ObjectivesAt the end of the course you will be able to:
· Introduce the benefits of good customer care
· Explore ways of handling complaints and difficult customers
· Demonstrate customer care in face to face and written forms of contact
· Raise awareness of good practice in personnel administration
· Explore the techniques of recruitment and interviewing
· Demonstrate the need for staff record keeping
· Explain data protection legislation
· Develop project management techniques
· Introduce team selection techniques
· Develop an understanding of body language
· Develop listening skills
· Demonstrate letter writing skills
· Practice good telephone communication skills
· Explain the training cycle
· Demonstrate training methods and techniques
Entry requirementsThere are no pre-requisites for this course, just a willingness to learn.
Course descriptionThe Personal Assistant Diploma consists of three different courses.
· Effective Communicating
· Executive Office Skills
· European Computer Driving Licence (ECDL)
Support:
As a UK Open Learning student you will have access to your own personal tutor helping you with your course work and any other questions you may have. You will have tutor support for a full 12 months from the day you receive the course.
Timescale:
To complete this course it will take in the region of 180 study hours which can be spread over a 12 month period to suit the student.
European Computing
Driving Licence V5 Essentials and Extra
ECDL is the international standard in end-user computer skills.
The ECDL Syllabus consists of 7 modules which define the skills and competencies necessary to be a proficient user of a computer and common computer applications.
In order to achieve the ECDL certification, individuals must pass a test for each of the 7 modules. ECDL Module 1 is a theoretical test of computing knowledge at a general level, while modules 2-7 are predominantly practical skills tests.
Individuals who have achieved the ECDL / ICDL certification can successfully demonstrate their competence in the use of a computer and common computer applications.
Module 1: Security for IT Users
This module enables candidates to gain an understanding of the necessity for hardware and data security. On completion of this module each candidate will:
Know what ‘spam’ and how to protect against unwanted messages,
Understand what malicious programs are, such as viruses and spyware
Understand how to protect against malicious programs and intrusions
Understand that passwords and PINs help to protect information from the risk of unauthorised access
Understand what a public network is and the best practices when using an unsecure network
Know what Bluetooth is and understand how to prevent unauthorised access to a Bluetooth device by others
Understand the vulnerability of portable storage devices
Understand the IT security guidelines and privacy policies within your organisation
Understand the need to, and importance of, backing up data, and how to store data securely
Module 2: IT User Fundamentals
This module requires candidates to demonstrate knowledge and competence in using the common functions of a personal computer and its operating system. It teaches how to adjust the main settings, use the built-in help features and deal with an application that is not responding.
Candidates will learn to operate effectively within the desktop environment and work with desktop icons and windows. This module addresses how to manage and organise files and directories/folders, and how to duplicate, move and delete files and directories/folders, and compress and extract files.
On completion of this module each candidate will be able to:
Use the main features of the operating system including adjusting the main computer settings and using built-in help features
Operate the computer desktop effectively and work in a graphical user environment
Understand about the main concepts of file management and be able to efficiently organise files and folders so that they are easy to identify and find
Understand best Health and Safety practices when using a PC
Identify the main purposes of data protection
Module 3: Word Processing
This module enables candidates to demonstrate the ability to use a word processing application to accomplish everyday tasks associated with creating, formatting and finishing small-sized word processing documents such as letters and other everyday documents.
Candidates will be able to duplicate and move text within and between documents. They gain competence in using some of the features associated with word processing applications such as creating standard tables, using pictures and images within a document, and using mail merge tools.
On completion of this module each candidate will be able to:
Work with documents and save them in different file formats
Choose built-in options such as the Help function to enhance productivity
Create and edit small-sized word processing documents that will be ready to share and distribute
Apply different formats to documents to enhance them before distribution and recognise good practice in choosing the appropriate formatting options
Insert tables, images and drawn objects into documents
Prepare documents for mail merge operations
Adjust document page settings and check and correct spelling before finally printing documents
Module 4: Spreadsheets
This module enables candidates to understand the concept of spreadsheets and to demonstrate the ability to use a spreadsheet application.
Candidates will understand and be able to accomplish tasks associated with developing, formatting, modifying and using a spreadsheet of limited scope ready for distribution.
They will also be able to generate and apply standard mathematical and logical formulas using standard formulas and functions, and demonstrate competence in creating and formatting graphs or charts.
On completion of this module each candidate will be able to:
Work with spreadsheets and save them in different file formats
Choose built-in options such as the Help function within the application to enhance productivity
Enter data into cells and use good practice in creating lists; Select, sort and copy, move and delete data
Edit rows and columns in a worksheet; Copy, move, delete, and appropriately rename worksheets
Create mathematical and logical formulas using standard spreadsheet functions; Use good practice in formula creation and recognise error values in formulas
Format numbers and text content in a spreadsheet
Choose, create, and format charts to communicate information meaningfully
Adjust spreadsheet page settings and check and correct spreadsheet content before finally printing spreadsheets
Module 5: Using Databases
This module enables candidates to understand some of the main concepts of databases and demonstrate the ability to use a database application.
This includes creating and modifying tables, queries, forms and reports, and preparing outputs ready for distribution, as well as learning to relate tables and to retrieve and manipulate information from a database by using query and sort tools.
On completion of this module each candidate will be able to:
Understand what a database is and how it is organised and operated
Create a simple database and view the database content in various modes
Create a table, define and modify fields and their properties, and enter and edit data in a table
Sort and filter a table or form and create, modify, and run queries to retrieve specific information from a database
Understand what a form is and create a form to enter, modify, and delete records and data
Create routine reports and prepare outputs ready for distribution
Module 6: Presentation
This module enables candidates to demonstrate competence in using presentation tools on a computer. Candidates will be able to accomplish tasks such as creating, formatting, modifying and preparing presentations using different slide layouts for display and printed distribution. They will also learn to duplicate and move text, pictures, images and charts within the presentation and between presentations, as well as be able to accomplish common operations with images, charts and drawn objects and to use various slide show effects.
On completion of this module each candidate will be able to:
Work with presentations and save them in different file formats
Choose built-in options such as the Help function within the application to enhance productivity
Understand different presentation views and when to use them, choose different slide layouts and designs
Enter, edit, and format text in presentations. Recognise good practice in applying unique titles to slides
Choose, create, and format charts to communicate information meaningfully
Insert and edit pictures, images, and drawn objects
Apply animation and transition effects to presentations and check and correct presentation content before finally printing and giving presentations
Module 7: Using Email and the Internet
This module is divided into two sections. The first section on the Internet requires candidates to understand some of the concepts and terms associated with using the browsing the web, and to appreciate some of the security considerations. In the second section, Using Email, candidates will learn to understand some of the concepts of electronic mail (email), and gain the ability to use email software to send and receive messages, and to attach files to mail messages.
On completion of this module each candidate will be able to:
Understand what the Internet is and common terms associated with it, and be aware of some security considerations when using the Internet
Accomplish everyday web browsing tasks including changing browser settings
Search for information and complete and submit web-based forms
Save web pages, download files from the web, and copy web content into a document
Understand what email is, know some advantages and disadvantages of its use, and be aware of other communication options
Be aware of network etiquette and security considerations when using email
Create, spell check and send email; Reply to and forward email, handle file attachments and print an email
Be aware of ways to enhance productivity when working with email software and to organise and manage email
Improving Productivity Using IT
The use of IT tools and systems can improve the productivity and efficiency of activities in a variety of contexts. The Improving Productivity Using IT module teaches candidates to plan, select, and use appropriate IT systems and software for different purposes, and to evaluate the selection and use of IT tools to ensure their solutions are successful. The module also helps candidates to research and develop solutions that make a demonstrable improvement to the use of IT tools and systems.
Part 1
NCFE Level 2 Award in Effective Communicating
Student Profile:
This programme is designed for people who wish to improve their skill in selecting appropriate communication methods, and in delivering their message effectively.
Study Method:
The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by post and email.
Assessment:
As you work through this course you are required to complete a series of tutor marked assignments, which you can then send to your tutor for marking. There is no word count for these assignments, however you do have to prove to your tutor that you have fully understood the question asked.
Course Outline:
Module 1: The Essentials of Communication
· The Importance of Good Communication
· Modes of Communication
· The Key Elements of Communication
· The Whole Message
· What Does the Recipient Expect?
Module 2: Sending Informal Messages
· Memoranda ('Memos')
· Electronic Mail (Email)
· Text Messages
· Facsimiles or 'Faxes'
Module 3: Sending Formal Messages
· Letters – The First Impression
· Letters – Greetings and Sign-Off
· The Details
· Letters – Writing Clearly
· Letters – Writing Accurately
· Formal Emails
· Reports and Proposals
Reviewing Formal Letters and Reports
Module 4: Two-Way Communication
· The Telephone
· Using the Answer Phone
· Using the Mobile Phone
· Face-to-Face Meetings
Module 5: Presentations
· Presentation Skills
· First Impressions,
· Explaining Your Points Clearly Humour
· Inviting Discussion
· Ending the Presentation
Module 6: Advertising
· Press Releases
· Newspaper Advertisements
· Direct Mail
Web Sites
Student Profile:
This programme is designed for senior office staff who wish to be able to manage office operations effectively and supervise the work of others in an office environment.
Study Method: The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email.
Assessment:
As you work through this course you are required to complete a series of tutor marked assignments, which you can then send to your tutor for marking. There is no word count for these assignments, however you do have to prove to your tutor that you have fully understood the question asked.