Executive Office Skills

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NCFE Level 2 Award 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 mail and email.

Qualification

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"

Awarding Body Information

NCFE is recognised as an awarding body by the qualification regulators ('regulators') for England, Wales and Northern Ireland. The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Department for Children, Education, Lifelong Learning and Skills (DCELLS) in Wales and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland

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.

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