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ScotlandAdministration & IT

Administrative Practices

6 dot points across 6 inquiry questions. Click any dot point for a focused answer with worked past exam questions where available.

What is customer care, who are an organisation's internal and external customers, and how do good customer-care standards benefit a business?

The meaning of customer care, the difference between internal and external customers, the features of good customer service (a customer-care policy, service standards, handling complaints), and the benefits of good customer care and the consequences of poor customer care for an organisation.
A focused answer to the SQA National 5 Administration and IT content on customer care, covering the difference between internal and external customers, customer-care policies and service standards, handling complaints, and the benefits of good care and the costs of poor care to an organisation.
9 min answer →

What health and safety legislation applies in an office, and what are the responsibilities of employers and employees in keeping the workplace safe?

The main health and safety legislation affecting an office (the Health and Safety at Work etc. Act and the Display Screen Equipment Regulations), the responsibilities of employers and employees, and common office hazards and ways to reduce them.
A focused answer to the SQA National 5 Administration and IT content on health and safety, covering the Health and Safety at Work Act and Display Screen Equipment Regulations, the responsibilities of employers and employees, and common office hazards and how to reduce them.
9 min answer →

How does an administrator plan and support an event such as a meeting or conference, and what is done before, during and after it?

The tasks involved in organising and supporting an event (planning the budget, venue, date and attendees, arranging travel, accommodation, catering and equipment, preparing documents), the support given during the event, and the follow-up tasks afterwards.
A focused answer to the SQA National 5 Administration and IT content on organising and supporting events, covering the tasks done before an event (budget, venue, date, travel, catering, documents), the support given during it, and the follow-up tasks afterwards.
9 min answer →

How does an organisation keep its people, property and information secure, and what does data protection legislation require?

Methods of keeping people, property and information secure in an organisation (visitor sign-in, ID badges, CCTV, alarms, passwords, backups and access rights), and the main requirements of data protection legislation for handling personal information.
A focused answer to the SQA National 5 Administration and IT content on the security of people, property and information, covering physical and electronic security methods (sign-in, badges, CCTV, passwords, backups) and the main requirements of data protection legislation.
9 min answer →

What skills, qualities and attributes make an effective administrator, and why does each one matter at work?

The skills (such as IT, communication, numeracy and organisational skills), qualities and personal attributes (such as accuracy, reliability, confidentiality, working to deadlines and good time management) of an effective administrator, and how each contributes to the smooth running of an organisation.
A focused answer to the SQA National 5 Administration and IT content on the skills, qualities and attributes of an effective administrator, covering IT, communication, numeracy and organisational skills alongside qualities such as accuracy, reliability and confidentiality, and why each matters at work.
9 min answer →

What are the main tasks of an administrator, and how does good time and task management help an organisation run smoothly?

The range of tasks carried out by an administrator (managing diaries and appointments, arranging meetings and travel, handling mail and records, supporting events), and the use of time-management and task-management techniques such as to-do lists, prioritising, e-diaries and gathering resources in advance.
A focused answer to the SQA National 5 Administration and IT content on the tasks of an administrator, covering the typical duties they carry out and the time-management and task-management techniques (to-do lists, prioritising, e-diaries) that keep an organisation running smoothly.
10 min answer →