£250.00
Executive Office Skills NCFE Level 2
Objectives At the end of the course students will be able to:
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
Student Profile This programme is designed for senior office staff who wish to be able to manage office operations effectively and supervise the work of others in an office environment.
Duration Students may study over any timescale of up to one year. To complete the course will take in the region of 60 hours of study.
Study Pack
Your study pack contains everything required to complete your course and no further purchases are necessary.
Assessment This course is assessed through a series of tutor marked assignments. No attendance at an exams centre is required.
Accreditation
At the end of this course successful learners will receive a level 2 NCFE Award certificate of achievement. That means that it is independently accredited at a level of learning equivalent to level 2 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland. The course is provided in conjunction with Kendal Publishing Limited a licenced NCFE centre.
Support Students receive tutor support for a full one year from registration plus unlimited access to the student helpline during working hours.
Course Outline
Module A Customer Services
Face to face contact
Dealing with awkward customers
Where are you?
Dealing with complaints
Complaints policy
Dos and donts of complaint handling
Is the customer always right?
Dangerous contact
Person to person contact
Module B Personnel Administration
The work cycle
Recruiting
Shortlisting
Checklist on interview
Contract of employment
Personnel files
Data protection
Job descriptions
Health and safety
Staff security
Module C Project Management
Defining a project
Work structures
Choosing your team
Resourcing the information
Who does what
Gantt charts
Module D Communications
Body language
Appearances can be deceptive
Emphasis on words
Listening skills
Letter writing
Using the telephone
Getting the message
Module E Training Administration The training cycle
Who benefits from training
Planning training
Training methods
Training environment
Equipment
Visual aids
Evaluation
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