Certificate in Executive Office Skills

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.

Study Method
The course is designed for study by distance learning at work or at home.  Students receive course manual, assignments and studyguide plus tutor support by telephone, mail and email.

Qualification
ASET certification

Course Outline
Module A – 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

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