Using the Telephone and Photocopier
This element equips learners with fundamental office communication and administrative skills, covering the correct procedures for answering and making telephone calls and operating a photocopier. Mastering these tasks ensures effective workplace communication and efficient document handling, essential for entry-level employment. Learners will demonstrate professionalism, clarity, and adherence to health and safety protocols in a simulated or real office setting.
Assessment criteria
Quick Revision Summary (Key Takeaway)
The OCNLR Entry Level Award in Entry to Employment (Entry 1) introduces learners to the fundamental skills needed for the workplace, including understanding job roles, workplace expectations, and basic health and safety. This qualification focuses on building confidence and employability skills through practical activities and reflection.
Topic Overview
This qualification is designed for learners who are just beginning their journey into the world of work. It covers the essential skills and knowledge needed to enter employment, such as understanding different job roles, following instructions, and working as part of a team. The focus is on practical, real-world applications, so you will learn by doing activities that mirror workplace situations.
The course is split into small units that build your confidence step by step. You will explore what employers expect from their staff, how to communicate effectively, and how to stay safe at work. By the end, you will have a clear idea of what it takes to be a good employee and how to behave professionally.
This qualification is important because it gives you a foundation for future learning and work. Even if you don't have a specific career in mind, the skills you gain—like teamwork, timekeeping, and problem-solving—are valuable in any job. It also helps you develop a positive attitude towards work, which is something all employers look for.
Key Concepts
Core ideas you must understand for this topic
- →Understanding the difference between an employer and an employee.
- →Recognising common workplace hazards and how to prevent accidents.
- →The importance of punctuality, attendance, and following instructions.
- →Basic communication skills, including listening and speaking clearly.
- →Working cooperatively with others and respecting diversity.
Learning Objectives
What you need to know and understand
- 1. Be able to answer telephone calls in an office environment. 2. Be able to make a telephone call in an office environment.3. Be able to use a photocopier in an office environment.
- 1. Be able to answer telephone calls in an office environment. 2. Be able to make a telephone call in an office environment.3. Be able to use a photocopier in an office environment.
- 1. Be able to answer telephone calls in an office environment. 2. Be able to make telephone calls in an office environment.3. Be able to use a photocopier in an office environment.
- Demonstrate the correct procedure for answering a telephone call in an office setting, including greeting and identification.
- Perform a clear and structured telephone conversation when making a call for a specified purpose.
- Accurately record and relay a telephone message using a given template.
- Operate a photocopier to produce single and multiple copies of a document safely and efficiently.
- Identify common hazards associated with photocopier use and describe appropriate safety measures.
Assessment Criteria
Key criteria assessors look for in your portfolio
- Award credit for clearly stating the company name, personal name, and offering a polite greeting when answering an incoming call.
- Learner must demonstrate the ability to prepare for a call (checking number, having notes ready) and state their name, company, and purpose clearly when making a call.
- Evidence of safe and accurate photocopier use: checking paper tray, selecting correct number of copies and settings, operating start/stop, and following basic fault procedures (e.g., paper jam).
- Award credit for demonstrating the correct sequence of actions when answering a call: lifting the receiver, speaking clearly, and identifying the organisation.
- Award credit for accurately writing down a simple telephone message, including caller's name and contact number, when taking a message.
- Award credit for successfully powering on the photocopier, loading paper into the correct tray, and producing a specified number of copies without assistance.
- Award credit for demonstrating a clear, polite greeting when answering a call, including stating the company or department name.
- Award credit for accurately recording and relaying a telephone message, including caller's name, contact number, and brief reason for calling.
- Award credit for making a call by dialling correctly, introducing oneself, and stating the purpose of the call clearly.
- Award credit for using the photocopier to produce a specified number of clear, correctly oriented copies of a single-page document.
- Award credit for identifying and rectifying simple photocopier issues like paper jams or low toner alerts, or seeking assistance appropriately.
- Award credit for answering calls with a polite greeting and stating the company or department name.
- Look for evidence of active listening and confirming the caller’s details when taking a message.
- When making calls, check that the learner prepares key information beforehand and introduces themselves and the purpose.
- For photocopier use, observe that the learner checks paper levels, selects correct copy settings, and starts the machine correctly.
- Credit demonstration of safe behaviour, such as keeping the photocopier lid closed during operation and not touching hot components.
Assessment Guidance
Guidance for achieving higher grades
- 💡During role-play assessments, demonstrate active listening and repeat back key information to confirm accuracy; assessors look for this to award full marks for communication skills.
- 💡For photocopier tasks, always explain what you are doing as you perform each step—this shows understanding even if a machine fault occurs that is not your responsibility.
- 💡Maintain a professional posture and tone throughout; non-verbal cues like smiling while speaking can be heard and positively influence the assessor’s perception of your telephone manner.
- 💡Always speak clearly and politely; the assessor will observe your manner and note any use of standard greetings.
- 💡Before starting the photocopier, check the display for error messages like 'paper jam' and alert a supervisor if needed to demonstrate safe practice.
- 💡In role-play assessments, always speak clearly and at a moderate pace, as communication skills are being evaluated alongside task completion.
- 💡When demonstrating photocopier use, explain your actions aloud to show understanding even if the machine is unfamiliar—assessors look for process knowledge.
- 💡Keep a checklist for telephone tasks: greet, identify, listen, record, confirm, and end politely to ensure all steps are covered.
- 💡Always introduce yourself and ask how you can help when answering calls—this demonstrates professional communication.
- 💡Before making a call, note down the key points you need to cover to stay on track.
- 💡Practice using the photocopier’s basic functions, such as entering the number of copies and using the clear button, to build confidence.
- 💡If a message is unclear, repeat it back to the caller to confirm accuracy.
- 💡Use the exact wording from the question in your answers to show you understand what is being asked.
- 💡Always give examples from real life or your own experience to make your answers stronger.
- 💡Read each question carefully—some ask for 'two' or 'three' points, so don't give fewer or more than required.
Common Mistakes
Common errors to avoid in your coursework
- Failing to speak clearly and slowly enough, or mumbling, which leads to miscommunication during telephone tasks.
- Forgetting to take a written message with all required details (caller name, company, contact number, time, and message) when answering for an absent colleague.
- Incorrectly aligning original documents on the glass, resulting in cut-off or uneven copies, or using the wrong paper size settings.
- Forgetting to listen to the caller's request before speaking, leading to confusion.
- Placing documents face down on the photocopier glass without checking alignment, resulting in incomplete copies.
- Answering the phone without identifying oneself or the department, leading to confusion.
- Forgetting to note key details when taking a message, such as the caller's number or the urgency.
- Dialling incorrectly or not checking the number before calling, often due to rushing.
- Placing documents face-up on the photocopier when face-down is required, resulting in blank copies.
- Ignoring error lights or messages on the photocopier and continuing to attempt copying without resolving the issue.
- Forgetting to identify themselves or the organisation when answering a call.
- Speaking too quickly or unclearly, making it difficult for the caller to understand.
- Failing to write down a caller’s contact details accurately when taking a message.
- Inserting documents upside down or selecting incorrect paper size on the photocopier.
- Attempting to resolve a paper jam without following safety procedures or switching off the machine.
- Misconception: 'Health and safety is only the employer's responsibility.' Correction: Both employers and employees have duties to keep the workplace safe.
- Misconception: 'Being a good employee means just doing what you're told.' Correction: It also involves showing initiative, being helpful, and communicating problems.
- Misconception: 'You only need to be polite to customers, not colleagues.' Correction: Respectful behaviour is important with everyone you work with.
Revision Plan
How to revise this topic in 1–2 weeks
- 1Week 1: Focus on understanding job roles and responsibilities. Create flashcards for key terms like 'employer', 'employee', and 'duty'.
- 2Week 2: Practise identifying hazards in pictures or at home. Write down one hazard and one prevention method each day.
- 3Week 3: Role-play workplace scenarios with a friend or family member, such as greeting a customer or reporting a problem.
- 4Week 4: Review all your notes and do practice questions. Ask someone to test you on the key concepts.
Exam Question Types
How this topic typically appears in the exam
- 📋Multiple-choice questions: Read each option carefully and eliminate obviously wrong answers first.
- 📋Short-answer questions: Write in complete sentences and include a reason or example where asked.
- 📋Scenario-based questions: Imagine you are in the situation described and think about what you would do and why.
- 📋Matching exercises: Match terms to definitions—make sure you read both lists fully before starting.
Command Word Expectations (OCN LONDON)
What examiners look for when using specific command words in this specification
Write down the required number of items (e.g., three) without extra explanation. Each item must be correct and relevant to the question.
Give a detailed account of something, including key features or steps. For example, describe what you would do in a fire drill.
Give reasons or causes for something. You must show why or how, not just state what happens. Use 'because' or 'so' to link ideas.
How Students Lose Marks (Examiner Pitfalls)
Common mark loss traps and how to write 100% full-mark answers
Step-by-Step Worked Solutions
Detailed solution breakdown for typical exam problems
Question: List three pieces of personal protective equipment (PPE) used in a workplace and explain why each is important.
- 1.Step 1: Identify three common types of PPE, such as safety gloves, hard hats, and safety goggles.
- 2.Step 2: For each item, state its purpose and the injury it prevents.
- 3.Step 3: Write your answer in full sentences, using correct spelling and punctuation.
Question: You are starting a new job. Describe two ways you can show you are a reliable employee.
- 1.Step 1: Think about what 'reliability' means in a workplace, such as being on time and completing tasks.
- 2.Step 2: Give a specific example for each way, e.g., arriving 10 minutes early to set up your workstation.
- 3.Step 3: Explain how this behaviour helps the employer and the team.
Active Recall Memory Test
Test your memory before revealing the key facts
Frequently Asked Questions
Common questions students ask about this topic
Pass / Merit / Distinction Evidence Checklist
How your portfolio evidence is graded for OCN LONDON Using the Telephone and Photocopier
Every vocational unit is marked against named criteria rather than an exam percentage. Your tutor's brief lists the exact codes for this unit — here is what each band is asking you to do.
Demonstrate baseline knowledge, accurate terminology, and core practical application.
Provide detailed analysis, structured explanations, and clear workplace reasoning.
Deliver thorough evaluation, original problem solving, and fully justified recommendations.
Before You Start
Prior knowledge that will help with this topic
- •No formal prerequisites, but basic communication skills (speaking and listening) are helpful.
- •An interest in learning about the world of work and a willingness to participate in group activities.
Coursework AI Review
Paste your assignment brief and check your draft against its P/M/D criteria
Key Terminology
Essential terms to know
- 1. Be able to answer telephone calls in an office environment. 2. Be able to make a telephone call in an office environment.3. Be able to use a photocopier in an office environment.
- 1. Be able to answer telephone calls in an office environment. 2. Be able to make a telephone call in an office environment.3. Be able to use a photocopier in an office environment.
- 1. Be able to answer telephone calls in an office environment. 2. Be able to make telephone calls in an office environment.3. Be able to use a photocopier in an office environment.
- Telephone answering techniques
- Outgoing call procedures
- Photocopier operation and safety
- Workplace communication
- Message taking accuracy
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