Example of Section Blog layout (FAQ section)

Cavan Linkcheck

Minor Award Name

Reception and Frontline Office Skills

Minor Award Code

5N1407

Level

5

Suggested resources to support delivery:

Theme/Topic

Type

Relevance

Author/Source

Web Link

Examine the skills, functions and responsibilities of a receptionist or front line office representative within an organisation.

Book

Modern Office Technology and Administration, 5th edition

Now on the 5th edition (©2014). This book is suitable for the full module.

Chapter 5 – Reception Duties

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration

or http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Effective Communication, 4th edition

Now on the 4th edition ©2014.

Part 4 – Reading & Writing

Part 5- Communications Technology

Harvey, Nicholas,

Publisher: Gill & McMillan

Available from:

http://www.gilleducation.ie/communications/communications/effective-communication

Website

Provides details into skills and duties of a receptionist

Coverlettersandresume.com is a website started in 2011 with the aim of providing the best and totally free cover letters and resume samples to the job seekers around the world.

http://coverlettersandresume.com/resume/duties/receptionist-skills-qualifications-strengths-and-duties-for-resume/

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Outline the products, services, key policies, structures, and personnel of an organisation

Book

Modern Office Technology and Administration, 5th edition

Now on the 5th edition (©2014).

Chapter 1 – Business Organisations and Functions

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or www.easons.com or

http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Business Administration

Now on 4th edition (©2012).

Chapter 1- The Organisation

Chapter 4 – Human Resources

Douglas, Arlene,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/business-administration or http://www.schoolbooksdirect.ie/advanced_search_result?main_page=advanced_search_result&search_in_description=0&keyword=Business+Administration&button=Search

Website

A UK case studies which reviews the key concepts of this LO through its analysis of Tarmac Group

http://businesscasestudies.co.uk

This website teaches business studies by examples/case studies

http://businesscasestudies.co.uk/tarmac/how-roles-and-functions-contribute-to-organisational-performance/introduction.html#axzz4EecN26k4

Website/ Video

Lynda.com uses a video here to explain different types of business organisations. You must register for free trial to utilitse

www.Lynda.com is a leading online learning platform that provides a video library of engaging, top-quality courses taught by recognized industry experts.

https://www.lynda.com/Business-Skills-tutorials/Different-types-business-organizations/365727/433640-4.html

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Explore the range of telecommunications network equipment used within a reception and or front office context, to include, telephone management systems, electronic directories and computer networks.

 

Book

Modern Office Technology and Administration, 5th edition

Now on the 5th edition (©2014).

Chapter 14 – Electronic & Mobile Communication

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or

http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration or

http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Website

A detailed example of a Telephone Management System produced by Webtel

https://www.webtel.co.za

A cloud-based business website who provide Telephone Management Systems for industry.

https://www.webtel.co.za

Source information from the internet, reservation systems, postal services, call and or courier logs and messaging service.

 

Book

Modern Office Technology and Administration

Now on the 5th edition (©2014).

Chapter 6 – Administration and Accounting Duties

Chapter 11 – Networks and the Internet

Chapter 12 – Information Systems

Chapter 13 – Post & Postal Services

Chapter 14 – Electronic & Mobile Communication

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration or http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Explain a range of telephone communications terms.

Book

Modern Office Technology and Administration, 5th edition

Now on the 5th edition (©2014).

Chapter 5 – Reception Duties

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration or http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Customer Service in Ireland, 3rd edition

Now on the 3rd edition (©2012).

Chapter 3 – On the Telephone

Twoney, Susan

Publisher: Gill & McMillian

Available from:

http://www.gilleducation.ie/customer-service/customer-service/customer-service-in-ireland or

http://www.schoolbooksdirect.ie/third-level/business/customer-service-in-ireland-3rd-edition

Video

This video provides insight to good telephone etiquette required for a receptionist

www.youtube.com -

Likkle Romain channel provides good advice on telephone skills and other front office duties.

https://www.youtube.com/watch?v=JCQHV_YHSEI&list=PLRRKERF60UuFy8_k9rkHRBqcWtzbykOze

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Outline aspects of safety and health at work legislation pertaining to working within a reception context including security and emergency procedure requirements.

Book

Modern Office Technology and Administration

Now on the 5th edition (©2014).

Chapter 4 – Legislation in the Workplace

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/p-3371876-modern-office-technology-administration.aspx or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Business Administration, 4th edition

Now on 4th edition (©2012).

Chapter 4- Human Resources

Douglas, Arlene,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/business-administration or http://www.schoolbooksdirect.ie/advanced_search_result?main_page=advanced_search_result&search_in_description=0&keyword=Business+Administration&button=Search  

Website

Health & Safety Authority Ireland provides an resource for workplace legislation

www.hsa.ie

The Health & Safety Authority is the national statutory body with responsibility for all workplace safety in Ireland

http://www.hsa.ie/eng/Publications_and_Forms/Publications/Occupational_Health/Guidelines_on_First_Aid_at_Places_of_Work_2008.pdf

Website

A LinkedIn slide share the covers all LOs for this module in a manual format.

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Website

The National Employment Rights Authority (NERA) provides a simple synopsis of various workplace laws ©2008

This website replaces the websites of the five Workplace Relations Bodies (National Employment Rights Authority, Labour Relations Commission, Employment Appeals Tribunal, Labour Court and Equality Tribunal) and in line with my commitments under the Reform Programme.

www.workplacerelations.ie

It provides a single authoritative source of information on employment rights and industrial relations and associated services.

https://www.workplacerelations.ie/en/Publications_Forms#Guides

Website

Citizens Information published an employment law update from 1993-2015 which highlights recent changes to workplace legislation

www.citzeninformation.ie

This site provides information on public services and entitlements in Ireland

http://www.citizensinformation.ie/en/employment/employment_rights_and_conditions/employment_rights_and_duties/employment_law_update.html

Identify the process for the flow of information to and from an organisation and sources of reference or information within an organisation.

Book

Modern Office Technology and Administration, 5th edition

Now on the 5th edition (©2014).

Chapter 12 – Information Systems

Chapter 15 – Manual Filing Systems

Chapter 16 – Electronic Document Management (EDM)

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Customer Service in Ireland,

Now on the 3rd edition (©2012).

Chapter 9 Consumer Legislation

Twoney, Susan 3rd edition

Publisher: Gill & McMillian

Available from:

http://www.gilleducation.ie/gill-education-search?Q=Customer+Service+in+Ireland&x=19&y=14#&sSearchWord=Customer+Service+in+Ireland or

http://www.schoolbooksdirect.ie/third-level/business/customer-service-in-ireland-3rd-edition

Website

The Data Protection Commissioner published a plain English guide to data protection laws in Ireland on their website

www.Dataprotecion.ie

The Data Protection Commissioner is responsible for upholding the rights of individuals as set out in the Data Protection Act. Any queries regarding this legislation can be answered through this website

https://www.dataprotection.ie/docs/A-guide-to-your-rights-Plain-English-Version/r/858.htm

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Plan a reception layout and describe office equipment in the reception area.

Website

This site provides examples of several different types of office layouts and discusses key elements required.

www.Officelayouts.org

This website will guide you through options of setting up/redesigning an office layouts

http://www.officelayouts.org/office-renovation/detail-79.html

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Website

This particular blog provides information regarding key elements required for waiting rooms. Btod.com focuses on promoting health and well-being within the workplace

www.Btod.com

Designers-guide to setting up various aspects of office design

https://www.btod.com/blog/2015/07/08/how-to-layout-and-design-the-perfect-waiting-room/

Website / Video

Enaflo Interiors Ltd, interior designers feature the revamp of two reception areas in Kent, UK. Provides good examples of how redesign can benefit both the receptionist and the visitor.

www.youtube.com -Enaflointeriorsltd channel

Interior design group who illustrates best practice examples on redesign of office space. Their own website:

www.enaflointeriors.co.uk

https://www.youtube.com/watch?v=tsatzCykhj8

https://www.youtube.com/watch?v=tb4s3WX_Vts

Apply a range of communication skills including personal, interpersonal and technological proficiencies using effective tone, pitch, use of voice and body language.

Book

Modern Office Technology and Administration,

Now on the 5th edition (©2014).

Chapter 5 – Reception Duties

Chapter 6 – Administration and Accounting Duties

Gallagher, Joan & Creedon, Siobhán, 5th edition

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration,  or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Customer Service in Ireland

Now on the 3rd edition (©2012)

Chapter 2 - Communications

Twoney, Susan Customer Service in Ireland

Publisher: Gill & McMillian

Available from:

http://www.gilleducation.ie/gill-education-search?Q=Customer+Service+in+Ireland&x=17&y=17#&sSearchWord=Customer+Service+in+Ireland or

http://www.schoolbooksdirect.ie/advanced_search_result?main_page=advanced_search_result&search_in_description=0&keyword=Customer+Service+in+Ireland&button=Search

Website / Video

Videojug has published three top tips for improving interpersonal skills here. Presented by Ginger Training & Coaching, Ltd

www.youtube.com -

Videojug channel provides videos on recipes, beauty, and fashion tips

https://www.youtube.com/watch?v=w97dR3OJB1k

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Operate a range of equipment in the reception area to include a telecommunications system, an intercom, pager, a computerised data entry system, electronic diary, photocopier, scanner, fax machine and postal automation equipment.

Book

Modern Office Technology and Administration,

Now on the 5th edition (©2014).

Chapter 2 – Office Functions, Design and Equipment

Chapter 6 – Administration and Accounting Duties

Chapter 9 – Computer Basics and Peripheral Devices

Chapter 10 – Computer Applications

Chapter 13 – Post and Postal Services

Chapter 15 – Manual Filing System

Chapter 16 – Electronic Document Management (EDM)

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration or http://www.easons.com/p-3371876-modern-office-technology-administration.aspx or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Produce reception material to include notices, inventory of equipment, stock requisitions, petty cash system, and diary, post log, visitors log and telephone messages.

Book

Modern Office Technology and Administration

Now on the 5th edition (©2014).

Chapter 5 – Reception Duties

Chapter 6 – Administration and Accounting Duties

Chapter 7 – Business Transactions

Chapter 13 – Post and Postal Services

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/search/go#w=Modern%20Office%20Technology%20and%20Administration  or http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Business Administration, 4th edition

Now on 4th edition (©2012).

Chapter 6 – Processing Business Documents

Douglas, Arlene,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/business-administration or http://www.schoolbooksdirect.ie/advanced_search_result?main_page=advanced_search_result&search_in_description=0&keyword=Business+Administration&button=Search  

Website / Video

Shred207-(MBA in Accounting and Business Admin) provides a video of basic accounting principles. May serve as a good review for students.

www.youtube.com -

Shred207 channel created by a MBA professional who provides videos on basic accounting and finance principles

https://www.youtube.com/watch?v=HeVppgMuu0c

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Respond quickly in pressurized reception related circumstances requiring fast and efficient comeback.

Book

Customer Service in Ireland

Now on the 3rd edition (©2012)

Chapter 1 – The Customer is Your Business

Twoney, Susan

Publisher: Gill & McMillian

Available from:

http://www.gilleducation.ie/customer-service/customer-service/customer-service-in-ireland or

http://www.schoolbooksdirect.ie/third-level/business/customer-service-in-ireland-3rd-edition

Website

Inc.com provide a list of tips for improving your productivity in the workplace

www.inc.com

A world-renown business publication. This site provides business–advice articles from their publications

http://www.inc.com/john-rampton/15-ways-to-increase-productivity-at-work.html

Website

Forbes.com provides a list of tips on improving productivity and efficiency

www.forbes.com

A world-renown business publication. This site provides business–advice articles from their publications

http://www.forbes.com/sites/amitchowdhry/2013/04/24/12-tips-for-increasing-productivity/#25033cbf1f2f

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Display a professional approach to receiving visitors, use effective customer service skills, upkeep of visitors’ log book, use initiative around unexpected visitors and maintain composure when dealing with complaints.

Book

Modern Office Technology and Administration

Now on the 5th edition (©2014).

Chapter 5 – Reception Duties

Chapter 6 – Administration and Accounting Duties

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/p-3371876-modern-office-technology-administration.aspx or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Customer Service in Ireland

Now on the 3rd edition (©2012)

Chapter 1 – The Customer is Your Business

Twoney, Susan

Publisher: Gill & McMillian

Available from:

http://www.gilleducation.ie/customer-service/customer-service/customer-service-in-ireland or

http://www.schoolbooksdirect.ie/third-level/business/customer-service-in-ireland-3rd-edition

Book

Business Administration

Now on 4th edition (©2012).

Chapter 7 – Retail Administration has a section on process customer complaints

Douglas, Arlene

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/business-administration or www.schoolbooksdirect.ie

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Present a range of documents including order form, invoices and processing travel expenses

Book

Modern Office Technology and Administration

Now on the 5th edition (©2014).

Chapter 7 – Business Transactions

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/p-3371876-modern-office-technology-administration.aspx or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Website

Lifehacker.com provides helpful formatting tips for MS Word users

www.lifehacker.com

Portal of news articles relating to a variety of business and other matters.

http://lifehacker.com/beyond-the-basics-six-tips-for-better-formatting-in-mi-1546090595

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

Apply a range of general administrative skills within the reception and or front office context, to include filing, booking and preparing for board meetings or conferences, organising visitors waiting area, arranging appointments, preparing an itinerary, making reservations, providing information to visitors, ordering stationery, dealing with incoming and outgoing postal dispatches and courier services.

Book

Modern Office Technology and Administration

Now on the 5th edition (©2014).

Chapter 5 – Reception Duties

Chapter 6 – Administration and Accounting Duties

Chapter 8 - Meetings

Gallagher, Joan & Creedon, Siobhán,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/modern-office-technology--administration   or http://www.easons.com/p-3371876-modern-office-technology-administration.aspx or  http://www.schoolbooksdirect.ie/third-level/business/modern-office-technology-administration-4th-edition

Book

Business Administration

Now on 4th edition (©2012).

Chapter 5 – Preparing for Meetings

Chapter 6- Processing Business Transactions.

Douglas, Arlene,

Publisher: Gill & McMillan

Available from: http://www.gilleducation.ie/business-/business-/business-administration or http://www.schoolbooksdirect.ie/advanced_search_result?main_page=advanced_search_result&search_in_description=0&keyword=Business+Administration&button=Search  

Website

A LinkedIn slide share the covers all LOs for this module in a manual format

www.slideshare.net allows professionals /individuals/groups to share presentations, infographics, and/or documents. This link shares a sample

Reception Manual for Clonmel Tourist Office, covering all LO’s for this module.

http://www.slideshare.net/EmilMilewski/reception-manual-45827510

           



Useful Organisations:

Name

Contact Information

Citizens Information Board

www.citizensinformation.ie

Business & Finance Portal- Ireland

www.finfacts.ie

Enterprise Ireland

www.enterprise-ireland.com

Further Education Support Service (FESS)

http://www.fess.ie/

Health & Safety Authority

www.hsa.ie

Irish Revenue

www.revenue.ie

National Standards Authority of Ireland

www.nsai.ie

Quality and Qualifications Ireland (QQI)

www.qqi.ie/

Workplace Relations

www.workplacerelations.ie

LinkedIn

www.linkedin.com

YouTube

www.youtube.com

MOOCs (Massive Online Open Courses)

Free access to online courses

Search regularly for new courses and new start dates

https://www.mooc-list.com/

Explanation of MOOCs and topics available

https://library.educause.edu/topics/teaching-and-learning/massive-open-online-course-mooc

FREE MOOCs available from Trinity College Dublin in conjunction with Futurelearn

https://www.tcd.ie/OnlineEducation/free-online-course/

Reception MOOCs available from Customer Service Training

http://www.customerservicetraining.ie/receptionist-skills-course/

Reception MOOCs available from Irish Times Training

http://www.irishtimestraining.com/receptionist-skills/