Executive Office Skills

OCN Level 2 in Executive Office Skills

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.

Objectives: At the end of the course you 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

Tutor Support: You will receive full tutor support by e-mail and post for a full year from the day you receive the course. To complete this course it will take in the region of 90 study hours which can be spread over a 12 month period to suit the student.

Assessment: As you work through this course you are required to complete a series of tutor marked assignments, which you can then send to your tutor for marking. There is no word count for these assignments, however you do have to prove to your tutor that you have fully understood the question asked.

Qualification: On successful completion of all of the assignments throughout this course, you will receive a OCN Level 2 in Executive Office Skills with 6 Learning Credits.

OCNNWR provides validated courses through its provider organisations which must meet robust quality assurance standards. It is a licenced member of NOCN which is an approved awarding body licenced by QCA to offer accredited qualifications.

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

CODE FORMAT FULL PRICE DISCOUNTED PAY IN FULL PRICE INSTALMENTS A111 Paper £275.00 £248.00 6 Months at £45.84