Using the Telephone and Photocopier — OCN London Other Vocational Qualification Employability & Work Skills Revision

    This element equips learners with fundamental office communication and administrative skills, covering the correct procedures for answering and making tele

    Topic Synopsis

    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.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Using the Telephone and Photocopier

    OCN LONDON
    vocational

    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.

    8
    Learning Outcomes
    12
    Assessment Guidance
    15
    Key Skills
    8
    Key Terms
    16
    Assessment Criteria

    Assessment criteria

    OCNLR Entry Level Award in Entry to Employment (Entry 1)
    OCNLR Entry Level Certificate in Entry to Employment (Entry 1)
    OCNLR Entry Level Certificate in Entry to Employment (Entry 2)
    OCNLR Entry Level Award in Entry to Employment (Entry 2)

    Topic Overview

    The OCNLR Entry Level Award in Entry to Employment (Entry 1) is a foundational qualification designed to help you develop the essential skills needed for the world of work. This course covers key areas such as communication, teamwork, problem-solving, and understanding workplace expectations. It is ideal if you are just starting to think about your future career or need to build confidence in a structured learning environment.

    This qualification is part of the Employability & Work Skills suite offered by OCN London. It focuses on practical, real-world skills that employers value. You will learn how to work with others, follow instructions, and complete tasks safely. The course is broken down into small, manageable units, allowing you to progress at your own pace. Achieving this award shows that you have taken the first steps towards becoming work-ready.

    Mastering these skills is important because they form the basis for further learning and employment. Whether you plan to move onto a higher-level qualification, an apprenticeship, or a job, the abilities you gain here will help you succeed. The course also helps you understand your own strengths and areas for improvement, boosting your self-awareness and confidence.

    Key Concepts

    Core ideas you must understand for this topic

    • →Communication: Understanding and using basic verbal and non-verbal communication in a work context, such as greeting colleagues, asking for help, and following simple instructions.
    • →Teamwork: Working cooperatively with others, sharing tasks, and respecting different roles within a group.
    • →Health and Safety: Identifying common workplace hazards and following basic safety rules to keep yourself and others safe.
    • →Problem-Solving: Recognising simple problems and using given strategies to find solutions, such as asking a supervisor or checking instructions.
    • →Self-Management: Being punctual, following a routine, and completing tasks with minimal supervision.

    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.
    • 💡Tip 1: Use real-life examples. When answering questions about teamwork or problem-solving, think of a time you worked with others or solved a problem at school, home, or in a hobby. This shows you can apply skills in practice.
    • 💡Tip 2: Read instructions carefully. Many marks are lost because students don't follow the task brief. Underline key words like 'list', 'describe', or 'explain' to ensure you answer the question fully.
    • 💡Tip 3: Keep it simple. You don't need long, complex sentences. Clear, short answers that directly address the question are more likely to get full marks.

    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: 'Employability skills are just common sense, so I don't need to study them.' Correction: While some skills may seem obvious, this course teaches you how to apply them in a work setting, which is different from everyday life. You will learn specific workplace expectations and how to meet them.
    • Misconception: 'Teamwork means I have to be friends with everyone.' Correction: Teamwork is about working together to achieve a goal, not necessarily being friends. You can work effectively with people you don't know well by being respectful and communicating clearly.
    • Misconception: 'Health and safety is just common sense and not important for entry-level jobs.' Correction: Health and safety is crucial in every workplace. Even simple tasks can have risks, and employers expect you to follow procedures to prevent accidents.

    Frequently Asked Questions

    Common questions students ask about this topic

    Before You Start

    Prior knowledge that will help with this topic

    • •No formal prerequisites are required for this Entry Level qualification. However, it is helpful if you have basic literacy and numeracy skills, as you will need to read simple instructions and possibly do basic counting or measuring in some units.

    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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