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routine
administrative tasks
Learner Guide
Contents
What this Learner’s Guide is about ........................................ 1
Planning your learning ........................................................... 2
How you will be assessed ...................................................... 5
Section 1............................................................................................. 7
Handling mail ......................................................................... 7
Section 2........................................................................................... 25
Communicating and storing information............................... 25
This
Learner’s
Guide
is
about
the
skills
and
knowledge
required
to
complete
routine
administrative
activities
in
a
transport,
warehousing,
distribution
and/or
storage
workplace,
including
receiving
and
distributing
incoming
mail,
receiving
and
despatching
outgoing
mail,
filing
documents,
and
receiving
and
relaying
written
and
oral
messages.
The
Elements
of
Competency
from
the
unit
TLIL807C
Complete
routine
administrative
tasks
covered
in
this
Learner’s
Guide
are
listed
below.
File documents
This
unit
of
competency
is
from
the
Transport
and
Logistics
Training
Package
(TLI07).
It
is
important
to
plan
your
learning
before
you
start
because
you
may
already
have
some
of
the
knowledge
and
skills
that
are
covered
in
this
Learner’s
Guide.
This
might
be
because:
• you
have
been
working
in
the
industry
for
some
time,
and/or
• you
have
already
completed
training
in
this
area.
Together
with
your
supervisor
or
trainer
use
the
checklists
on
the
following
pages
to
help
you
plan
your
study
program.
Your
answers
to
the
questions
in
the
checklist
will
help
you
work
out
which
sections
of
this
Learner’s
Guide
you
need
to
complete.
This
Learner’s
Guide
is
written
with
the
idea
that
learning
is
made
more
relevant
when
you,
the
learner,
are
actually
working
in
the
industry.
This
means
that
you
will
have
people
within
the
enterprise
who
can
show
you
things,
discuss
how
things
are
done
and
answer
any
questions
you
have.
Also
you
can
practise
what
you
learn
and
see
how
what
you
learn
is
applied
in
the
enterprise.
If
you
are
working
through
this
Learner’s
Guide
and
have
not
yet
found
a
job
in
the
industry,
you
will
need
to
talk
to
your
trainer
about
doing
work
experience
or
working
and
learning
in
some
sort
of
simulated
workplace.
Assessment
of
this
Unit
of
Competency
will
include
observation
of
real
or
simulated
work
processes
using
workplace
procedures
and
questioning
on
underpinning
knowledge
and
skills.
It
must
be
demonstrated
in
an
actual
or
simulated
work
situation
under
supervision.
Section 1
Handling mail
Section outline
The
arrival
of
email
was
predicted
to
be
the
end
of
mail
in
the
form
of
letters.
This
has
not
proved
to
be
the
case
for
a
number
of
reasons:
• documents
requiring
a
signature,
and
usually
connected
to
business
transactions,
cannot
be
emailed
• small
parcels
still
require
posting
• specialised
services
have
been
developed
for
priority
postage
(e.g.
Express
Post
where
there
is
guaranteed
next
day
delivery
to
capital
cities)
• some
people
prefer
hand
writing
material
• despite
a
high
level
of
computer
ownership
across
Australia,
many
computer
users
do
not
have
email
access
• the
highly
developed
infrastructure
for
mail
already
in
existence
(e.g.
the
number
of
post
boxes
around
suburbs
and
towns)
• company
and
government
regulations
that
require
financial
documents
(invoices,
receipts,
etc)
to
be
in
paper
based
form
rather
than
electronic.
Some
experts
predict
that
email
will
become
less
popular
as
the
amount
of
junk
email
grows
(also
known
as
‘Spam’).
Consider
a
one-‐person
business.
In
that
business,
all
mail
will
be
for
that
person
unless
it
has
been
delivered
to
the
wrong
address
or
delivered
to
an
address
incorrectly
written
on
the
envelope.
As
the
business
grows,
so
will
the
volume
of
mail.
The
volume
of
incoming
and
outgoing
mail
generated
by
a
business
of
100
people
is
large
and
necessitates
specialised
systems
to
manage
efficiently.
Paper
based
mail
will
be
considered
first.
The
starting
point
for
mail
is
a
post
box
at
the
post
office,
some
sort
of
mailbox
or
hand
delivery
to
the
reception
counter.
Where
a
post
office
box
is
used,
someone
has
to
collect
the
mail
and
bring
it
back
to
the
workplace.
The
next
job
will
be
to
sort
the
mail.
Some
businesses
will
have
a
sign
on
the
letterbox
or
an
arrangement
with
the
post
office
that
means
that
‘unaddressed
or
unsolicited
mail’
is
not
wanted.
This
is
a
way
of
trying
to
limit
the
volume
of
unwanted
mail
arriving
at
the
workplace
that
has
not
been
requested
by
the
company.
Company
policy
may
include
a
statement
that
personal
mail
is
not
to
be
sent
to
the
workplace.
While
this
policy
is
in
place,
the
sender
may
not
know
that
this
policy
is
in
place.
As
the
sorter,
you
will
have
to
know
what
to
do
in
this
instance.
Options
might
include:
• passing
the
letter
on
to
the
addressee
on
the
envelope
• forwarding
the
mail
to
a
manager
who
then
speaks
to
the
person
receiving
the
personal
mail
• returning
to
sender.
Again,
company
policy
will
outline
what
you
are
expected
to
do
with
personal
mail.
In
larger
offices,
the
mail
may
be
opened
at
a
central
point,
sorted
and
registered.
Part
of
the
sorting
process
may
involve
deciding
whom
the
appropriate
person
is
to
pass
the
letter
on
to.
Registration
will
include
details
of:
• addressee
(person
to
whom
the
letter
is
addressed)
• sender
• date
of
receipt
• subject
matter.
MAIL
REGISTER
FOR
ACE
INDUSTRIES
Date
Addressee
Recipient
Sender
Subject
matter
30/03/03
Manager
Rose
Porter
General
&
Insurance
rates
for
(HR
Life
Public
Liability
and
Manager)
Insurance
P/L
Worker’s
Comp.
The
purpose
of
the
register
is
to
keep
a
record
of
what
is
received,
when
it
was
received,
to
whom
is
was
addressed
and
who
the
letter
was
passed
on
to,
and
what
the
letter
related
to.
The
record
could
be
used
in
the
future
to
check
whether
a
particular
piece
of
correspondence
was
received.
Once
mail
is
registered,
it
needs
to
be
distributed
within
the
organisation.
For
larger
organisations,
the
system
often
used
is
to
have
‘pigeon
holes’
or
boxes
with
each
staff
members
name
and
space
to
put
in
external
mail
and
internal
communications.
The
responsibility
is
then
in
the
hands
of
each
staff
member
to
check
for
mail.
In
smaller
organisations,
mail
may
be
then
delivered
to
each
person.
A
potential
problem
can
be
where
the
person
is
not
at
their
desk
or
workstation
when
the
distributor
(yourself)
comes
around
with
the
mail.
Alternatively,
if
all
staff
members
come
past
the
reception
desk
or
front
counter,
the
mail
might
be
held
there
and
passed
to
each
person
as
they
pass
the
front
counter.
The
tools
you
will
need
to
sort
mail
will
include:
• policies
and
procedures
for
handling
incoming
mail
• list
of
personnel
and
functions
• register
for
mail
(if
applicable).
Mail
may
be
marked
“ATTENTION’
or
“URGENT’.
If
you
receive
mail
marked
like
this,
you
obviously
need
to
bring
this
to
the
attention
of
the
recipient.
You
might
do
this
by:
• placing
in
pigeon
hole
of
that
person
and
sending
an
email
or
making
a
phone
call
to
inform
them
and
personally
deliver
to
the
person.
A
good
strategy
is
to
have
some
record
that
you
passed
on
the
item
as
soon
as
possible
so
that
if
the
recipient
is
slow
to
respond,
the
problem
is
not
seen
as
your
lack
of
attention
to
detail.
Discuss with your trainer the system used for incoming mail.
Summarise what you are required to do including what you have to
do in relation to:
• personal mail
• unsolicited mail
• recording mail received including what details are required to
be recorded
• ‘junk’ mail
• urgent items of mail
• mail received that is incorrectly addressed to your company
• mail received for persons no longer with the company
• mail addressed to the company rather than anyone in particular
or mail addressed to a function (e.g. ‘Marketing Manager’) that
does not exist within your company.
Use the answers to the following questions to help you describe the
system for handling mail:
Provide details in your response of the tools you use to assist you
with mail sorting and distribution;
• what tools do you have to assist you with mail sorting and
distribution?
• where do you put mail once it is sorted and registered?
• how does each person get his or her mail once it is sorted and
registered?
• does your company have a post office box (if so, who goes an
gets the mail?), letterbox or have mail delivered to a front
counter?
In
2002,
following
the
World
Trade
Centre
bombing
in
USA,
companies
were
forced
to
consider
the
possibility
of
mail
being
used
by
terrorists
to
spread
diseases
such
as
anthrax
which
is
potentially
fatal
to
humans.
Mail
sorters
and
those
handling
incoming
mail
were
warned
to
be
on
the
lookout
for
suspicious
parcels
and
letters
that
appear
to
contain
a
white,
dry
powdery
substance.
On
receipt
of
any
suspicious
parcel
or
letter,
the
following
actions
are
recommended:
• do
not
panic
• do
not
smell,
touch
or
open
the
item
• move
away
from
the
item
and
alert
others
to
stay
away
from
the
item
• notify
the
authorities
(police
and
management)
• turn
off
circulating
fans,
air
conditioning,
etc
to
prevent
possible
spread
through
the
air
• do
not
attempt
to
wash
off
or
disperse
the
substance
• wait
for
authorities
to
arrive.
The
danger
from
anthrax
spore
is
through
inhalation,
ingestion
or
entry
of
spore
through
cuts
or
eyes.
Similar
procedures
should
be
followed
for
parcels
suspected
of
being
dangerous
such
as
letter
bombs.
While
the
possibility
of
situations
such
as
these
arising
is
not
very
high,
organisations
should
be
prepared
and
have
relevant
policies
and
procedures
and
provide
adequate
training
for
dealing
with
these
events.
You
may
also
be
required
to
report
damaged
parcels
and
letters,
particularly
where
an
insurance
claim
will
be
made
for
damaged
goods.
Generally,
the
carrier
(Auspost
or
transport
company)
will
be
required
to
replace,
credit
or
otherwise
reimburse
your
company
in
this
event.
Your
own
workplace’s
system
for
such
parcels
is
looked
at
in
the
next
activity.
Talk to your supervisor, your trainer and other relevant staff in your
organisation to determine what policies and procedures exist for
dealing with suspicious parcels and letters and for reporting
damaged parcels and letters. Summarise your findings in the
space below.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
With
the
introduction
of
email
and
fax,
many
messages
are
now
sent
via
these
means.
Because
email
is
sent
almost
instantly,
the
sender
of
the
email
may
expect
an
immediate
response.
The
same
speed
of
response
is
not
always
expected
with
faxes
as
your
company
may
have
only
one
fax
machine
and
that
could
be
away
from
your
desk
or
work
area.
Email
can
be
stored
in
files
and
retrieved
at
any
point.
The
list
of
received
emails
also
contains
the
date
and
time
of
receipt
of
email,
the
sender
and
a
given
subject
line
(which
may
or
may
not
reflect
or
describe
the
contents
of
the
email).
In
this
way,
a
register
is
created
similar
to
the
mail
register
described
for
letters
and
parcels.
As
with
the
register,
this
can
be
used
to
show
that
a
particular
piece
of
correspondence
was
received
or
not
or
when
the
email
was
received.
With
faxes,
a
printout
can
be
made
of
faxes
received
and
sent.
The
level
of
detail
provided
by
this
printout
is:
• time
and
date
• fax
number
of
recipient
of
fax.
Note
that
the
sender
is
not
identified
nor
is
the
contents.
Some
organisations
will
have
a
fax
register
for
users
to
indicate
their
name
and
the
contents
of
the
fax.
Fax
has
the
advantage
of
transmitting
exactly
what
has
been
sent.
So,
a
document
can
be
written
on,
a
drawing
added,
text
from
another
source
added
without
retyping
(just
stuck
on
with
tape,
etc).
With
faxes,
what
you
send
is
what
your
addressee
receives.
At
the
same
time,
anyone
coming
past
the
fax
is
able
to
see
what
has
been
sent.
Similarly
to
mail,
your
company
may
have
developed
an
email
policy.
This
could
cover
similar
aspects
to
a
mail
policy.
A
comparison
of
what
can
be
contained
in
mail
and
email
policies
is
useful:
Personal
mail/use
Damaged
Not
mail
applicable
In
the
next
activity,
email
and
mail
policies
in
your
workplace
are
investigated.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Does your company have any policies on use of the fax machine?
As
the
person
responsible
for
incoming
mail,
you
will
probably
also
have
responsibilities
for
handling
outgoing
mail.
This
could
include:
• letters
• parcels
(smaller
items
that
are
not
handled
internally
and
are
sent
via
bicycle
or
motor-‐bike
courier
or
other
external
courier).
Mail
might
be
placed
in
a
box
or
given
directly
to
you,
depending
on
the
size
of
the
company
that
you
work
in
and
company
procedures.
Postal
rates
are
available
on
the
Auspost
web
site
at
http://www.auspost.com.au/.
Postal
rates
depend
on
weight
and
size
of
envelope.
A
set
of
scales
is
useful
for
weighing
parcels
and
a
‘letter
gauge’
is
available
from
Auspost
to
help
determine
postal
rates
based
on
envelope
size.
When
you
are
asked
to
arrange
express
delivery
of
a
letter
or
parcel,
Auspost
has
available
a
service
for
next
day
delivery
of
mail
and
small
parcels
(such
as
CD
ROMs,
tapes,
samples)
to
capital
cities.
This
is
called
Express
Post.
Details
are
available
through
the
Auspost
web
site
or
from
a
local
Post
Office.
Your
collection
of
resources
and
tools
should
include
the
rates
and
contact
numbers
for
couriers
suited
to
the
types
of
parcels
you
need
to
send
out.
The
Yellow
Pages
is
a
useful
resource
for
locating
couriers.
Your
company
may
have
a
preferred
courier
based
on
positive
experience.
Your
company
may
also
require
that
you
record
all
outgoing
mail
so
that,
if
a
customer
makes
a
claim
that
an
item
was
not
received,
the
problem
can
be
tracked
back
to
check
that
it
actually
left
your
company.
The
details
recorded
will
probably
include:
• sender
• date
• addressee
(person
to
whom
letter
or
parcel
is
sent)
• description
of
item
• reference
number
• delivery
mode
(courier,
Express
Post,
ordinary
mail,
etc).
The
Dangerous
Goods
Act
also
governs
the
sending
of
certain
goods
within
Australia.
Goods
that
fall
within
this
category
must
be
clearly
labelled
with
the
appropriate
signage
detailing
the
type
of
goods
being
sent
including
goods
that
are:
• corrosive
• flammable
• oxidizing
agents
(are
not
flammable
but
readily
support
combustion
or
burning
of
other
materials)
• poisonous
• radioactive.
Check
with
others
in
the
workplace
if
you
are
unsure
of
the
regulations
for
sending
such
materials.
You
may
get
assistance
from:
• your
trainer
• OHS
officers
within
the
company
• Post
Office
• Customs
• WorkSafe
or
other
government
agency
for
OHS.
Talk to your trainer about the system you are expected to follow for
outgoing mail. Summarise this system below and make sure that
you answer the questions listed.
• are personal items allowed to be included in the outgoing mail
(already stamped)?
• how is the mail collected and passed on to you?
• do you have to record all outgoing mail? If so, what details are
recorded?
• what tools and resources do you have to help you determine
postage for individual items (scales, ‘letter gauge’, price lists,
contact details and rates for couriers)?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Talk to your trainer about any goods that are subject to the
Customs Act or Dangerous Goods Act. Find out if these sort of
goods are likely to be sent out from your company. Answer the
questions listed below as part of your research.
• what goods are handled by your company that are classified as
dangerous or hazardous goods?
• does your company send any goods overseas?
• what procedures do you have to follow when sending out
dangerous or hazardous goods or sending parcels overseas?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Section 2
Section outline
The
files
in
your
workplace
will
contain
a
variety
of
business
information
that
is
useful
to
your
company’s
business.
This
might
include:
• business
history
such
as
contracts
• financial
information
• product
information
including
that
of
rivals
• useful
resources
• correspondence
• Standard
Operating
Procedures
(SOPs),
other
procedures,
training
and
induction
material
• pricing
and
fee
schedules
• relevant
legislation,
regulations
and
procedures.
This
list
is
a
sample
of
what
your
workplace
stores.
Some
of
this
information
will
be
located
in
other
areas
or
with
specialist
personnel
such
as
financial
information
that
is
stored
in
the
accounts
section
of
your
workplace.
In
smaller
offices,
your
role
may
also
involve
finances
and
your
files
will
include
this
type
of
business
information.
You
have
probably
‘inherited’
a
filing
system
or
someone
else
in
the
workplace
has
designed
the
system
or
has
overall
management
of
the
system.
In
this
case,
your
responsibility
will
be
to
use
the
system
to
file
and
extract
business
information.
As
most
offices
are
equipped
with
computers,
the
filing
system
will
link
with
information
storage
in
electronic
format
as
files.
Some
companies
store
both
an
electronic
copy
of
business
documents
and
information
and
a
paper-‐based
or
hard
copy.
Where
this
is
not
company
policy
or
practice,
the
paper-‐based
system
will
store
documents
received
in
paper-‐based
format
and
documents
that
have
been
produced
within
your
workplace
but
have
additions
to
them
such
as
a
signature
in
the
case
of
a
contract
or
agreement.
In
order
to
understand
the
system
that
is
in
use,
you
will
need
to
find
out
what
types
of
information
are
stored
and
under
what
broad
categories.
If
every
piece
of
information
were
kept
forever,
the
filing
system
would
soon
become
too
large.
Two
processes
are
used
to
manage
a
filing
system:
• archiving
• sorting
and
destroying.
The
second
process
–
sorting
and
destroying,
may
be
undertaken
in
conjunction
with
archiving.
Some
information
becomes
out
of
date
or
no
longer
relevant
and
can
be
removed
from
the
system.
Other
information
may
become
useful
or
may
be
required
to
be
kept
fro
a
period
of
time,
according
to
a
regulation
or
legislation.
This
information
is
archived
–
put
into
boxes
and
stored,
either
on
the
premises
(in
a
storeroom,
etc.)
or
with
a
specialist
company
that
stores
archived
material.
Your
company
will
have
procedures
in
place
for
storage
of
‘useful
but
not
immediately
wanted
information’
or
information
that
is
required
to
be
stored
for
a
period
of
time
such
as
financial
and
tax
records.
Some
information
will
be
confidential
such
as:
• personnel
details
• personal
details
(home
addresses
and
phone
numbers,
etc.)
• tax
records
• financial
information
• company
business
history
• contracts.
Within
each
‘chunk’
of
filed
information,
an
ordered
or
systematic
process
needs
to
be
followed
so
that
information
can
be
readily
retrieved.
For
instance,
contracts
may
be
filed
by
date
or
by
the
name
of
the
company
or
individual
with
whom
the
contract
is
made;
correspondence
may
be
filed
according
to
the
subject
of
the
correspondence,
the
sender
of
the
correspondence
or
again
by
date.
The
file
register
allows
others
to
locate
a
file
that
may
be
misfiled
or
be
capable
of
being
filed
in
a
number
of
places.
For
example,
a
letter
from
a
contractor
seeking
a
contract
variation
may
be
filed
in
a
correspondence
file,
under
the
contract
or
under
contract
variations.
The
design
of
your
workplace’s
information
filing
system
is
the
focus
of
the
next
activity.
Discuss with your trainer and others in your work area, how the
filing system is designed. Summarise your findings in the space
below. Answer the questions listed to help you find out about the
system used in your workplace.
• what are the main types of information stored?
• how do the filing system and the computer system connect for
information storage?
• how is confidential information protected in the filing system?
• when does the system get cleaned out or material archived?
who is responsible for this?
• to whom do you refer problems with filing when you are unsure
of the correct filing location?
• does your company have a file register? if so, how does this
assist in locating information? if not, why is this not part of the
filing system?
________________________________________________________________
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Part
of
your
role
will
include
taking
messages
for
others.
Messages
might
also
include:
• customers
and
visitors
arriving
at
your
work
station
or
desk
• phone
callers
• fellow
team
members
and
those
from
other
areas
of
the
business.
While
taking
messages
for
others
may
be
a
nuisance,
particularly
if
you
are
busy
or
there
seems
to
be
an
endless
stream
of
callers,
message
taking
is
an
important
part
of
communication
with
customers
and
across
your
organisation.
A
message
lost
could
mean
a
loss
of
an
important
piece
of
business
or
losing
an
important
client.
These
types
of
message
pads
include
the
main
features
of
the
message
so
that
the
receiver
of
the
message
can
get
back
to
the
person
without
having
to
search
for
a
phone
number,
or
worse
ignore
the
message
as
there
is
no
way
of
getting
back
to
the
person.
With
emails,
messages
can
be
typed
directly
into
an
email
and
sent
immediately
to
the
person
for
whom
the
message
is
required.
Email
can
also
remove
the
need
for
message
taking
as
the
sender
can
email
their
message
directly
to
the
intended
receiver
of
the
message
without
going
through
a
receptionist
or
third
person.
When
taking
oral
messages,
it
is
good
practice
to
repeat
back
essential
details
to
make
sure
you
have
taken
the
message
correctly.
You
may
have
to
summarise
the
message,
so
checking
the
message
can
prevent
miscommunication.
CALLER: “OK, this is Brad Miner from Pittsville Press ringing about
the order he placed. Can you leave him a message that the
calendars are printed. Oh, so are his business cards and the
letterhead and the wall posters. I’ll deliver them tomorrow but I
need his OK on the colours as I couldn’t match the purple exactly
but it’s so close you can’t tell. I’ll have Sam drop a sample in so it’s
there for him to look at in an hour or so. Anyway, I went ahead and
I reckon he’ll be happy with these. He said he wanted them pretty
quickly, so I’ve done them quick smart.”
YOURSELF: “Can I have your number please and can you tell me
what time you will be there until as I’m not expecting Mr Cloak to
return until about 3.00 pm this afternoon?”
CALLER: “It’s 9333 7654 and I’ll be here until about 6.30 pm. No,
better make that 5.45 at the latest as I have to make a delivery on
the way home. OK, thanks, cheers.”
MESSAGE DATE: / /
TIME: ………… AM/PM
TO: …………………………………… TEL: …………………
FROM: ……………………………….. URGENT
DETAILS: …………………………….
………………………………………… Telephoned
………………………………………… Will ring back
………………………………………… Please ring
………………………………………… Called in
SIGNED:
What did the message taker fail to do? (perhaps they didn’t get the
chance but good practice …)
Additional
resources
Web
sites:
• Postal
rates
are
available
on
the
Auspost
web
site
at
http://www.auspost.com.au/
• The
Australian
Comcare
web
site
at
http://www.comcare.gov.au
provides
useful
information
in
relation
to
suspected
mail
items
containing
anthrax
spores.
• The
CASA
web
site
at
http://www.casa.gov.au/dg/freight/index.htm
provides
information
on
transport
of
goods
by
air.
Organisations:
• WorkSafe
Victoria
http://www.workcover.vic.gov.au/
Other
resources:
• Your
own
workplace
may
have
a
variety
of
resources
to
support
your
learning.
These
might
include
templates
used
in
the
workplace,
forms,
procedures
and
manuals,
mail
registers,
etc.
Feedback on
activities
The responses provided in this section are suggested responses.
Because every workplace is different, your responses may vary
according to your specific workplace procedures, the equipment
available and the nature of the business.
Your company’s email and mail policy will probably cover similar
areas. If you do not have an email policy in your company, talk to
your trainer and other relevant staff to determine what unwritten
expectations and regulations exist (e.g. no personal use, etc.)
Discuss your answers with your trainer.
The system you are expected to follow for outgoing mail should
allow for the most efficient way to gather the mail in a convenient
location, record this mail (if required by your workplace) and get the
mail to the post office. Mail will include parcels and delivery of
these items may involve couriers. Cost, reliability and efficiency will
be indicators that your system suits your workplace.
You company may not have goods sent out that fall within the
categories outlined. Where your company does send out such
goods, the relevant regulations include the Dangerous Goods Act
and Customs Act. Failure to comply with these regulations is an
offence. Check your answers with your trainer and supervisor.
Seek help from others in the workplace if relevant procedures have
not yet been developed or are not written down.