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Program in Office Administration


  • Duration: five days

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


The aim of this five-day Programme is to provide office support staff and those working in a secretarial environment a once-off training intervention covering 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, is aimed to assist 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.

Programme Content:

Effective business communication

  • Understanding the organisational communication system.
  • Understanding reporting levels and lines of authority.
  • Improving verbal communication.
  • Applying the principles of active listening.
  • Understanding 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

  • Exploring the guidelines on how to make a professional impact.
  • Understanding the elements of personal image.
  • Applying business etiquette guidelines.
  • Understanding business ethics.

Telephone skills and etiquette

  • Creating an awareness of how telephone skills contribute to a positive corporate image.
  • Applying 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

  • Understanding your dynamic and important role in the organisation.
  • Analysing how first impressions count and why it is lasting.
  • Analysing why organisational knowledge is a tool towards efficiency and effectiveness.
  • Receiving and directing visitors or customers.
  • Applying 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).
  • Understanding the importance of cultural diversity when dealing with visitors or customers and taking it into consideration.

Time and work-flow management

  • Understanding that 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.
  • Applying the principles of workflow management.
  • Scheduling work and effectively using time management tools.

Records management: Plan, implement and maintain a filing system

  • Understanding the records cycle.
  • Integrating paper-based and computer-based filing.
  • Distinguishing between records and non-records.
  • Analysing the requirements of a good filing system.
  • Applying the rules of filing classification systems.
  • Analysing when to use the most appropriate filing equipment, file folders and supplies.
  • Controlling access to files.
  • Applying the guidelines of retention and disposal according to organisational standard operating procedures.

Event and meeting coordination

  • Understanding the event sector and different types of events.
  • Analysing the role of the event planner.
  • Applying the W-Rules as critical success factors in event planning.
  • Planning the event in accordance with the event budget.
  • Understanding the various project areas.
  • Compiling the event budget.
  • Managing a successful event.
  • Evaluating the success of the event (post mortem).

Making travel and accommodation arrangements

  • Analysing available sources when making travel and accommodation arrangements.
  • Preliminary actions before making reservations.
  • Making reservations.
  • Understanding the A – Z guidelines when making international arrangements and bookings.
  • Preparing the itinerary.
  • Finalising expense reports.


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 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.

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