Work Area 2.1 Office Procedures

2.1.1 Handle the mail

LO001: Be able to describe the procedure through which the organisation handles incoming and outgoing mail.

LO002: Be able to arrange incoming mail appropriately.

LO003: Be able to collect, arrange and dispatch outgoing mail accurately.

2.1.2 Handle the stock

LO004: Be able to explain and describe the stock control procedures that apply in the office in order for the office to run smoothly.

LO005: Be able to maintain the right level of stock needed to run the office smoothly using specific procedures and tools.

Work Area 2.2 Office Equipment and Technology

2.2.1 Use of office equipment to carry out simplw tasks including simple troubleshooting

LO006: Be able to identify the use of office equipment and services to meet different business requirements and use this equipment, carry out simple trouble shooting in accordance with health and safety legislation and regulations.

Work Area 2.3 Communication, Telephone Handling, Social and Relationships

2.3.1 Use of business communication skills clearly and effectively

LO007: Be able to recall the main principles of effective verbal and non-verbal communication and demonstrate competence in applying these principles in a clear and effective way. Be able to perform PR activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

2.3.2 Use telephone techniques effectively

LO008: Be able to recall the main principles of effective telephone communication and demonstrate competence in applying these principles in a clear and effective way. Be able to perform Public Relations activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

2.3.3 Understand social skills

LO009: Be able to understand the organisation’s Codes of Conduct within the social, economic and cultural context.

2.3.4 Recall and apply key principles of good relationships in a clear and effective way

LO010: Be able to recall the key principles of data protection, security and confidentiality within the workplace and apply these principles effectively and efficiently.

LO011: Be able to recall the key principles of good relationships with customers and other external stakeholders, demonstrate competence in applying these principles in a clear and effective way. Be able to perform Public Relations activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

LO012: Be able to recall the key principles of good working relationships within the organisation and demonstrate competence in applying these principles in a clear and effective way within the organisation. Be able to perform Public Relations activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

Work Area 2.4 Written Communication

2.4.1 Use written communication skills to produce a variety of business documents

LO013: Be able to recall the main principles of effective forms of written communication and demonstrate competence in applying these principles in a clear and effective way.

LO014: Be able to produce a variety of routine business documents (based on predefined templates).

LO015: Be able to communicate in writing at a level that is appropriate for business (use business terms, avoid jargon etc.).

Work Area 2.5 Filing System Documentation and Databases

2.5.1 Use filing skills to maintain an established system

LO016: Be able to maintain established manual and electronic filing systems.

2.5.2 Interpret routine business documents

LO017: Be able to prepare, interpret and check entries of business documents.

2.5.3 Use basic database skills to enter information in a database

LO018: Be able to enter accurate and relevant data in an existing database system.

Work Area 2.6 Accounting and financial issues

2.6.1 Perform simple accounting/financial transactions

LO019: Be able to use Business Transaction and Payment procedures.

LO020: Be able to make payments to suppliers and receive payments from customers in conformity with organisational procedures.

Work Area 2.7 Business Travel, Diary Systems, Meeting Organisation and Event Management

2.7.1 Recommend business travel and accommodation arrangements and prepare relevant documentation

LO021: Be able to recommend business travel and accommodation arrangements in accordance with a deadline and in line with budget requirements.

LO022:  Be able to produce and collate travel documentation within an appropriate timescale.

LO023: Know the importance of checking travel plans immediately prior to the journey and carry out the process in a clear and effective way.

2.7.2 Prepare for a routine meeting (including meeting documentation)

LO024: Be able to prepare for a routine meeting by drawing up a simple checklist, liaising with the Chair of the meeting, and produce the relevant documents required.

LO025: Be able to produce all post-meeting documentation after a routine meeting and explain the organisation and support provided for meetings.

2.7.3 Use diary systems for routine business purposes

LO026: Be able to operate an electronic diary for routine business purposes to meet the needs of workgroups and customers.

LO027: Be able to compare and contrast paper and electronic diary systems and report on findings to line manager.

LO028: Use diary systems to handle requests from others for new or modified diary entries in order to provide effective business support.

LO029: Be able to make accurate diary entries and maintain an up-to-date system.

Work Area 2.8 Visitors/Customer Service

2.8.1 Be able to handle visitors and customers with professionalism

LO030: Be able to welcome visitors and customers in a professional manner, identify the purpose of their visit and make them feel welcome during their period of waiting.

LO031: Be able to use appropriate tone and body language when dealing with visitors and customers.

LO032: Demonstrate a basic understanding of customer care principles and be able to apply these in an effective way, including the ability to solve routine problems using simple rules to the satisfaction of visitors and customers.

Work Area 2.9 ICT Skills 

2.9.1 Using word processing software to produce simple routine documents 

LO033: Demonstrate ability to use word processing software safely and securely to produce simple documents that meet the requirements of the office.

2.9.2 Using Spreadsheets to produce simple routine sheets

LO034: Use a spreadsheet safely and securely to enter, edit and organise numerical and other data. Select and use appropriate formulas and data analysis tools and techniques to meet the routine requirements of the office. Use tools and techniques to present, format and publish spreadsheet information.

2.9.3 Using Presentation Software to produce simple routine presentations

LO035: Demonstrate ability to use presentation software safely and securely to produce simple electronic presentations that meet the requirements of the office and evaluate the outcomes.

2.9.4 Using the Internet to carry out simple tasks

LO036: Demonstrate ability to connect to internet sites safely and securely using browser software and search tools including identification of relevant business sites and communicating information online as required by the office.

2.9.5 Using email to carry out simple tasks

LO037: Demonstrate ability to use email software tools and techniques to compose and send messages; manage incoming email efficiently, safely and securely to meet the requirements of the office.

Training Material ID : 1

Unit code and Name : 2.1.1 Handle the Mail

Learning outcomes  Numbers : LO001, LO002 and LO003

Duration (hours) : 4 hours

Prerequisites : No prerequisites 

Aims and Objectives in terms of Learning Outcomes :                                                                                                                                        

LO001: Be able to describe the procedure through which the organisation handles incoming and outgoing mail.

LO002: Be able to arrange incoming mail appropriately.

LO003: Be able to collect, arrange and dispatch outgoing mail accurately.

 Outline   

•   The term  'mail'
•   Importance of handling mail
•   Mail handling policies
  •   What is a policy? What does it include?
  •   Scenarios of ineffective handling of mail and consequences
  •   Incoming mail policies
  •   Outgoing mail policies
•   Addressing for success
•   Hazardous and illegal items
•   Different types of mail services

Methodology:              

• Lecture, Group discussion
• Methodological tools : Case study, Simulation               

Methodological tools:

• EUPA_LO_001_M_001 : Identify the company policy
• EUPA_LO_002_M_002 : Handling incoming mail
• EUPA_LO_003_M_003 : Handling outgoing mail
• EUPA_LO_003_M_004 : Handling international mail

Training Material ID : 2

Unit code and Name: 2.1.2 Handle the Stock

 Learning outcomes  Numbers : LO004 and LO005

Duration (hours) : 3 hours

Prerequisites: No prerequisites

Aims and Objectives in terms of Learning Outcomes :    

LO004: Be able to explain and describe the stock control procedures that apply in the office in order for the office to run smoothly.

LO005: Be able to maintain the right level of stock needed to run the office smoothly using specific procedures and tools.

Outline      

• Effective handling of stock
• Common office supplies
• Keeping little or no stock vs. keeping lots of stock
  • Advantages and disadvantages
• The importance of procedures
• Stock control methods
• Stock control systems
• Control your stock - possibilities for PAs
• Stock security
• Written exercise: Identify the order level
• Important activities for handling stock
• Verbal exercise: Steps for ordering stock           

Methodology:     

• Lectrure, Group discussion, Written exercise 
• Methodological tools: Simulation, Reflective Discussion

Methodological tools: 

• EUPA_LO_004_M_005 : Ordering office supplies
• EUPA_LO_005_M_006 : Monitoring stock level

Training Material ID : 3

Unit code and Name : 2.2.1 Use of office equipment to carry out simple tasks including simple troubleshooting

Learning outcomes  Numbers : LO006

Duration (hours) : 1 hour

Prerequisites : No prerequisites

Aims and Objectives in terms of Learning Outcomes :    

LO006: Be able to identify the use of office equipment and services to meet different business requirements and use this equipment, carry out simple trouble shooting in accordance with health and safety legislation and regulations.

Outline    

• Different office equipment and their use
• Multipurpose machines
• Correct use of equipment, maintenance and troubleshooting
  • Verbal exercise: Using equipment correctly
  • Verbal exercise: Alternative strategies for troubleshooting

Methodology:   

• Lecture, Group discussion, Verbal exercise
• Methodological tools : Simulation, Exercise using ICT

Methodological tools: 

• EUPA_LO_006_M_007 : Use of office equipment

 Training Material ID : 4

Unit code and Name : 2.3.1 Use of business communication skills clearly and effectively

Learning outcomes  Numbers : LO007

Duration (hours) : 4 hours

Prerequisites: No prerequisites

Aims and Objectives in terms of Learning Outcomes: 

LO007:Be able to recall the main principles of effective verbal and non-verbal communication and demonstrate competence in applying these principles in a clear and effective way. Be able to perform PR activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

Outline 

• Video and analysis: Hello Mr. President
• Types of business communication
  • verbal and non verbal communication
  • written communication
• Verbal communication
  • Advantages
  • Disadvantages
• Internal and external communication
• How information is transmitted
• The vouice
• Body language
  • innate or acquired
  • gestures, face expressions and eye contact
  • distances and meanings
  • tables and positions
• Interpersonal communication
  • active listening
  • interest and respect
  • the importance of a speaker’s posture and body language      

 Methodology:   

•  Lecture, Group discussion
•  Methodological tools :  Video Analysis, Group exercise with cards,Role play

Methodological tools:

• EUPA_LO_007_M_008 : Video- “ Hello Mr. President”
• EUPA_LO_007_M_009 : MOOZ
• EUPA_LO_007_M_010 : Listeners and Non-Listeners

 Training Material ID : 5

Unit code and Name : 2.3.2 Use telephone techniques effectively

Learning outcomes  Numbers : LO008

Duration (hours) : 4 hours

Prerequisites: No prerequisites

Aims and Objectives in terms of Learning Outcomes : 

LO008 : Be able to recall the main principles of effective telephone communication and demonstrate competence in applying these principles in a clear and effective way. Be able to perform Public Relations activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

Outline 

• Different types of communication
• The importance of telephone communication
  • Advantages and disadvantages of telephone communication
•  Telephone in business communication
  • Identify the reasons you speak on the phone
  • Effectiveness during a phone call (group exercise)
  • A ‘wrong’ conversation
  • Telephone communication in the workplace
• The structure of a telephone call
• Introduction
  • Incoming and outgoing calls
• Main body of the telephone call
  • Internal and external communication
  • How we receive information 
  • Our voice
    • The tone of our voice
    • Characteristics of our voice
    • Use your voice in order to exceed customer expectations  
  • Body language
    • Non-verbal communication
    • Body language and telephone communication  
  • Words and expressions
    • Using magic words
    • Strategic vocabulary
    • Words to avoid
    • Negative and positive expressions
    • Improve your vocabulary
    • Active listening
    • Game
    • Tips for active listening
    • Disadvantages from not being an active listener 
• Completing a phone call
• Good practices
• Voice mails
• Role Plays

Methodology:

•  Lecture, Group discussion, Role plays
•  Methodological tools : Group exercises with cards

Methodological tools:

• EUPA_LO_008_M_011 : Hold the line please

Training Material ID : 6

Unit code and Name : 2.3.3 Understand social skills 

Learning outcomes  Numbers : LO009

Duration (hours) : 2 hours

Prerequisites: No prerequisites

Aims and Objectives in terms of Learning Outcomes: 

LO009 : Be able to understand the organisation’s Codes of Conduct within the social, economic and cultural context.

 Outline 

• Code of conduct
• First impression
  • Successful personal image
  • Professional dress code
  • Types of dress code
• Eight steps to improve your social skills
  • Listen
  • Be interested in the other person
  • Do not let  criticism affect you
  • Do not babble
  • Treat others as you would like them to treat you
  • Keep a positive attitude
  • Use silence
  • Communicate with more than your words

Methodology:

•  Lecture, Group discussion, Role plays
•  Methodological tools: Creative group work

Methodological tools:  

• EUPA_LO_009_M_012: Creative social skills

Training Material ID : 7

Unit code and Name: 2.3.4 Recall and apply key principles of good relationships in a clear and effective way

Learning outcomes  Numbers : LO010, LO011 and LO012

Duration (hours) : 3 hours

Prerequisites: No prerequisites

Aims and Objectives in terms of Learning Outcomes: 

LO010: Be able to recall the key principles of data protection, security and confidentiality within the workplace and apply these principles effectively and efficiently.

LO011:  Be able to recall the key principles of good relationships with customers and other external stakeholders, demonstrate competence in applying these principles in a clear and effective way. Be able to perform Public Relations activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

LO012:  Be able to recall the key principles of good working relationships within the organisation and demonstrate competence in applying these principles in a clear and effective way within the organisation. Be able to perform Public Relations activities to improve workplace relations, for example acknowledging birthdays, name days and other special occasions.

Outline   

• Confidentiality in the workplace
  • Definition
  • Case study: How would you deal with the situation
  • Video Analysis
• Confidentiality in the work place
  • Importance
  • The role of personal assistants
• Positive organisational behaviour at work
  • Name days, birthdays and special dates
  • Role play: Resolve the misunderstanding
  • Written apology
    • All communication methods are possible
• Internal and external stakeholders
  • Importnant stakeholders
  • Relationships with customers and other internal stakeholders
  • Maintenance of relationships with key stakeholders
  • Personal assessment
  • Group exercise: Poster creation

Methodology:

• Lecture, Group discussion
• Methodological tools : Simulation, Case study

Methodological tools: 

• EUPA_LO_010_M_013 : Shield and protection
• EUPA_LO_011_M_014 : Identify different types of stakeholders. Maintain good relationships with different types of stakeholders.
• EUPA_LO_012_M_015 : Positive Organisational Behaviour

Training Material ID : 8

Unit code and Name: 2.4.1 Use written communication skills to produce a variety of business documents

Learning outcomes  Numbers : LO013, LO014 and LO015

Duration (hours)  : 8 hours

Prerequisites : No prerequisites

Aims and Objectives in terms of Learning Outcomes :                    

LO013: Be able to recall the main principles of effective forms of written communication and demonstrate competence in applying these principles in a clear and effective way.

LO014: Be able to produce a variety of routine business documents (based on predefined templates).

LO015: Be able to communicate in writing at a level that is appropriate for business (use business terms, avoid jargon etc.).

Outline   

• Different types of document
  • Minutes
  • Notes
  • SMS
  • Letters
  • Fax
  • Memo
  • Reports
• Basic pronciples of written communication
  • Easy to read
  • Visually appealing
  • Knowledge of the subject
  • Respect for the reader
  • Different techniques for different typres of information
  • Appropriate tone
  • Appropriate words
• Business writing tips
• Structure of a document
  • Introduction
  • Main body/subject
  • Epilogue/Conclusions
• A well-written document
• The use of document templates
  • Apology letter template
  • Newsletter template
  • Project report template
  • Business letter template
• Key points for writing a well-structured business letter
  • Organization name and address
  • Date of issue
  • Introduction
  • Subject of the letter
  • Main part
  • Signature
• Business letters
  • Tips for business letters
  • Examples
• Examples of documents
  • Fax - Writing a fax letter
  • Memo - Writting a memo document
  • Email - Writing an email
• Template for a new company policy
• Written exercise

Methodology:

• Lecture, Group discussion
• Methodological tools : Competition, Simulation

Methodological tools: 

• EUPA_LO_013_M_016 : Creative demonstration of your writing skills
• EUPA_ LO_014_M_017 : Making an order
• EUPA_ LO_015_M_018 : Writing appropriately

Training Material ID : 9

Unit code and Name : 2.5.1 Use filing skills to maintain an established system

Learning outcomes Numbers : LO016

Duration (hours) : 3 hours

Prerequisites : No prerequisites 
 

Aims and Objectives in terms of Learning Outcomes :   

LO016: Be able to maintain established manual and electronic filing systems.

Outline  

• Filing systems
  • Defined
  • Complexity
  • Terminology
• Types of documents/ records
• Filing systems today
• The philosophy of a filing system
  • Naming electronic documents
  • Grouping documents
  • Sorting documents
• File code
• File index
• Electronic filing
• Responsibility for filing systems
• Physical location of files and documents
• Example of a filing system
• Some good practices
• Exercise  

Methodology:

• Lecture, Group discussiton
• Methodological tools : Written exercise

Methodological tools: 

• EUPA_LO_016_M_019:  Practice filling systems  

Training Material ID : 10

Unit code and Name : 2.5.2 Interpret routine business documents

Learning outcomes Numbers : LO017 

Duration (hours) : 1 hours

Prerequisites :  No prerequisites

Aims and Objectives in terms of Learning Outcomes:

LO017: Be able to prepare, interpret and check entries of business documents. 

Outline  

• ISO, control factors and business documents
• Key points to check on a document
• Some documents
  • Email
  • Receipt
  • Credit note
  • Order form
  • Invoice
  • Way bill
  • CV
  • Request for leave form
  • Payslip
  • Certificate
• Written exercise

Methodology:

• Lecture, Group discussion
• Methodological tools : Written exercise

Methodological tools: 

• EUPA_LO_017_M_020: Identify mistakes in business documents

Training Material ID : 11

Unit code and Name : 2.5.3 Use basic database skills to enter information in a database

Learning outcomes Numbers : LO018

Duration (hours) : 1 hour

Prerequisites :  No prerequisites

Aims and Objectives in terms of Learning Outcomes :  

LO018:  Be able to enter accurate and relevant data in an existing database system.

Outline

• Database
  • Definition
  • Information in a database (fields)
• Electronic and manual databases
  • Different forms of electronic database
• Activities you can perform through a database
• Important skills needed

Methodology:

• Lecture, Group discussion
• Methodological tools: Written exercise

Methodological tools: 

EUPA_LO_018_M_021: Create a simple travel agent's database

Training Material ID : 12

Unit code and Name : 2.6.1 Perform simple accounting/ financial transactions 

Learning outcomes Numbers : LO019 and LO020

Duration (hours) : 3 hours

Prerequisites :  No prerequisites

Aims and Objectives in terms of Learning Outcomes :  

LO019: Be able to use Business Transaction and Payment procedures.

LO020: Be able to make payments to suppliers and receive payments from customers in conformity with organisational procedures.

Outline

• Business transaction
  • Definition
  • Management
  • Examples
• Documents related to financial transactions
  • A receipt
  • Bank deposit
  • A way bill
  • A pay slip
• Double check
  • Invoice
  • Receipt
• Payments- Key Issues
• E-payment/ e-banking
• Invoice :A perfect example of business transaction
  • Necessary information and issues to double check
• Exercise

Methodology:

• Lecture, Group discussion
• Methodology tools: Written exercise, Creative group work

Methodological tools:

• EUPA_LO_019_M_022: Receipts
• EUPA_LO_020_M_023: Payments through the development of posters

Training Material ID : 13

Unit code and Name : 2.7.1 Recommend business travel and accommodation arrangements and prepare relevant documentation

Learning outcomes Numbers : LO021,LO022 and LO023

Duration (hours) : 4 hours 

Prerequisites :  No prerequisites 

Aims and Objectives in terms of Learning Outcomes :  

LO021: Be able to recommend business travel and accommodation arrangements in accordance with a deadline and in line with budget requirements. 

LO022: Be able to produce and collate travel documentation within an appropriate timescale.

LO023: Know the importance of checking travel plans immediately prior to the journey and carry out the process in a clear and effective way.

Outline 

• Business travel
  • Why it is important
  • The role of a personal assistant
  • The basics when booking a trip
• Ways of travelling
• Reasons for travelling
• Before the trip
  • Identify sources of information
  • Transportation
    • Factors affecting decision
  • Accommodation
    • Factors affecting decision
  • Documentation
• Recommend business travel and accommodation
  • Scenario and analysis
• Trip itinerary
  • Definition
  • Example
• Use checklists to help you with the organization of trips
• The payments during a business trip
• Case study: Describe your actions for organising accommodation and daily plan

 Methodology:

• Lecture, Group discussion
• Methodological  tools: Simulation

Methodological tools:

• EUPA_LO_021_M_024: Organise my trip to London
• EUPA_LO_022_M_025: Prepare the itinerary
• EUPA_LO_023_M_026: Eliminate the risks involved in travelling 

Training Material ID : 14

Unit code and Name : 2.7.2 Prepare for a routine meeting (including meeting documentation)

Learning outcomes Numbers : LO024 and LO025

Duration (hours) : 4 hours 

Prerequisites :  No prerequisites 

Aims and Objectives in terms of Learning Outcomes :  

LO024: Be able to prepare for a routine meeting by drawing up a simple checklist, liaising with the Chair of the meeting, and produce the relevant documents required. 

LO025: Be able to produce all post-meeting documentation after a routine meeting and explain the organisation and support provided for meetings.

Outline

• The nature of the meetings
• Professional meetings
  • Location
    • Virtual meetings
      • Types
      • Disadvantages
    • Physical meetings
      • Advantages
      • Disadvantages
  • Types of meetings in terms of attendance
  • The preparation of the meeting
    • Organizing a meeting
    • The three phases of a meeting
      • 1st phase of the meeting – Preparation
        • In depth understanding of the meeting
          • Three key issues
        • Meeting checklist
          • Advantages
          • General details
          • Related to the meeting
          • Related to participants
          • After the end of the meeting
        • Scheduling of the meeting
          • Common problems
        • Venue selections
        • Before the meeting – equipment and other resources
        • Agenda
        • Budget
        • Points to make provisions for
      • 2nd phase of the meeting –Support during the meeting
        • Supporting the meeting
      • 3rd phase of the meeting – The post-meeting actions
        • A thank you letter
        • Learn from meeting evaluations
        • Meeting minutes

Methodology:

• Lecture, Group discussion
• Methodological tools: Simulation, Written exercise, Role play

Methodological tools:

• EUPA_LO_024_M_027: Develop your own simple checklist
• EUPA_LO_025_M_028 : Compose post meeting documentation