SQA National 5 Administration and IT: Administrative Practices unit guide

What the Administrative Practices unit demands

Administrative Practices is the theory backbone of the course. It introduces what administration is, who does it and the rules that surround it. The SQA tests careful descriptions, the ability to explain benefits and consequences, and clear knowledge of legislation. This guide walks through the whole unit, then sets out how it is examined. Each topic has a matching dot-point page with worked questions; this overview ties them together.

The administrator and their tasks

The unit starts with the administrator and the tasks they carry out: managing diaries, arranging meetings, handling mail, maintaining records, organising travel and supporting events. Because the workload is so varied, administrators rely on time-management and task-management techniques such as to-do lists, prioritising and electronic diaries to meet deadlines and keep the office running smoothly.

Skills, qualities and attributes

An effective administrator needs skills that can be learned (IT, communication, numeracy, organisation) and qualities and attributes that are part of character (accuracy, reliability, confidentiality, good time management, a professional manner). The exam rewards linking each one to a benefit for the organisation: accurate work prevents costly errors, reliable work means deadlines are met, and discretion protects sensitive information.

Customer care

The unit covers customer care: the difference between internal and external customers, customer-care policies and measurable service standards, and how complaints are handled. The key examined idea is benefit and consequence: good care brings repeat custom, recommendations, a strong reputation and higher profit, while poor care brings lost customers, bad reviews and the cost of putting problems right.

Health, safety and security

Two linked areas cover the rules of the workplace. Health and safety centres on the Health and Safety at Work etc. Act and the Display Screen Equipment Regulations, the responsibilities of employers and employees, and common office hazards. Security covers keeping people safe (sign-in, badges, CCTV), property secure (locks, alarms, marking) and information protected (passwords, access rights, backups), alongside the requirements of data protection legislation.

Organising and supporting events

Finally, the unit covers organising and supporting events in three stages: planning before (budget, venue, attendees, catering, documents), supporting during (set-up, registration, minutes, problem-solving) and following up after (thank-yous, invoices, feedback, filing). A stage-by-stage answer scores best.

How the unit is examined

A typical SQA profile for Administrative Practices:

• Describe and outline tasks. Listing duties, security methods or event tasks with a little detail each earns straightforward marks.
• Explain benefits and consequences. Customer care and health and safety reward a clear cause-and-effect chain, not a bare statement.
• Apply the legislation. Health and safety and data protection questions reward knowing the responsibilities and requirements precisely.

Check your knowledge

A mix of recall and reasoning questions covering Administrative Practices. Attempt them, then check against the solutions.

1. Name three tasks an administrator carries out. (2 marks)
2. State two time-management techniques. (1 mark)
3. Distinguish between an internal and an external customer. (2 marks)
4. State the main health and safety law affecting an office. (1 mark)
5. Give two ways of keeping information secure. (2 marks)