Certificate in Executive Office Skills

COURSE CONTENT  
 
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 
 
Accreditation   The course leads to the award of the Certificate in Executive Office Skills (Level 2)  from ASET, a leading UK awarding body recognised by the Qualifications and Curriculum Authority. 
 
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 mail and email.  
 
 Assessment   Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.