higher administration administration services outcome 1

Higher AdministrationAdministration ServicesOutcome 1

The Role of the Administrator

What does Administration involve? Communicating: telephone, email, faxes etc

Keeping Records: diaries, reports, logbooks

Providing and storing information: manual and electronic systems

Presenting information: WP, SS, DB, DTP and other software eg accounting, project management

Interpersonal skills: reception, internal and external customers

Systems and Procedures: including mail, reprographics, arranging meetings and making travel arrangements

The Senior AdministratorDuties include planning, organising and supervising junior members of staff.

They should be able to: Delegate Make Decisions Develop systems and procedures Encourage and support other staff Monitor and Evaluate systems

Other duties include: recruitment and selection of staff; training and appraisal; ensuring that legislation is complied with and the planning and organisation of meetings

Skills and Abilities QUICK to learn ATTENTION to detail ORGANISATIONAL skills MOTIVATED and a TEAM PLAYER CUSTOMER CARE FLEXIBLE ICT skills PROBLEM SOLVING skills TACT and INITIATIVE COMMUNICATION and ENTHUSIASM

Recruitment

Internal Intranet Bulletin boards Newsletters

External Newspapers Specialist Journals Job Centres Internet Websites Education

Establishments

The Recruitment Process Job Evaluation/Analysis – there may

not need to be a vacancy, roles may be reassigned.

Job Description and Person Specification

Job Advertisement – the basic information to attract potential candidates

The Job Description Shows the job title, duties and responsibilities,

remuneration etc.

Helps applicants complete their application form.

Job Descriptions should be updated regularly to reflect changes in the job and what the post-holder is expected to do.

Often a statement “and any other duties as required by line manager and relevant to the position”.

The Person Specification Shows essential and desirable skills and

qualities.

The interviewer will use this document during interviews to compare one candidate with another.

Activity: Job Description and Person SpecificationUse your research skills to find some examples of Administration jobs.

Then create your own Job Description and Person Specification for your own company.

Make use of tables within word processing.

Quick Quiz Questions 1

Aims, Objectives and Targets

Achieving the Vision… Staff need to share management vision.

The Senior Administrative Assistant will set both personal and departmental targets to meet these goals.

Departmental targets need teamwork and individuals to meet their own personal targets.

Importance of Target Setting Employees and departments know what is

expected of them

Is the organisation achieving success?

Any deviations from target can be corrected, if monitored regularly

Increased productivity

Increase in motivation – trying to reach the target set

The Mission Statement A mission statement is a short statement of the aims

of an organisation, and how it will achieve these aims.

It contains the values of the organisation eg “eco-friendly” or “fair-trade” policies. This may improve the organisation’s image.

It will assist decision-making. It provides "the framework or context within which the organisation’s strategies are formulated.”

It has the power to attract custom and helps employees see their purpose in the business.

Recording Targets… Gantt Chart To-Do List Priorities List Action Plan Electronic Diary (e-Diary) Personal Development Plan (PDP)

Write down a short definition

of each

Recording Targets… Gantt Chart – shows comparisons between work planned

and work accomplished. Key target dates (milestones) will be marked on the chart.

To-Do List – shows a list of tasks to be completed.

Priorities List – tasks put in order of importance.

Action Plan – identifies what should be done by whom, with expected completion dates

Electronic Diary (e-Diary) – different views are available to show daily/weekly/months

Personal Development Plan (PDP)

Recording Targets…Personal Development Plan (PDP): A document used to record formally

areas of strength and areas for development.

Allow an employee to: Focus on specific aspects of their job Allows skills to be shared with others Identify training needs Expand job role in the organisation

SMART Targets Specific – state exactly what has to be done

Measurable – state how much/what size, so you know how to achieve them

Agreed – with Line Manager as part of PDP

Realistic – achievable but still a challenge

Timed – key dates identified when the work will be completed

Examples of SMART Targets By the end of next month a database of

100 suitable UK hotels for company travel is to be compiled

Within the next two months the manual filing system detailing employee records is to be transferred to a database.

By 30 September, the administrative assistant is to attend a training course on our new CRM system

Monitoring Performance Line manager checks regularly eg

meetings and staff updates Gantt chart Audits or system checks to review

current procedures Mentoring systems (help and advice) Buddy system (help and advice) Sample quality checks (eg call

centres)

Changing Priorities Unexpected circumstances:

Member of staff absent Computer network ‘crashes’ Changed deadline for a piece of work

Priorities lists should list high, medium and low priority items to assist with rescheduling when required

Time and Task Management

What is Time Management?

Time management is not about how much time you spend, but how it is spent.

Time Stealers – Reducing Effectiveness Interruptions eg telephone or visitors Meetings – set time limits Taking on too much – delegate Acting without complete information Crisis Management – not having plans Unclear or Poor Communication Inability to say “NO” Desk Stress – clutter Procrastination

Effects of Poor Time Management Staff become stressed and absence

levels increase Poor productivity – work is not

produced as efficiently or to the right quality

Morale will decrease – low job satisfaction

Increase in accidents or unnecessary incidents

Increased costs to management

Managing Time Effectively Record appointments in desk/e-Diary Access email only at certain times in the day Good File Management Delegate tasks to others “Do Not Disturb” Time Group Jobs – avoid unnecessary journeys At end of each day – tidy desk and prepare a

priorities list Allocate tasks as: must be done/needs

action/delegate

Delegation Develops staff abilities Improves motivation Saves manager time, to carry out

important tasks

But this is difficult Can you do the job better yourself? High standards? Afraid of losing control?

Benefits of Good Time Management Improved morale and job satisfaction Increased productivity and better quality

of work Lower stress levels and less staff absence Better relations with both internal and

external clients Elimination of procrastination and

indecision Improved promotion prospects

Internet Activity Access www.mindtools.com Choose Time Management Work through the activities and take

some short notes on Time Management

There are some example documents which you can download.

Internet ActivitySome useful information can be accessed here on the businessballs.com website

Quick Quiz Questions 2

Team Working

What is a Team?“No man is an island”

A team can be defined as a group who have been specifically formed for a particular purpose. They have:

A shared purpose or goals A sense of belonging (having an identity) A dependence/reliance on each other

Effective Teams Team Composition – personality, interests,

age and backgrounds Team Development – once values are

agreed the group pulls together Nature of the Task – clarity, belief in task,

resources allocated Team Maintenance/Environment –

includes virtual teams and team building opportunities

Leadership – having an effective leader

Team Roles (Belbin) The Specialist – rare knowledge and skills The Ideas Person – creative, imaginative, solves

problems The Motivator – the drive and courage to

overcome obstacles The Organiser – clarifies goals and makes

decisions, delegates well The Implementer – turns ideas into actions The Checker – monitors and evaluates The Finisher – delivers on time The Go-Getter – develops contacts and explores

opportunities The Team Player – listens to others and averts

conflict

Stages in Team Development Forming – the team members are

introduced

Storming – members compete for roles; disputes and power struggles

Norming – members start working together and conflicts are resolved

Performing – the team is settled and working together

Internet Research Visit www.belbin.com to find out some

more about effective teams.

Team Conflict Conflicting goals – two members of the

team want to go in different directions Personal disputes – there are always people

who will not get on Lack of resources – not being able to put all

ideas into action (money/staff/equipment) Changing expectations – moving deadlines

or targets Loyalty issues – affected by the

relationships between members of the team

Benefits of Team WorkingIndividual:

Sense of belonging and value Share knowledge and skills (therefore promotion prospects) Increased motivation and morale More likely to take risks (as they are shared)

Organisation: Multi-skilled and flexible workforce Employees take on more responsibilities (less supervision) Specialisation and division of labour into different project

areas Risks undertaken successfully are of huge benefit Increased competitiveness

Types of Team Leaders

A Leadership Story: A group of workers and their leaders are set a task of

clearing a road through a dense jungle on a remote island to get to the coast where an estuary provides a perfect site for a port.

The leaders organise the labour into efficient units and monitor the distribution and use of capital assets – progress is excellent. The leaders continue to monitor and evaluate progress making adjustments along the way to ensure the progress is maintained and efficiency increased wherever possible.

Then, one day amidst all the hustle and bustle and activity, one person climbs up a nearby tree. The person surveys the scene from the top of the tree.

A Leadership Story: And shouts down to the assembled

group below…“Wrong Way”

(Story adapted from Stephen Covey (2004) “The Seven Habits of Highly Effective People” Simon & Schuster).

“Management is doing things right, leadership is doing the right things”

(Warren Bennis and Peter Drucker)

Leadership A leader is someone who influences

others towards the achievement of goals.

A good leader will motivate people to willingly work towards their goals.

LeadershipA leader will:

Set a clear vision or goals for the team Meet the needs of the team (information,

communication etc) Meet the needs of individuals (support,

training etc) Meet the needs of the task (resources,

team skills etc) Liaise between the team, management

and other work areas.

Different Styles of LeadershipAutocratic – This type of leader takes decisions without consultation and has very little regard for the thoughts and opinions of other colleagues or the workforce; usually found in traditional organisations.

Different Styles of LeadershipLaissez-Faire – This is the “let it be” leader who prefers the workforce to take their own decisions. This type of leadership can be useful in business where creative ideas are important but it relies heavily on good team work.

Different Styles of LeadershipDemocratic– This type of leader is much more likely to be consultative and to encourage participative decision making.

John Adair’s Theory of LeadershipThis model encourages a flexible approach to leadership, with the idea that there is no ‘right’ style of leadership.

The style that best fits the situation should be adopted at any one time.

Task Needs:Objective Setting

PlanningAllocating

ResponsibilitiesPerformance

Standards

Group Needs:Team building

CommunicationMotivationDiscipline

Individual Needs:Coaching

CounsellingMotivation

Development

Internet Task There are many theories about ‘good leadership’.

Use the internet to find out about McGregor and his ‘X’ and ‘Y’ Theories. Contrast these with Tannenbaum and Schmidt, Fiedler and Likert also had interesting ideas.

Take some notes on what these theorists thoughts.

What is charisma? Look this up. Write down the names of some leaders you think have charisma.

Quick Quiz Questions 3

Extended Response Questions

Higher AdministrationAdministration ServicesOutcome 1