Executive Office Skills

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.
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


• Shortlistin
  Guide Price: 285