Executive Office Skills Level 2

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

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.