Executive Office Skills Level 2

Modules

Unit 1 – 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

Unit 2 – Personnel Administration
• The work cycle
• Recruiting
• Interviewing
• Contract of employment
• Personnel files
• Data protection
• Job description
• Health and safety
• Staff security

Unit 3 – Project Management
• Defining a project
• Work breakdown structure
• Choosing your team
• Resourcing the information
• Who does what?
• Gantt charts

Unit 4– Communications
• Body language
• Appearance
• Language
• Listening skills
• Letter writing
• Using the telephone
• Getting the message
• Telecommunications Technology
• Communicating with Colleagues who work away from the office

Unit 5 – Training Administration
• The training cycle
• Who benefits from training
• Planning training
• Preparing course materials
• Delivering training
• Evaluating training

You must successfully complete a series of activities and assessments. Once all assessments and activities have been completed satisfactorily, you will then be awarded your certificate. The good news is, there is no final examination.