EXECUTIVE ASSISTANT ADMINISTRATION AND OFFICE MANAGEMENT COURSE PDF Print E-mail 
<strong><span style="font-family: 'Calibri','sans-serif'; color: white"><font size="2">COURSE OVERVIEW</font></span></strong>
<span style="font-family: 'Calibri','sans-serif'; font-size: 10pt"><font color="#000000"> </font></span>
<span style="font-family: 'Calibri','sans-serif'; font-size: 10pt"><font color="#000000">This Qualification is for any individual who is or wishes to be involved in the Administration function within any industry, or non-commercial venture/organization. </font></span>
<a name="OLE_LINK2" title="OLE_LINK2"></a><a name="OLE_LINK1" title="OLE_LINK1"></a><span><span style="font-family: 'Calibri','sans-serif'; font-size: 10pt"><font color="#000000">The Core Component of the Qualification offers the learner knowledge and skills in the Management of Records, Comprehension of written and verbal texts, Computer Literacy, Business Writing, Problem Solving, Ethics, Cultural Awareness, Self Management and Self Development, Project Teamwork and Business Policies and Procedures, Microsoft Office and Career Advancement. The Qualification through its Elective Component enables the learner to specialize in areas of Administration such as Executive Administration, Financial Literacy, Relationship Management, Legal Knowledge, Communication, Project Administration and Support, Call Centre Administration and Human Resources. Learners working towards this Qualification will find that the acquisition of competence in the Unit Standards, which make up the Qualification, will add value to their jobs. This Qualification is intended to enhance the provision of service within the field of Administration within all business and non-commercial sectors. The Qualification ensures progression of learning, enabling the learner to meet standards of service excellence required within the Administration field of learning, through building day-to-day Administration skills as well as general operational. <strong>Based on SAQA’s Unit ID: </strong></font></span></span><span><span><strong><span style="font-family: 'Calibri','sans-serif'; color: black; font-size: 9pt">61595, NQF Level 4, 140 Credits</span></strong></span></span>
<strong><span style="font-family: 'Calibri','sans-serif'; color: white"><font size="2">DURATION</font></span></strong>
<span style="font-family: 'Calibri','sans-serif'"><font color="#000000"><font size="2"> </font></font></span>
<span style="font-family: 'Calibri','sans-serif'"><font color="#000000"><font size="2">Designed for completion within 12 - 18 Weeks.<span>  </span>Self-study distance learning course.<span>  </span>Assignments and Examination for completion.</font></font></span>
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<strong><span style="font-family: 'Calibri','sans-serif'; color: white"><font size="2">LEARNING CONTENT</font></span></strong>
<strong><span style="color: black; font-size: 10pt"><span><font face="Calibri"> </font></span></span></strong>
<strong><span style="color: black; font-size: 10pt"><span><font face="Calibri">1.</font><span style="font: 7pt 'Times New Roman'">       </span></span></span></strong><strong><span style="color: black; font-size: 10pt"><font face="Calibri">GENERAL OFFICE PROCEDURES</font></span></strong>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">a)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Overview for the new administrative assistant </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">b)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Daily Routine </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">c)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Telephone Usage </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">d)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Mail Services and Shipping </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">e)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Travel Arrangements </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">f)</font><span style="font: 7pt 'Times New Roman'">        </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Meetings </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">g)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Time Management </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">h)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Keeping Accurate Records </span></font>
<span style="font-family: 'Calibri','sans-serif'; color: black"><font size="2"> </font></span><strong><span style="color: black; font-size: 10pt"><span><font face="Calibri">2.</font><span style="font: 7pt 'Times New Roman'">       </span></span></span></strong><strong><span style="color: black; font-size: 10pt"><font face="Calibri">OFFICE EQUIPMENT AND COMPUTERS</font></span></strong>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">a)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Office Equipment </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">b)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft Windows </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">c)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Apple Macintosh </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">d)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Email </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">e)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using the Internet </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">f)</font><span style="font: 7pt 'Times New Roman'">        </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Computer Networking </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">g)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Web Conferencing </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">h)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Data Security </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">i)</font><span style="font: 7pt 'Times New Roman'">         </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Troubleshooting Computer Problems </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">j)</font><span style="font: 7pt 'Times New Roman'">         </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Office Ergonomics </span></font>
<strong><span style="color: black; font-size: 10pt"><span><font face="Calibri">3.</font><span style="font: 7pt 'Times New Roman'">       </span></span></span></strong><strong><span style="color: black; font-size: 10pt"><font face="Calibri">USING MICROSOFT OFFICE</font></span></strong>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">a)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Common Microsoft Office 2010 Features </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">b)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft Word </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">c)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft PowerPoint </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">d)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft Excel </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">e)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft Publisher </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">f)</font><span style="font: 7pt 'Times New Roman'">        </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft OneNote </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">g)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft Outlook </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">h)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Using Microsoft Web Applications </span></font><span style="font-family: 'Calibri','sans-serif'; color: black"><font size="2"> </font></span>
<strong><span style="color: black; font-size: 10pt"><span><font face="Calibri">4.</font><span style="font: 7pt 'Times New Roman'">       </span></span></span></strong><strong><span style="color: black; font-size: 10pt"><font face="Calibri">BUSINESS DOCUMENTS</font></span></strong>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">a)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">The Business Letter </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">b)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Other Written Communications </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">c)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Forms of Address </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">d)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Legal Documents and Terms </span></font><span style="font-family: 'Calibri','sans-serif'; color: black"><font size="2"> </font></span>
<strong><span style="color: black; font-size: 10pt"><span><font face="Calibri">5.</font><span style="font: 7pt 'Times New Roman'">       </span></span></span></strong><strong><span style="color: black; font-size: 10pt"><font face="Calibri">LANGUAGE USAGE</font></span></strong>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">a)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Grammar </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">b)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Language Usage and Style </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">c)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Common English Usage Problems </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">d)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Spelling </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">e)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Pronunciation </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">f)</font><span style="font: 7pt 'Times New Roman'">        </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Punctuation </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">g)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Numerals </span></font><span style="font-family: 'Calibri','sans-serif'; color: black"><font size="2"> </font></span>
<strong><span style="color: black; font-size: 10pt"><span><font face="Calibri">6.</font><span style="font: 7pt 'Times New Roman'">       </span></span></span></strong><strong><span style="color: black; font-size: 10pt"><font face="Calibri">CAREER ADVANCEMENT</font></span></strong>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">a)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Your Future </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">b)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Presentation Skills </span></font>
<span style="color: black; font-size: 10pt"><span><font face="Calibri">c)</font><span style="font: 7pt 'Times New Roman'">       </span></span></span><font face="Calibri"><span style="color: black; font-size: 10pt">Communications Skills </span></font><span style="font-family: 'Calibri','sans-serif'; color: #333300"><font size="2"> </font></span><span style="font-family: 'Calibri','sans-serif'"><font size="2" color="#000000"> </font></span>
<strong><span style="font-family: 'Calibri','sans-serif'; color: white"><font size="2">PRICE/COST OPTIONS</font></span></strong>
<font color="#000000"><font size="2"><strong><span style="font-family: 'Calibri','sans-serif'"> </span></strong></font></font>
<font color="#000000"><font size="2"><strong><span style="font-family: 'Calibri','sans-serif'">R2 690, 00</span></strong><span style="font-family: 'Calibri','sans-serif'"> per delegate.<span>  </span>Includes Comprehensive training material, Certificate, Examination and Shipping of material </span></font></font>
<font color="#000000"><font size="2"><span style="font-family: 'Calibri','sans-serif'">as well as a CD containing business templates, supplementary readers and Audio E-Books.</span></font></font>
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<font color="#000000"></font><font size="2"><strong><span style="font-family: 'Calibri','sans-serif'; color: #99cc00">WE ARE NOW GOING GREEN:</span></strong><span style="font-family: 'Calibri','sans-serif'"><font color="#000000"> This course is now available on CD for </font><strong><span style="font-family: 'Calibri','sans-serif'; color: #99cc00">R1 790, 00 </span></strong><font color="#000000">which means that you will receive all </font></span></font>
<font size="2"><span style="font-family: 'Calibri','sans-serif'"><font color="#000000">y</font></span></font><font size="2"><span style="font-family: 'Calibri','sans-serif'"><font color="#000000">our course content on CD and not as printed material.  Help us save the planet by choosing this option.  </font></span></font><span style="font-family: 'Calibri','sans-serif'"><font size="2" color="#000000"> </font></span>
<strong><span style="font-family: 'Calibri','sans-serif'; color: blue"><font size="2">Kindly note:<span>  </span>There are no payment terms.</font></span></strong><font size="2"><span style="font-family: 'Calibri','sans-serif'; color: blue">Training material is released within 5 – 7 working days after payment has </span></font>
<font size="2"><span style="font-family: 'Calibri','sans-serif'; color: blue">been received as the cost is inclusive of all your training material, supplementary readers, assignments as well as the </span></font>
<font size="2"><span style="font-family: 'Calibri','sans-serif'; color: blue">courier charges so we need to ensure that all costs are covered prior to the release of training material.</span></font>
<span style="font-family: 'Calibri','sans-serif'"><font size="2" color="#000000"> </font></span>
<strong><span style="font-family: 'Calibri','sans-serif'; color: white"><font size="2">ENROLMENT FOR THIS PROGRAMME</font></span></strong>
<span style="font-family: 'Calibri','sans-serif'"><font size="2" color="#000000"> </font></span>
<span style="font-family: 'Calibri','sans-serif'"><font size="2" color="#000000">To enrol your delegate for this course, kindly contact (012) 253 1888 or e-mail Julie at </font><a href="mailto:
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KINDLY NOTE THAT WE HAVE NO PAST OR CURRENT AFFILIATION OR ASSOCIATION WITH “ THE INDEPENDENT INSTITUTE OF EDUCATION” AND HAVE NO INTENTION OF AN ASSOCIATION WITH THEM IN THE FUTURE SO WE KINDLY REQUEST THAT NO ENQUIRIES ARE DIRECTED TO THEM.

					
		

				


		 

					

				
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RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME
 telephone skills course, telephone training, customer service training, telephone etiquette, receptionist training, front staff training, frontline training, receptionist course, receptionist 
COURSE OVERVIEW

» Based on SAQA's Unit Standard ID 15234 NQF Level 5, 4 Credits
First impressions last, and staff who work in any reception area are vital members of the corporate team. Their level of performance is invaluable to the overall success of an organisation. Covering all aspects of the role, from answering the telephone to dealing with visitors, this Receptionist Skills training course is suitable for anyone who works in a "front office" situation. A small investment in our one-day workshop “Receptionist and Frontline Training Programme” will deliver huge dividends in the form of a telephonist/receptionist that will do you proud in every dealing with your visitors, in person or by phone. 


OBJECTIVES

• Understand the importance, and use of, the telephone in delivering exceptional customer service 
• Understanding the role of the receptionist in the workplace 
• Implementing professional behaviour in the workplace according to dress code, voice projection, self image and posture
• Developing communication skills in writing, verbal and telephone 
• Developing better customer service in the receptionist environment 
• Maintain a clean and safe environment 
• Processing and receiving calls
• Know how to deal with challenging callers & visitors 
• Gain key skills in appropriate assertiveness 
• Become more efficient & effective when dealing with clients and the public 
• Manage your voice, deportment and demeanour for maximum advantage 
• Convey a professional image to the public, your co-workers and your manager

DURATION, DATE AND VENUE
The course will take place over 1 day - 09:00 to 16:00 as follows:
DATEVENUEREGION
8 May 2012Our Heritage Conference Centre, Isando (Kempton Park)Gauteng
15 May 2012School of Shipping Conference Centre, BellvilleCape Town
25 June 2012Bella Khaya Conference Centre - MidrandGauteng
26 July 2012Our Heritage Conference Centre, Isando (Kempton Park)Gauteng
23 August 2012School of Shipping Conference Centre, BellvilleCape Town
LEARNING CONTENT
  1. Communication Skills and How to Use Them
  2. Examining the importance of body language and telephone behaviour.
  3. The Importance of First Impressions
  4. Projecting a professional image.
  5. Preparation and organisation.
  6. Using your voice.
  7. How to remain calm and composed under pressure.
  8. Customer Relations
  9. What influences customer choice.
  10. Understanding customer needs and attitudes.
  11. Dealing with awkward customers on the telephone and face-to-face.
  12. Telephone Techniques
  13. Dealing with incoming calls.
  14. How to sound confident, interested and helpful.
  15. Outgoing calls.
  16. How to deal with telephone calls and visitors simultaneously.
  17. Complaint Handling
  18. Establishing source of complaint.
  19. Remaining polite and helpful.
  20. Turning negatives into positives.
  21. Developing a Personal Commitment to Quality Service
  22. Helping customers to make the right choice.
  23. Discretion and tactfulness.

PRICE/COST OPTIONS
R1 290, 00 per delegate - Includes comprehensive training material, supplementary readers, certificate of completion, refreshments, lunch & snacks and parking vouchers.
 
ENROLMENT FOR THIS PROGRAMME
To enrol for this course, kindly contact our office at (012) 253 1888 or email 
 This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 
 
  skills course, telephone training, customer service training, telephone etiquette, receptionist training, front staff training frontline training, receptionist course, receptionist workshop
 
 
KINDLY NOTE THAT WE HAVE NO PAST OR CURRENT AFFILIATION OR ASSOCIATION WITH “ THE INDEPENDENT INSTITUTE OF EDUCATION” AND HAVE NO INTENTION OF AN ASSOCIATION WITH THEM IN THE FUTURE SO WE KINDLY REQUEST THAT NO ENQUIRIES ARE DIRECTED TO THEM.					
		

				


		 

				

										
																			

			

		

	



			
  

  

  	
  	
  









 
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