that may lead to income for the
organisation in the future.
Priority Number 3: Contact the sales representative by telephone and re-schedule this
appointment. This is a low priority task and will not reflect badly on the organisation
or affect business if the appointment is postponed.
Manage Appointments
• There are many diary formats available to assist in organising and recording
appointments. These diaries can be electronically-based or paper-based. The type
of diary chosen will depend upon the needs of the organisation and the level of
technology available to employees. Diary formats include: paper-based desk
diaries, paper-based personal organisers, electronic diaries, electronic personal
organisers and on-line diaries.
OUTCOME 4:
CONTENTS PAGE
Aims 3
Aims
By the end of this Outcome you should:
• Appreciate the effects that international time zones can have on arrangements.
• Be able to evaluate and monitor costs and time in terms of routes and methods of
travel.
• Appreciate visa, medical and insurance requirements when arranging travel and
accommodation.
It is important that the administrator obtains the correct details to help ensure that the
most appropriate travel and accommodation requirements are made.
The use of this type of pre-printed Request Form should ensure that the administrator
receives the essential information relating to the travel and accommodation
requirements. Because the request is in writing and signed, disputes should not arise
over what was requested or required.
PASSENGER DETAILS
.........................................................................................................................
.........................................................................................................................
TRAVEL/ACCOMMODATION DETAILS
OTHER REQUIREMENTS
....................................................................................................................................
The procedures for booking travel and accommodation needs will vary depending on
the size of the organisation and the number of times travel arrangements have to be
made.
A large organisation may feel it necessary to have specialist staff to deal with travel
and accommodation arrangements. Most organisations will not, however, have the
luxury of specialist staff – the organisation of travel and accommodation being part of
the duties of general administrative staff.
A local travel agent can provide valuable help and advice, and may be used to make
certain bookings for travel and accommodation needs. The Internet is also an
excellent source of travel and accommodation information – increasingly travel and
hotel bookings can be made over the Internet.
Methods of Travel
ROAD
Private car/hire car • can choose own time of • tiring if long journey
departure and route taken • delays possible due to heavy traffic, road
• door-to-door works or getting lost
• relatively inexpensive method of • parking may be difficult to find and/or
travel expensive
• can stop for a break when you
want
SEA
Ferry and • reasonably priced • slower than air travel
Hovercraft • useful method of transport • boarding/disembarking can take time
between British mainland and • delays or cancellations in bad weather
surrounding destinations • rough seas can make journey unpleasant
• modern ferries have reduced • ferryports not usually near city centres
sailing times – hovercrafts are • limited number of seats and car spaces
even faster make advanced booking necessary,
• cars allowed on most vessels especially in peak season (summer
• regular sailing times on popular months)
routes
• sleeping accommodation and
other facilities on board
Given below are some business scenarios requiring travel arrangements to be made
from Edinburgh to various destinations. Examples of alternative travel arrangements
for each situation are provided to give you a flavour of the types of decisions an
administrator will need to make.
Travel from Edinburgh to Glasgow for a meeting – the business traveller could either
drive or take the train. Suitable transport from the train station would have to be
organised.
Travel from Edinburgh to London for a business conference – the business traveller
could drive, take the train or fly. Suitable transport from the train station or airport
would have to be organised.
Travel from Edinburgh to Paris, France – the business traveller could either:
• drive to a ferry port and take the ferry or hovercraft to France – this would also
enable him/her to have the option of taking his/her car to France. When in France
the person would have to travel to Paris
• drive to the South of England and travel through the Channel Tunnel to Paris
• fly from Edinburgh to Paris and, if necessary, hire a car in Paris.
Travel from Edinburgh to New York, USA – the business traveller would require to fly
and, if necessary, hire a car on arrival in New York.
The method of travel chosen for a business trip will depend on the cost and the travel
time. The least expensive method of travel will not necessarily be the one which is
chosen. For example, it may be less expensive to drive from Edinburgh to London but
driving takes approximately seven hours compared with flying from Edinburgh to
London which takes approximately one hour. If the business traveller requires to get
to London quickly then the flight is likely to be more appropriate.
Booking Accommodation
When booking accommodation, as with travel arrangements, it is important to ensure
that you have accurate information on the requirements.
The accommodation chosen should ensure that the employee is at his or her best to
conduct business.
Well-known hotel groups which are familiar with the needs and expectations of
business customers are used by many organisations. Such hotels offer many of the
following facilities:
• desk area for working
• office services, e.g. multi media PC (including Internet access, e-mail facility,
photocopying and printer) and fax machine
• stationery
• telephone in room
• a private bathroom
• tea/coffee making facilities
• 24-hour room service
• TV and video
• early morning breakfast
• fast check out service.
This type of hotel can, however, be expensive and may not be appropriate for all
business budgets. Organisations will often have regulations concerning the standard of
accommodation that is appropriate to the type of business trip or position of the
employee, e.g. the more important the business trip or the higher up the organisation
an employee is, the higher the standard of accommodation.
A travel agent can be an excellent source of information. A travel agent may also be
able to obtain better rates when booking accommodation.
Unless your travel agent is making the booking, it is usual for the administrator to
telephone the booking agency or the hotel to make the reservation and then to write or
fax confirmation of the booking. A copy of the letter or fax should be kept.
There should be a system in operation for evaluating the travel and accommodation
arrangements made. The business traveller should be required to report back to the
administrator (or organiser of the business trip) either in person or by way of a
questionnaire (or similar form) with his/her views on the travel and accommodation
arrangements made. Such information should assist in the organisation of future trips
to the same destination. If the feedback is highly positive then the same or similar
arrangements can be made in future. If the feedback is highly negative then different
travel and/or accommodation arrangements will require to be made.
Germany +1 hour
Japan +9 hours
Spain +1 hour
* These are not always exactly to the hour as Britain and several other countries change
their clocks during the year to make the maximum use of daylight. Always check on
the air ticket as this shows the time of departure and the time of arrival in each country
(i.e. local times). You should also note that countries such as the United States of
America and Australia are so large that different parts have different time zones.
A business traveller may experience jet lag when visiting a country with a large time
difference to the UK.
Jet lag = extreme tiredness and other bodily effects felt after a long flight involving
marked differences in international time zones.
There have been many studies on how to reduce the effects of jet lag. The following
advice should be followed:
• avoid alcohol and caffeine during the flight – especially in large quantities!
• drink water during the flight
• if possible do some pre-flight exercise
• wear comfortable clothing and footwear during the flight
• find out how many hours ahead or behind the country you are travelling to is and
alter your watch – this helps you get in the right frame of mind
• try to avoid overnight flights
• book comfortable seating, e.g. First Class or Business Class, rather than economy
seats (if this is possible within your budget).
For example, if a business traveller leaves San Francisco at 6.00 pm to fly to Glasgow
it is already 2.00 am the following day in Glasgow. When the business traveller
arrives in Glasgow, his/her body clock is saying it is 4.00 am but in Glasgow it is
actually 12 noon. When the traveller arrives in Glasgow he/she is likely to feel very
tired because of the time difference and the long journey. If possible the first
appointment should not be scheduled until the next morning.
People travelling from east to west (e.g. from the UK to the USA) gain time – if you
left the UK on a 9.00 am flight to New York, the arrival time would be 5.00 pm UK
time but 12 noon in New York. A meeting could then be made for 2.00 pm, given that
the traveller’s body clock would be registering 7 pm.
The time difference between the UK and the country being visited can be an important
factor for the administrator to consider when arranging appointments and meetings.
The time difference also needs to be considered when the administrator requires to
contact the business traveller. A traveller to the United States is unlikely to welcome
being woken up in the middle of the night by a routine morning telephone message
from the UK.
The businessperson who shows an interest in the culture of the country being visited
is likely to have a more rewarding trip. Having a knowledge of the language and
customs of the country being visited will impress one’s hosts.
On the whole business practice in European and American countries operates roughly
along the same lines as the UK. There are, however, significant differences when
dealing with China, Japan, South East Asian countries and Arab and Islamic
countries.
The following provides some examples of the more important differences between the
customs of Europe and those of Japan and Arab and Islamic countries.
The key is showing respect, both for one’s host and Men should wear business suits. Women should
for one’s own organisation – never criticise the host never wear trousers – skirts should be at least knee-
company or individuals within it. length and, in some countries, should cover the
ankles. Women should carry something with which
to cover their heads if necessary.
Business cards are a major business tool – you will In many Muslim countries alcohol is banned. Even
need a very large number of them as they are passed where this rule is more flexible it is recommended
out to almost everyone. The details should be printed not to drink in public to avoid offending your host.
in both English and Japanese. When presenting and Food, drink or cigarettes should not be touched with
receiving business cards do so with both hands and your left hand.
be sure to take the time to read the business card you
have received (this signifies your full attention and
due respect).
Never assume you are on first name terms until your You should never speak to a woman unless you have
host indicates that this is the case. been formally introduced – you may find that you
can only speak to a woman through her husband.
Bowing is an integral part of daily life and the level You may be expected to remove your shoes when
of the bow changes with the relationship of the entering certain buildings.
people greeting each other, e.g. a subordinate will
bow lower than his superior will. Take your lead
from your host and aim to bow slightly lower. The
Japanese tend to use bowing rather than shaking
hands.
It is a mark of respect that the Japanese will take Punctuality is not vital and you may be kept waiting
time to consider your proposals fully – this can result – sometimes for a long time. It is important not to
in long meetings with frequent pauses for thought. It lose your patience in such a situation.
is important not to show impatience – if they are
taking their time this is ultimately a sign of respect.
Hierarchy is very important in Japanese business Do not show too much interest in one of your host’s
life, therefore it is important to match people with possessions – they may feel forced to give it to you
the same status in negotiations, e.g. your Managing as a gift
Director should meet their Managing Director.
Large delegations are an indication of the Japanese
company’s serious interest in your proposals and
they should be met by a similar number of people
from the UK company.
Never appear loud and aggressive. Gift giving is appreciated, as is gratitude for
hospitality.
Women doing business in Japan may be regarded Muslims take Friday as their day of rest and
with unease especially by older business people. Saturday is a normal working day. Sunday may
sometimes be taken as a non-work day.
The style of itinerary will vary from one organisation to another, although the main
features will usually be the same. An example of a basic itinerary is given overleaf.
0700 hours Check-in for flight to London Heathrow (Flight Number BA 288)
0900 hours Arrive London Heathrow where Mrs Rosemary Queen will meet you
and take you to the London Transport Museum
1230 hours Lunch with other delegates which is being organised by Mrs Rosemary
Queen
0815 hours Check-in for flight to Edinburgh airport (Flight Number BA 624)
A person going on a business trip will require money! The arrangements the
administrator will be required to make will depend upon the organisation’s policy
regarding how much money should be taken and whether the trip is within the UK or
abroad. Generally, the rule should be to keep cash to a minimum in case of loss or theft,
and to provide the traveller with alternatives to paying by cash, e.g. credit cards, charge
cards or travellers’ cheques for journeys abroad.
If the trip is within the UK you simply have to ensure that the traveller has enough
money with them for small day-to-day needs and suitable ways of making payments for
other expenses incurred during the trip, e.g. a credit card or charge card.
If you are organising a trip abroad then there is a greater range of options with regards
to making the monetary arrangements.
Firstly, you will have to ensure that the traveller has enough money to pay for day-to-
day requirements such as taxis, cups of coffee and tips – this money will need to be in
the currency of the country being visited.
COUNTRY CURRENCY
USA Dollar
UK Sterling
Germany Deutschmark
Ireland Punt
Japan Yen
Spain Peseta
When ordering foreign currency (from a bank, post office, travel agent, etc) it is
important to be aware that the current exchange rate will determine how much is
received. The exchange rate can go up or down. You should allow sufficient time for
your order to be processed – about 7 days – particularly if you need an unusual
currency which your bank or travel agent is unlikely to keep in stock.
£1 (STERLING)
WOULD BUY:
Germany 3 Deutschmarks
Exchange rates are frequently changing and the up-to-date rates are displayed at the
bank, post office or travel agent. You can also find this information in many
newspapers, on teletext and on the Internet.
Using the exchange rate examples above, £500 sterling would convert to:
Travellers’ cheques, euro cheques and plastic cards are other popular methods of
accessing money or paying for goods when abroad.
These are available from banks and travel agents in sterling, dollars and several other
currencies. It is sensible to obtain travellers’ cheques in a variety of denominations,
e.g. £100, £50 and £20 – the person on the business trip is then able to cash a
travellers’ cheque for the amount of money required.
When travellers’ cheques are purchased they require to be collected by the person
who will be using them, as for security reasons they need to be signed in front of the
bank or travel agency clerk. When the cheques are cashed, the holder must produce
his or her passport and sign the cheque again in the space provided.
Each travellers’ cheque has a unique number. It is important that the traveller keeps a
note of this number along with the value of each cheque – this information should be
kept in a safe place, separate from the cheques. If the travellers’ cheques are lost or
stolen the traveller simply contacts the nearest bank office (from an issued list) and
quotes the travellers’ cheque numbers – replacements will then be provided at no
extra charge. This makes travellers’ cheques far safer than cash.
Unused travellers’ cheques can be exchanged for pounds sterling on return to the UK.
The pre-agreed limit on the credit card can sometimes be a problem for a business
traveller. In some countries, e.g. USA, hotels may ask for the credit card on arrival
and process it for a much larger amount than the quoted hotel bill (in case the guest
causes any damage or runs up a high bill). The charge is adjusted to the correct
amount at the end of the stay, but in the meantime the card may be virtually unusable
if it is close to its credit limit. For this reason it is a good idea for a business traveller
to take two credit cards with them – one Visa and one Mastercard.
Corporate cards can be purchased and issued under the name of the company. The
company receives a breakdown account for each separate card so that expenses can be
checked.
The difference from a credit card or charge card is that the amount is automatically
transferred from the customer’s bank account into the retailer’s bank account – the
card holder does not wait until they receive a bill to make payment.
It should be noted that there are still areas of the world where plastic cards are not
acceptable so it is important that the administrator has up-to-date information on the
country being visited.
Two types of claims for expenditure will usually arise from business trips:
• invoices from the travel agent, airline or hotels
• Expenses Claim Forms from the travelling employee(s).
The Expenses Claim Form assists the employee in claiming all the expenses they have
incurred during a business trip. It also assists the business in checking the claim and
verifying expenditure.
It is normal practice for an organisation to insist that business travellers attach receipts
to Expenses Claim Forms. This assists in proving that the expense was actually
incurred and helps to check that the claim is for the correct amount. If payment has
been made for some expenses by credit card or charge card, the monthly statement
can assist in checking the validity of the amounts claimed.
Name ........................................................................................................................
Department ..............................................................................................................
Position ....................................................................................................................
Passport
All UK nationals travelling outside the UK need a valid passport. A British passport
lasts for 10 years from the date of issue – it is important to double check that the
passport will be valid at the time of the business trip!
If a new passport is required then this should be organised well in advance of any
business trip. Application forms are available from the Post Office and from many
travel agents. It is usual to apply for a passport by completing the application form
and posting it to your nearest passport office. In an emergency, however, the person
requiring the passport can visit his/her nearest passport office in person and wait for
the application to be processed. Passport offices can be found in London, Liverpool,
Glasgow, Peterborough, Belfast and Newport (Gwent).
A note of employees’ passport numbers and the date and place of issue should be kept
in case a passport is lost or stolen. If a passport is lost or stolen in the UK the police
and the passport office should be notified. If the passport is lost or stolen during a
business trip abroad then the traveller should notify the police and contact the nearest
British Embassy or Consulate who will arrange for the necessary emergency travel
documents to be issued for the return journey.
Visa
For entry into certain countries a visa or permit is required (see page 23 for examples
of countries requiring a visa). Visas are usually just a formality and are obtained from
the Embassy or Consulate of the country concerned. Either the staff from the Embassy
or Consulate, or the travel agent will have details of the cost, how to apply, the length
of time for which the visa is valid and how long it usually takes for one to be issued.
Nowadays a travel agent can make any visa arrangements. The visa is stamped on a
page in the passport and states clearly the date of expiry.
Many regular business travellers may find it beneficial to have 2 passports for the
following reasons:
• if one has expired and is away for renewal then they can use the other to travel
with
• if one is away to get a visa stamp then they can use the other
• evidence of a visit or a visa with a certain country can result in another country
refusing entry, e.g. an Arab country may refuse admittance to anyone whose
passport contains evidence of a visit to Israel.
Insurance policies are available from insurance companies, banks, building societies,
brokers, major travel agents, the AA and other sources. A good insurance policy for
business travellers will include cover against all of the following:
• medical expenses and emergencies – this will include medical treatment
(including having to stay in a hospital), a special air ambulance home, an
ambulance to and from the airport in both countries and, in many cases, access to
a 24-hour emergency helpline
• personal liability – to cover accidental injury to people or property
• cancellation or early return – should cover the full cost of the trip if an
acceptable reason is given, e.g. illness or death of business traveller/fellow
traveller, redundancy, disasters at home/work (e.g. a fire), being a police witness
or on jury service
• belongings and luggage – to cover personal items and company equipment or
samples taken abroad. The policy should also give compensation so that essential
items can be replaced if luggage is delayed en route
• money – cover should be for travellers’ cheques, tickets and passports as well as
for cash
• delayed departure – if the delay is for more than 24 hours, through bad weather,
strikes or transport failure, then the full cost of the trip should be covered.
Other features of the insurance policy may include the expenses incurred in obtaining
a duplicate passport and cover for legal expenses. The best policies are ‘nil excess’,
which means that the full amount of any claim will be paid, without any deduction.
Most travel insurance policies do not cover driving abroad. If a business person is
taking their own car abroad they should ensure that they are properly covered by
taking out additional cover in case of breakdown, accident or theft. Such policies offer
roadside assistance and recovery abroad, will pay for a replacement car whilst the
traveller’s car is being repaired and if the car is unrepairable will transport the car and
up to 4 or 5 passengers back to the UK.
If a car is hired abroad the rental company will issue their own insurance policy. It is
important to check that this policy provides adequate cover.
Most organisations where executives are frequent travellers have annual insurance
policies to cover all of the above risks of travel.
If the business trip is within Europe then an E111 form should be obtained from the
Post Office. This is free and entitles the traveller to free or reduced-cost emergency
medical treatment in most European countries. In return, visitors from these countries
are also entitled to medical treatment when visiting the UK.
The vaccination certificate should be taken on the business trip as it may have to be
shown when entering the country or be shown to a doctor if the person takes ill on the
trip.
Canada No Tetanus
Japan No Tetanus
Polio
• The first key step when organising travel and accommodation is to obtain the
correct information about the trip. If the administrator misunderstands instructions
then this can have serious consequences.
• The four main methods of travel are road, rail, air and sea – for each business trip
the advantages and disadvantages of each method should be considered and the
most suitable form of travel chosen.
• Travel agents can be a useful source of information, help and advice. The Internet
is increasingly becoming a good source of information.
• Any time difference between the UK and the country being visited should be
taken into account when arranging appointments and meetings – particularly if ‘jet
lag’ is an issue.
• Cultural differences between the UK and the country being visited should also be
made clear to the business traveller to ensure that their trip goes smoothly.
• The administrator should ensure that an itinerary is prepared giving details of all
travel arrangements, accommodation and events.
• The administrator should ensure that the business traveller has suitable ways of
making payment during the business trip. Depending on the destination these may
include: obtaining foreign currency, travellers’ cheques, eurocheques, credit cards,
charge cards and debit cards.
• All claims for expenditure should be checked and verified before payment is
made. Two types of claim for expenditure will usually arise from a business trip:
• invoices from the travel agent, airline or hotels
• Expenses Claim Forms from the travelling employee(s).
• Before anyone can travel abroad they need a valid passport. For some countries a
visa and/or current vaccination certificate is also required. In addition, adequate
medical and travel insurance must be obtained.
OUTCOME: 5
CONTENTS PAGE
Aims 3
Purpose of Meetings 4
Nature of Meetings 4
Informal Meetings 4
Formal Meetings 5
Types of Meetings 5
Types of Committee 5
Summary 26
Aims
By the end of this Outcome you should:
• Understand the purpose and nature of meetings (including the nature of a formal
business meeting).
• Know the roles and responsibilities of the main office bearers, with particular
reference to the Chairperson and Secretary.
• Be aware of the need for a Notice of Meeting and Agenda to help ensure that the
relevant people know about the meeting, what is to be discussed and the structure
of the meeting.
• Be familiar with the methods of recording attendance and key issues and decisions
at meetings – preparation of attendance register, Minutes, reports and Action
Minutes.
• Be able to evaluate and select venues for meetings and events (taking into account
catering facilities, requirements of participants with special needs, resources
required and the financial budget set).
In this day and age of high-tech communications some people may argue that there
should be no need for meetings. In response to this argument, however, many people
would consider that whenever individuals are required to work and co-operate with
each other, it becomes necessary for those involved to meet.
In reality, meetings are an essential part of business life. They provide an opportunity
for people to have face-to-face discussion for the exchange of information and views,
the delegation of tasks and responsibilities, and a shared approach to problem solving
and decision making. This can often produce better ideas, plans and decisions than a
number of individuals working alone.
It is often argued that meetings can waste a lot of time and perhaps not achieve a great
deal. The first rule of effective meetings is that if a meeting is not necessary, then it
should not be held. It is often the case that a letter, a memo, a telephone call or a
simple conversation between two people can resolve problems.
If it is decided that a meeting is necessary then it is must be well organised and well
run to ensure it is effective. This is why the role of the Secretary and the role of the
Chairperson are vitally important for a successful meeting.
Nature of Meetings
Meetings fall into 2 categories – informal meetings and formal meetings.
Informal Meetings
Informal meetings are frequently held in business and can range from two members of
staff talking at coffee break about a topic related to their work, to the weekly meeting
of a Sales Team to discuss sales figures – this type of Team Meeting is very common
in business.
Formal Meetings
Formal meetings are normally held for a specific purpose and at regular intervals, e.g.
the Annual General Meeting (AGM) of a public limited company which has to be
held by law, or a Board Meeting.
Formal meetings tend to be very procedure conscious and have to follow certain rules
and regulations. The rules and regulations may be set out in a formal document
known as a constitution.
Minutes (formal notes) of the meeting will require to be taken and kept as a record of
what was discussed and what was decided during the meeting (these are looked at in
more detail later).
The following notes refer to the formal meetings an administrator would be involved
in organising, supporting and recording.
Types of Meetings
The most common types of formal meetings in business are as follows:
Annual General Meeting – all public limited companies must hold an annual meeting
to which all shareholders are invited. The AGM is required by law (a statutory
meeting) and the regulations are laid down in the Companies Acts. The AGM gives
shareholders the opportunity to discuss the performance of the company during the
year, discuss the future plans and elect office bearers for the coming year.
Board Meeting – the business of a limited company is managed between AGMs by its
Board of Directors. The Directors hold board meetings at which company policy is
discussed and determined.
Types of Committee
Executive Committee – has the ability to make decisions, which are binding (the
Company has to accept). The Board of Directors is an example of such a committee.
Ad Hoc Committee – formed for a particular task, e.g. to plan a special event such as a
retirement dinner. Having achieved its purpose it then ceases to exist.
To ensure that a meeting is valid (legal) it is important that the meeting is:
• properly convened – this means that the relevant notice must be given to every
person entitled to attend
• properly constituted – the Chairperson (or accepted substitute) must be present
and a suitable quorum (minimum number of people allowed to attend) must be
present
• held in accordance with the rules and regulations governing the conduct of
meetings of the particular organisation – these are set out in:
a company’s Articles of Association
a club’s Constitution
a local authority’s Standing Orders.
Chairperson
It can be argued that the Chairperson is the most important person at a meeting. The
Chairperson’s role is to take charge of the meeting. If the meeting is not chaired
properly then it may not achieve what it set out to achieve. By looking at the
responsibilities of the Chairperson you will be able to appreciate the importance of
this position. The Chairperson’s responsibilities include the following:
• to make sure that the meeting is set up and run according to the rules of the
organisation – the Chairperson must be completely familiar with the organisation’s
Standing Orders (the rules concerning the organisation and running of meetings) in
case there is a dispute about procedure
• to ensure that the previous Minutes are a correct record – the Chairperson must
liaise with the Secretary before the meeting to ensure that the Minutes of the
previous meeting have been prepared and checked
• to start the meeting punctually
• to sign the Minutes as a correct record once all members of the Committee present
at the meeting have agreed – this happens towards the start of the meeting
• to work consistently through the Agenda explaining clearly the item being discussed
• to try to ensure that everyone has the opportunity to speak and that discussion is
kept to the point – the Chairperson needs to prevent over-talkative members holding
the floor and encourage quieter members to have their say
• to ensure that all who speak address the Chair (talk to the meeting as a whole by
raising points through the Chairperson rather than talking directly to the other
members) – it would be very difficult to keep order if several different conversations
were going on at the one time
• to decide when discussion has gone on long enough and sum up conclusions reached
in an unbiased manner
• to put matters to the vote (when necessary), declare the results of voting and
summarise decisions so that they can be recorded properly – no one should be left in
any doubt as to what has been agreed
• to close or adjourn a meeting formally
• to make decisions, usually in consultation with the Secretary, between meetings and
generally act on behalf of the Committee
• to take any appropriate follow-up action required, as agreed
A good Chairperson is one who is competent, tactful, impartial and firm but fair.
Some people argue that the ability to be a good Chairperson is natural and others that
it is a skill that must be learned.
Secretary
The Chairperson is not the only person responsible for the smooth running and
success of a meeting. It can be argued that the Secretary is equally important.
The Secretary has certain tasks that should be completed before, during and after a
meeting to ensure that his/her role is carried out properly.
Duties of the Secretary on the day of the Meeting (before the Meeting starts)
As Secretary you should:
• ensure that Reception is aware of the meeting and provide Reception with a list of
those attending – this is particularly useful if guests are expected
• put up direction signs to the meeting room
• place a ‘Meeting in Progress’ notice on the door
• check the room before the meeting to ensure that it is organised how you want it
and that there is suitable heating, lighting and ventilation
• check that water jugs, glasses, stationery and audio visual aids are in position and
that refreshments will be served at an appropriate time
• confirm the parking arrangements
• arrange with the switchboard to re-route calls or take messages whilst the meeting
is in progress
• collect all necessary files and documents which may be called upon during the
meeting including the attendance register, and spare copies of the Agenda and
Minutes of the previous meeting
• greet people on arrival at the meeting.
Duties of the Secretary on the day of the Meeting (during the Meeting)
As Secretary you should:
• read the Minutes of the previous meeting, letters of apology and any other
correspondence
• ensure that the Chairperson signs the previous Minutes and signs any alterations
• assist the Chairperson throughout the meeting with files, papers, Agenda, etc
ADDRESS THE CHAIR Where a member wishes to speak they must go through the
Chairperson, e.g. ‘Madam Chairperson’ or ‘Mr Chairman’.
IN CAMERA This means “privately”, e.g. a meeting which is not open to the
public.
LIE ON THE TABLE A matter is said to “lie on the table” when the meeting decides that
no action should be taken on it at present.
NEM CON This means “no one contradicting”, i.e. no one opposes the
motion, but some may abstain from voting.
PROXY VOTE Where someone is allowed to vote for another member who is
unable to attend the meeting.
RIGHT OF REPLY The proposer of a motion has the right of reply once the motion
has been fully discussed and before it is put to the vote.
STATUS QUO This means as things stand at present, i.e. there is to be no change.
Notice of Meeting
A meeting of the Board of Directors is to be held in the Conference Room on
Wednesday, 23 February 200- at 1000 hours.
Agenda
3 Matters arising
4 Correspondence
The Agenda gives the meeting a structure. The Agenda outlines what is to be
discussed at the meeting. This gives those attending the meeting an opportunity to
prepare for the meeting. The Agenda will make an essential contribution to the
meeting’s effectiveness and success.
Any other relevant information to do with the meeting, e.g. documents relating to
Agenda items, should be issued with the Notice of Meeting and Agenda to give
people a chance to prepare for the meeting. This can also save a lot of time at the
meeting.
The Agenda should clearly identify any person who is to talk on a particular item.
CHAIRPERSON’S AGENDA
AGENDA NOTES
‘Minutes’ is the term given to the written record of what was discussed and decided
during a meeting – they should be brief, accurate and clear. As indicated previously,
the Secretary is responsible for taking notes during the meeting from which the
Minutes can be prepared.
The following are some practical hints and suggestions on how you as Secretary could
take the notes during a meeting:
• have an outline of the main points to be discussed pre-prepared with space left to
record discussion and decisions; have a note pre-prepared of any information
which you wish to state at the meeting; you could also have a note of those who
are due to attend (and tick off those present) along with the names of
absentees/apologies
• write your notes in double-line spacing so that you can go back and insert a word
or phrase easily if you need to
• write legibly
• try to avoid taking down every word said (even if you are using shorthand) – but
be sure to record fully any important decisions
• try to pick up key words and phrases to act as triggers when you are preparing the
Minutes
• try to ensure you know each person’s name and use their initials in the left margin
against something they say
• asterisk or underline any important points or decisions reached
• make sure you note correctly the date of the next meeting.
Minutes should be written as soon as possible after the meeting when discussions are
fresh in the Secretary’s mind. They should be written in the third person and past tense.
For example, ‘The Chairperson raised the question of ...’, ‘The Chairperson asked the
Secretary to ...’, ‘The Finance Director drew the attention of the meeting to ...’.
Present
Proposed by Mr Finch
Seconded by Mr Clark
3 Matters Arising
The Chairperson reported that the total cost of decorating the Conference Room was
£3,500. The Secretary was to circulate a breakdown of costs to members.
4 Correspondence
The Secretary read out a letter of thanks from the local college regarding the Company’s
response to their request for work experience places.
5 Proposed Expansion
Mr Samuel Anderson, from Anderson and Donaldson Architects, gave a presentation on
the proposed expansion of the factory. He anticipated that the projected cost figure would
be available for the next meeting.
Chairperson .............................................................
Date ........................................................................
Administration: Higher – Administrative Services (Outcome 5) 17
At some meetings Action Minutes are preferred. These simply require the Secretary
to show on a prepared layout the action required, who is to carry out each task and the
target date for the tasks to be completed. An example of an extract from Action
Minutes is given below:
Action Minutes
The benefits of recording the key issues and decisions of a meeting using Minutes or
Action Minutes are:
1. proof is provided of what was discussed;
2. decisions made are recorded;
3. any action required by members is highlighted – the Minutes can be a useful
reminder!
4. they inform absentees, or interested non-members, about what took place at the
meeting.
At the beginning of the next meeting it would be usual for the Chairperson to seek
agreement from those present that the ‘Minutes of the previous meeting are accepted
as a true and correct record’. Not only does this prevent anyone at a future date from
arguing about what was said, it also satisfies any legal requirements there may be.
By sending out the Notice of Meeting and Agenda you are in effect inviting people to
the meeting. Those who cannot attend should send their apologies for absence to the
Secretary. This should ensure that the Secretary has a good idea as to who is going to
attend the meeting.
The Secretary should have an attendance register or sheet prepared for completion at
the meeting. This simplifies the procedure for recording attendance at a meeting.
Internal Venue
A large percentage of meetings are held on the organisation’s premises. If you are
arranging such a meeting you need to:
• check which room is going to be used and ensure it is available for the date and
time you require
• make sure that the room is of a suitable size for the number of people expected to
attend
• book the room
On the day of the meeting it is important to ensure that the room is laid out in the way
that you want it, resources requested are in place and, if appropriate, refreshments are
available.
External Venue
More is expected of you if you are responsible for arranging a meeting at an external
venue. To book the most appropriate venue you will need to know the following:
• the type and purpose of the meeting
• the number of people expected to attend
• the budget for the meeting – some organisations specify the maximum amount
that should be spent on different types of meetings
• whether the Chairperson has any specific preferences for particular hotels or
conference centres – the organisation may use a hotel or conference centre
regularly and/or get a discount
• the resources required for the meeting, e.g. overhead projector, television and
video and/or a flipchart
• the catering facilities required, e.g. tea/coffee, a buffet or a sit down meal
• dietary requirements, e.g. vegetarian meals
• requirements for participants with special needs
• car parking arrangements.
FROM: Chairperson
The AGM is due to be held on the first Wednesday in April. The meeting is due to
start at 1030 hours and finish after lunch at approximately 1500 hours. I would like
you to make the following arrangements to help ensure that the meeting runs
smoothly:
2. Arrange catering – this should consist of tea/coffee on arrival and lunch for 30
people at 1300 hours.
3. We will require the use of an OHP and screen, as well as a flip chart.
30 Newport £100
60 Ullapool £200
Both Function Suites are on the ground floor of the hotel, offering easy access for
wheelchair users.
Coffee/tea/biscuits £2.00
..........................................................................................................................................
£490.00
______
Burns 50 £150
Coffee/tea £1.50
Other Facilities
For a fixed fee of £100 any of the following facilities can be requested and used:
..........................................................................................................................................
£595.00
______
However, only the Lodore Hotel was able to provide all that was required within the
£500 budget.
• Meetings fall into two categories – informal meetings and formal meetings.
• Every meeting should have a clear purpose, be well organised and well run. The
effectiveness of a meeting is largely reliant on the Chairperson and Secretary
fulfilling their roles properly.
• The Chairperson’s role is to take charge and generally keep order at the meeting.
A good Chairperson is one who is said to be competent, tactful, impartial and
firm but fair.
• The Secretary’s role is equally important to the success of a meeting – the
Secretary’s role involves carrying out certain tasks before, during and after a
meeting.
• The Chairperson and Secretary must be familiar with the procedures and
conventions of a meeting and the terminology used in the conduct of a meeting.
• The Chairperson and Secretary should liaise to produce a Notice of Meeting and
Agenda which the Secretary then distributes. The Notice of Meeting section helps
to ensure that the relevant people know about the meeting (date, time and place)
and the Agenda section lists the items to be discussed and gives the meeting a
structure.
• To help ensure that the Chairperson is well informed about the Agenda items the
Secretary will also produce a Chairperson’s Agenda which includes a notes
column with relevant information on the Agenda items.
• The Secretary is responsible for taking notes during the meeting from which the
Minutes are prepared. These Minutes are a written record of what was discussed
and decided at the meeting – they should be brief, accurate and clear. At some
meetings Action Minutes are preferred – these show any action required, who is
to carry out each task and the target date for the tasks to be completed.
• The Secretary should ensure that attendance at the meeting is recorded carefully,
e.g. through the use of an attendance register.
• If the meeting is being held on the organisation’s premises then a suitable room
must be booked and resources and refreshments organised by the Secretary. If the
meeting is to be held outwith the organisation’s premises the Secretary has to
evaluate and select a suitable venue, taking into account catering facilities,
requirements of participants with special needs, resources required and the
financial budget set.
• The importance of proper planning is emphasised by the consequences an
inadequately prepared meeting can have.