Executive Office Skills Level 2

• Course Code: OCN214
• Award Level 2, Similar to - NVQ Level 2, GCSE (Grades A*-C)

This is the NCFE Level 2 Executive Office Skills course. This home learning course is designed for people who wish to gain an understanding of principles and practice of office skills for the senior administrator. No prior knowledge is required. By studying for this certificate, you will learn how 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 and explain data protection legislation. You will also be able to develop project management techniques, introduce team selection techniques, develop an understanding of body language, develop listening skills, emonstrate letter writing skills, practice good telephone communication skills, explain the training cycle and demonstrate training methods and techniques.

Course Content

The course is divided up into five modules, as follows:

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

Assessment

The home learning Executive Office Skills course assessment takes the form of a series of written assignments, which are submitted and marked by your tutor. There is no external examination required.

Study Method

The course is designed for study by distance learning at home or at work. Students receive a course manual, assignments and study guide plus tutor support by mail or email. You can start at any time and plan your studies over a period of up to one year from the time of registration.

Qualifications

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.

You can read more about NCFE and our awarding bodies here: Awards

• Course Content
• Assessment
• Study Method
• Qualifications/Accreditations
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