NEW Higher AdministrationAdministration ServicesOutcome 1.1

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 Specification

Use 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 with targets set taking account of the aspirations of the employee.

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 and Improving Performance Line manager checks eg meetings /staff updates Gantt chart – targets and milestones Audits checks to review current procedures Mentoring systems (help and advice) Buddy system (help and advice) Sample quality checks (eg call centres)

Structured CPD programme Job Shadowing Job Enrichment Job Rotation

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

An Effective Leader Good communication – verbal or written Can build trust and relationships Will listen to all ideas Can influence others towards goals Clear thought process Able to analyse problems Know the importance of delegation Can motivate others effectively Has the knowledge to deploy team skills Minimise conflict

Poor Leadership Team unclear = resources wasted = job

not done properly

Low motivation = longer to complete job = low morale and high staff turnover

Unlikely to work under pressure = suffer stress = can’t sustain a standard of work

Time to Test Your Leadership…

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 Unable to find information – poor file managemnt 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 and motivation Allows managers to have time, to carry out more

important tasks

But… Fear of losing control – impact if something goes wrong Job insecurity and loss of status Unable to trust subordinates Don’t want to overburden staff/upset staff/start conflict Don’t know how to tell others to work Lack of knowledge and strength of the team

DelegationConsequences of poor delegation may include:

Work not completed on time or a poor standard

Increased stress and possible absenteeism Decreased motivation and unhappiness Low productivity and efficiency levels

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

NEW Higher AdministrationAdministration ServicesOutcome 1.1