Services SETA Accreditation Status: Full Accreditation
This Programme is aligned to the following Unit Standards:
- Behave in a professional manner in a business environment: US ID: 14359
- Receive and execute instructions: US ID: 14349
- Process incoming and outgoing telephone calls: US ID: 14348
- Manage time and work processes within a business environment: US ID: 14342
- Plan, monitor and control an information system: US ID: 13933
- Co-ordinate meetings, minor events and travel arrangements: US ID: 13929
NQF Level 2 Credits 20
Duration of training: 5 Days
(For on-site/in-house training can be structured according to organisational needs)
WHO SHOULD ATTEND?
This five-day programme is suitable for office professionals including Secretaries, Personal Assistants, Secretarial Support Staff, Clerical Staff and Administrative Staff
OUTLINE OF TRAINING CONTENT
The aim of this five-day Programme is to provide office professionals a once-off training intervention where they can obtain the foundational skills to cope with the requirements of the office environment. The combination of skills they will acquire, both from theory and thereafter applying the knowledge in the work environment for assessment purposes, is aimed to assist them to confidently manage their work environment, perform the basic administrative functions, conduct themselves in a professional manner and communicate assertively with internal and external customers.
Effective business communication
- Organisational communication system
- Reporting levels and lines of authority
- Verbal communication
- Active listening
- Body language
Managing instructions
- The process of receiving and executing instructions
- The delegation process and how to manage tasks delegated to you
- Recording tasks delegated to others and administer follow-up actions
- Working towards the manager′s expectations
Professionalism
- How to make a professional impact
- Elements of personal image
- Business etiquette
- Business ethics
Telephone skills and etiquette
- The telephone and corporate image
- Telephone etiquette guidelines
- Telephone communication, speech and voice
- Answering the telephone in a professional manner
- Screening calls and managing callers on hold
- Processing outgoing calls
- Telephone time management
- Managing cellular phone calls and cell phone etiquette
Reception skills
- Your role in the organisation
- First impressions count
- Organisational knowledge and presence
- Receiving and directing visitors or customers
- Building rapport
- Handling visitors or customer with or without appointments
- The moment of truth and cultural considerations
Time and workflow management
- Understanding that time is a critical resource
- The importance of planning
- Setting goals and objectives
- Setting deadlines and working according to priorities
- Organising to meet objectives within a given timeframe
- The principles of workflow management
- Managing projects
- Time management tools and scheduling
Records management: Plan, implement and maintain a filing system
- Understanding the records cycle
- Paper-based and computer-based filing
- Records and non-records
- The requirements of a good filing system
- Filing classification systems
- Filing equipment, file folders and supplies
- Controlling access to files
- Retention and disposal
Event and meeting coordination
- Understanding the event sector and different types of events
- The role of the event planner
- Critical success factors: The W-Rules
- Planning the event
- Understanding the various project areas
- The event budget
- Event evaluation
Making travel and accommodation arrangements
- Sources to use when making travel and accommodation arrangements
- Preliminary actions before making reservations
- Making reservations
- International travel
- Preparing the itinerary
- Finalising expense reports
ASSESSMENT OF LEARNERS
Learners who attend this Programme will receive a “Certificate of Attendance” directly after the training. In addition to attending this Programme, learners can apply to be assessed at an additional cost. Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 20 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standards. Learners accessing these Unit Standards will have demonstrated competence in numeracy and literacy at NQF Level 2.
