This course is designed for students looking to gain employment in an office environment or existing employees looking to add to their CV in order to progress. It will give students an understanding of the principles and practice of office skills for the senior administrator.

The course objectives are:

• Introduce the benefits of good customer care
• Explore ways of handling complaints and difficult customers
• Demonstrate customer care in face to face and written forms of contact
• Raise awareness of good practice in personnel administration
• Explore the techniques of recruitment and interviewing
• Demonstrate the need for staff record keeping
• Explain data protection legislation
• Develop project management techniques
• Introduce team selection techniques
• Develop an understanding of body language
• Develop listening skills
• Demonstrate letter writing skills
• Practice good telephone communication skills
• Explain the training cycle
• Demonstrate training methods and techniques

Support is provided for up to 12 months but it is entirely up to you how quickly you work through the course. The estimated study time is 90 hours so if you average around 5 hours a week study you would complete in 4-5 months.

The Executive Office Skills Level 2 course is delivered hard copy in folders which contain your learning material, assignments and study guide.

Support is provided throughout the course via a tutor who can be emailed at any time should you come across anything you are unsure of. There is also a support team by telephone.

Executive Office Skills Level 2 is split into five units. At the end of each unit you will complete an assignment which you will email to your tutor. An assignment is a set of questions based upon the unit you have just studied. Your tutor will mark your work and give you feedback. If there are any areas for improvements or anything that you have misunderstood you will always have the opportunity to re-submit.

The good news is there are no exams! Once you have completed all the assignments you complete the course.

Unit 1: Customer Services

• Face to face contact
• Dealing with awkward customers
• Where are you?
• Dealing with complaints
• Complaints policy
• Do's and don'ts of complaint handling
• Is the customer always right?
• Dangerous contact
• Person to person contact

Unit 2: Personnel Administration

• The work cycle
• Recruiting
• Interviewing
• Contract of employment
• Personnel files
• Data protection
• Job description
• Health and safety
• Staff security

Unit 3: Project Management

• Defining a project
• Work breakdown structure
• Choosing your team
• Resourcing the information
• Who does what?
• Gantt charts

Unit 4: Communications

• Body language
• Appearance
• Language
• Listening skills
• Letter writing
• Using the telephone
• Getting the message
• Telecommunications strategy
• Communicating with Colleagues who work away from the office

Unit 5: Training Administration

• The training cycle
• Who benefits from training
• Planning training
• Preparing course materials
• Delivering training
• Evaluating training

At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Kendal Publishing Ltd has undergone an external quality check to ensure that the organisation and the courses it offers meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

The course itself has been designed by Kendal Publishing Ltd to meet specific learners and/or employers requirements which cannot be satisfied through current regulated qualifications. ABC Awards/Certa endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14: all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK

*Regulated qualification refers to those qualifications that are regulated by Ofqual/CCEA/Qualification Wales