This course has been specifically 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. The course will introduce the benefits of good customer care, explore ways of handling complaints, raise awareness of good practice in personnel administration and includes new legislation like data protection.

At the end of the course you should be:

• Able to put good customer care into practice in everyday situations which will benefit your organisation.
• More aware of the role taken by an Administrator in Personnel, and be better equipped to perform many of the daily administrative tasks.
• Able to recognise what constitutes a "project" and understand the importance of its proper planning. You should be able to identify, initiate and implement the necessary five steps of project management.
• Able to identify different forms of communication and you will be better able to use all forms of communication to your advantage.
• Able to efficiently support the trainer in their duties and set-up activities, and also you will have gained a background knowledge of training skills and methodology which may then be used to further develop your own training career.

Study Guide

Module One: Customer Services

• Objective
• 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 Two: Personnel Administration

• Objectives
• Work Cycle
• Recruitment
• Interviewing
• Contract of Employment
• Personnel File
• Data Protection
• Job Description
• Health and Safety
• Staff Security

Module Three: Project Management

• Objectives
• Defining a Project
• Work Breakdown Structure
• Choosing your Team
• Recording the Information
• Who Does What?
• Gantt Chart

Module Four: Communications

• Objectives
• Body Language
• Appearance
• Language
• Listening Skills
• Letter Writing
• Using the Telephone
• Getting the Message

Module Five: Training Administration

• Objectives
• The Training Cycle
• Who Benefits from Training?
• Planning Training
• Preparing Course Materials
• Training Methods
• Training Environment
• Equipment
• Visual Aids
• Evaluation

For a more detailed syllabus on this course, click here

On completion of your course, you will receive two qualifications:

Qualification 1: Executive Office Skills Certificate

Executive Office Skills Certificate issued by Stonebridge Associated Colleges, entitling you to use the letters SAC Cert after your name.

Qualification 2: Level 3 Executive Office Skills Award

At the end of this course successful learners will also receive a level 3 NCFE Award certificate of achievement. That means that it is independently accredited at a level of learning equivalent to level 3 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland (in which case GCSE's are at levels 1 and 2 and A Levels are at level 3).

This award has been designed by Stonebridge Associated Colleges to meet specific learners' or employers' requirements. Accreditation by NCFE is a guarantee of quality. It means that this learning programme has been scrutinised and approved by an independent panel of experienced educational professionals and is quality audited biannually by NCFE.

In order to offer our students the most convenient and flexible distance learning courses, Stonebridge Associated College offers you the option to study for your course via two methods:

• 1. Via the traditional paper-based method.
• 2. Through the online method via ElearnUK.

When you study through ElearnUK you can quickly access your course material online and submit all of your question papers to your tutor online, using your unique student account. You have access to all of your course material immediately, and when you submit question papers, your tutor sends you an email containing your results and feedback.

At the end of the course you will receive an award issued by Stonebridge Associated College, and also gain full awarding body accreditation for the course.

With this course you will have unlimited access to your own personal tutor who specialises in their field of study. It is your personal tutor's role to ensure that you receive constructive feedback and to deal with any queries you may have. You are more than welcome to telephone, fax or email your personal tutor.

You will also have access to a dedicated and friendly team of administrators and course advisors who offer sound and professional guidance and advice when you need it. This ensures that you will never feel neglected and that you will always succeed!

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.

The approximate amount of time required to complete the course is: 100 hrs.

Assessment Method

After each lesson there will be a question paper, which needs to be completed and submitted to your personal tutor for marking. This method of continual assessment ensures that your personal tutor can consistently monitor your progress and provide you with assistance throughout the duration of the course.

What's Included

• All study materials
• Study Guide
• Full Tutor and Admin support
• The course fee includes the awarding body registration and certification fee (valued at up to £30.00).

What is NCFE

NCFE is the UK's longest established awarding body, recognised as a highly professional and responsive organisation, committed to maintaining excellent customer service and a friendly approach.

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.

Accreditation by NCFE is a guarantee of quality. It means that the college has been inspected and approved by an independent and experienced education professional and is quality audited biannually by NCFE. The centre delivering the programmes has been licensed by NCFE on the basis of its own quality systems. At the end of an accredited course, successful learners will also receive an NCFE Award certificate of achievement.

For more information on this award, click here

Below you will find a list of courses that previous students have taken to complement their course. We hope that this list will give you some idea of the types of progression courses we offer, or alternative course options that may be of interest to you.

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