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ScotlandAdministration & IT

Administrative Theory and Practice

8 dot points across 8 inquiry questions. Click any dot point for a focused answer with worked past exam questions where available.

How do administrators choose the right way to communicate and research information?

Appropriate methods of communication (oral, written, electronic) and how to choose between them, and appropriate methods of research, including evaluating sources for reliability and presenting findings.
An SQA Higher Administration and IT answer on appropriate methods of communication and research, covering oral, written and electronic communication, how to choose the right method, and how to research and evaluate sources of information.
10 min answer →

What does good customer care look like, and why does it matter to an organisation?

The features of good customer care (including a customer care strategy and service standards), the benefits of good customer care, and the consequences of poor customer care for the organisation.
An SQA Higher Administration and IT answer on customer care, covering the features of good customer care including a customer care strategy and service standards, the benefits of good customer care, and the consequences of poor customer care.
9 min answer →

What makes a team effective, and why do organisations rely on teamwork?

The characteristics of effective teams and the benefits of effective teamwork to the individual and the organisation, together with the features and consequences of poor teamwork.
An SQA Higher Administration and IT answer on effective teams, covering the characteristics of a good team, the benefits of effective teamwork to the individual and the organisation, and the features and consequences of poor teamwork.
9 min answer →

How does digital technology change the way organisations work, for better and worse?

The impact of digital technology on organisations and on working practices, including the benefits and drawbacks for the organisation and the employee, and the implications for security and ways of working.
An SQA Higher Administration and IT answer on the impact of digital technology on organisations and working practices, covering the benefits and drawbacks for the organisation and the employee and the implications for security and ways of working.
10 min answer →

How does an administrator organise and support a meeting or event?

The procedures for organising and supporting a range of meetings and events, including the tasks before, during and after, the meeting documents (notice, agenda, minutes), and the impact of poor organisation.
An SQA Higher Administration and IT answer on organising and supporting meetings and events, covering the tasks before, during and after, the meeting documents (notice, agenda and minutes), and the impact of poor organisation.
10 min answer →

What does an administrative assistant actually do, and what makes the role effective?

The role and tasks (duties) of the administrative assistant, the qualities and skills an effective administrator needs, and how a well-run administrative function supports the wider organisation.
An SQA Higher Administration and IT answer on the role of the administrative assistant, covering the main tasks and duties, the skills and qualities an effective administrator needs, and how a well-run administrative function supports the whole organisation.
10 min answer →

How do administrators manage their time and tasks, and why does it matter?

Strategies for effective time and task management (prioritising, planning, scheduling, to-do lists, electronic tools, delegation, setting targets), and the consequences of poor time and task management for the individual and the organisation.
An SQA Higher Administration and IT answer on strategies for effective time and task management, covering prioritising, planning, scheduling, electronic tools, delegation and targets, and the consequences of managing time and tasks poorly.
10 min answer →

What laws govern the workplace, and how do organisations comply with them?

Knowledge of workplace legislation (health and safety, data protection, equality, and computer misuse) and the strategies organisations use to ensure compliance, with the responsibilities this places on employer and employee.
An SQA Higher Administration and IT answer on workplace legislation, covering health and safety, data protection, equality and computer misuse law, the responsibilities of employer and employee, and the strategies organisations use to ensure compliance.
11 min answer →