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Program in Office Administration

  • Duration: 4 Days

Services SETA Accreditation Status: Full Accreditation

This learning program is aligned to the following Unit Standards:

  • Behave in a professional manner in a business environment: Unit Standard ID: 14359
  • Receive and execute instructions: Unit Standard ID: 14349
  • Process incoming and outgoing telephone calls: Unit Standard ID: 14348
  • Manage time and work processes within a business environment: Unit Standard ID: 14342

NQF Level 2 Credits 14

Learning Program Overview

The combination of skills office professionals will acquire by attending this learning program, are aimed at assisting them to confidently manage their work environment, perform the basic administrative functions, conduct themselves in a professional manner and communicate effectively with internal and external customers.

This four-day program provides office support staff and those working in a secretarial environment a once-off training intervention covering the foundational skills to manage the requirements of the office environment.

Learning Outcomes

Effective business communication

  • The organisational communication system.
  • Reporting levels and lines of authority.
  • Verbal communication.
  • The principles of active listening.
  • Body language gestures.

Managing instructions

  • Receiving and executing instructions - the process.
  • Managing and executing delegated tasks and understanding the delegation process.
  • Recording tasks delegated to others and administer follow-up actions.
  • Working towards the manager’s expectations.

Professionalism and image building

  • Guidelines on how to make a professional impact.
  • The elements of personal image.
  • Business etiquette guidelines.
  • Business ethics.

Telephone skills and etiquette

  • How telephone skills contribute to a positive corporate image.
  • Telephone etiquette guidelines.
  • Practising telephone communication, speech and voice (practical exercise: video recordings).
  • Answering the telephone in a professional manner.
  • Screening calls and managing callers on hold.
  • Processing outgoing calls.
  • Applying time management principles when using the telephone.
  • Managing cell phone calls and cell phone etiquette.

Reception skills

  • How first impressions count and why it is lasting.
  • Why organisational knowledge is a tool towards efficiency and effectiveness.
  • Receiving and directing visitors or customers.
  • The guidelines of building rapport.
  • Handling visitors or customer with or without appointments.
  • Practising the moment of truth when dealing with a visitor or customer (practical exercise: video recordings).
  • The importance of cultural diversity when dealing with visitors or customers and taking it into consideration.

Time and work-flow management

  • Time is a critical resource.
  • Planning work and how it saves time.
  • Setting goals and objectives.
  • Setting deadlines and working according to priorities.
  • Organising to meet objectives within a given timeframe.
  • The principles of workflow management.
  • Scheduling work and effectively using time management tools.


Learners who attend this training, will receive a “Certificate of Attendance” directly after the training. Additionally, learners can also be enrolled to participate in the assessment process at an additional fee. Assessment entails the completion of a Portfolio of Evidence (PoE) and if being assessed as competent, the learner will be awarded 14 credits on NQF Level 2. In this case, a “Certificate of Competence”, endorsed by Services SETA, will be issued representing the credit value 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.

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