What you'll be able to do

• Connect to the internet using appropriate hardware and software.
• Use browser software to navigate web pages effectively.
• Use browser tools to search for information from the internet, employing appropriate search strategies.
• Use browser software to communicate information online, adhering to online etiquette.
• Understand the importance of safety and security measures when accessing and using the internet.

What you'll be able to do

• Make business travel arrangements in accordance with organisational policies and procedures.
• Produce business travel documentation accurately and efficiently.
• Clarify travel arrangements with relevant parties prior to the business travel, ensuring all requirements are met.

What you'll be able to do

• Support meetings effectively within a business environment
• Produce accurate and relevant documentation required for meetings
• Keep accurate pre-meeting records, including attendance and apologies
• Carry out pre-meeting checks and preparations to ensure the meeting runs smoothly
• Understand the need for confidentiality regarding meeting content and attendees
• Distribute documentation following meetings to relevant individuals promptly

What you'll be able to do

• Understand the basic components of computers and the functions of different types of software.
• Perform basic IT tasks, such as creating, saving, and editing documents, using email, and browsing the internet.

What you'll be able to do

• Know what is meant by the term diversity, including its various dimensions and manifestations.
• Be aware of a range of diverse groups and practices within society, such as those related to ethnicity, religion, gender, and disability.
• Understand the importance of respecting diversity and promoting inclusivity in all aspects of society.
• Recognise the contributions of diverse groups to society, including their cultural, economic, and social impact.

What you'll be able to do

• Understand the concept of diversity and its importance in the workplace
• Understand different forms of discrimination and their negative impact
• Understand the importance of equal opportunities legislation and its implications for organisations

What you'll be able to do

• Know the basic requirements of the Data Protection Act and their implications for filing systems.
• Understand the four main filing classification systems, including alphabetical, numerical, subject, and geographical.
• Know the importance of pre-sorting documents to ensure efficient filing processes.
• Understand how to file documents accurately and consistently using different filing classification systems.
• Use an index effectively to locate filed documents quickly.
• Understand procedures for cross-referencing documents to maintain file integrity and accessibility.
• Understand the importance of returning files promptly to their designated locations after use.

What you'll be able to do

• Know why it is important for a business to handle mail efficiently and securely, in accordance with organisational procedures and legal requirements.
• Deal with incoming mail, following established procedures for sorting, distributing, and recording mail items.
• Deal with outgoing mail, preparing items for dispatch, selecting appropriate postage methods, and maintaining records.

What you'll be able to do

• Be aware of the different types of diary systems used in an administrative environment, including electronic and paper-based systems.
• Accurately set up new diary entries, including appointments, meetings, and tasks, ensuring all relevant information is recorded.
• Understand how to manage changes to diary entries, including rescheduling, cancellations, and amendments, maintaining accurate and up-to-date records.

What you'll be able to do

• Understand the role of an office administrator within an organisation.
• Carry out a range of basic administrative tasks, such as filing, photocopying, and data entry.
• Be aware of the importance of good self-presentation and time management in an office environment.

What you'll be able to do

• Prepare for, plan, and deliver a clear and concise oral presentation on a chosen topic.
• Give constructive feedback to others on their oral presentations and receive feedback on own presentation, reflecting on areas for improvement.

What you'll be able to do

• Know that there are different types of business documents, including letters, emails, reports, and memos.
• Know why it is important to use the right communication style in business documents, considering the audience and purpose.
• Produce routine business documents, such as letters, emails, and memos, using appropriate formatting and language.

What you'll be able to do

• Understand the role of an office administrator, including their responsibilities, duties, and contribution to the organisation.
• Carry out routine administrative tasks, such as filing, photocopying, and data entry, accurately and efficiently.
• Present oneself in a positive manner, demonstrating appropriate communication skills, personal appearance, and professional behaviour.
• Organise own work effectively, prioritising tasks, managing time, and meeting deadlines.
• Know the importance of information confidentiality, adhering to data protection regulations and organisational policies.

What you'll be able to do

• Understand the principles of customer service, including meeting customer needs and expectations.
• Understand the benefits to an organisation of good customer service, such as increased customer loyalty and positive reputation.
• Understand the possible consequences of poor customer service, such as customer complaints and loss of business.
• Understand the value of first impressions in customer service interactions.
• Understand positive verbal and non-verbal interaction with customers, including active listening and clear communication.
• Understand how to deal with customer complaints effectively and professionally.

What you'll be able to do

• Understand the different roles and responsibilities of individuals within a team.
• Contribute to the setting of team goals and own individual goals within the team context.
• Be aware of others' rights to communicate their views and opinions within a team.
• Recognise the importance of co-operation and collaboration within a team to achieve common objectives.
• Review team performance, identifying areas for improvement and celebrating successes.

What you'll be able to do

• Use a telephone system effectively in an office environment
• Make and receive telephone calls in a professional manner
• Recognise the importance of handling calls appropriately to maintain a positive image of the organisation

What you'll be able to do

• Understand the importance of good time management for personal and professional effectiveness.
• Manage own use of time effectively by prioritising tasks, setting deadlines, and avoiding procrastination.

What you'll be able to do

• Know the function of meetings within a business context.
• Understand different meeting techniques, such as brainstorming or structured discussions.
• Understand how to plan a meeting, including setting an agenda and inviting participants.
• Understand how to run a meeting effectively, including managing time and facilitating discussion.
• Understand how to deal with difficult issues in meetings, such as disagreements or disruptive behaviour.
• Understand how to evaluate a meeting to identify areas for improvement.

What you'll be able to do

• Understand different forms of effective communication in the workplace, including verbal, written, and non-verbal communication.
• Understand the importance of communicating effectively with others in the workplace to ensure clarity and understanding.
• Use communication to support the work of others, such as providing feedback or sharing information.
• Understand how to deal with conflict in the workplace using appropriate communication techniques.

What you'll be able to do

• Understand how to use email systems for effective communication.
• Use email to send, receive, and manage electronic messages effectively.

What you'll be able to do

• Send faxes using appropriate procedures.
• Receive and distribute faxes to the correct recipients.
• Recognise and resolve common problems with the fax machine, such as paper jams or transmission errors.
• Prepare the photocopier, scanner and/or printer for use, including loading paper and checking ink/toner levels.
• Perform photocopying, scanning and/or printing tasks according to instructions.
• Recognise and resolve common problems with the photocopier or printer, such as paper jams or poor print quality.

What you'll be able to do

• Capture information accurately for inclusion in presentation slides
• Edit and format slides to enhance visual appeal and clarity
• Prepare slides effectively for presentation, ensuring they are organised and easy to understand

What you'll be able to do

• Use a spreadsheet to enter, edit, and organise data.
• Use spreadsheet formulas and tools to perform calculations and analyse data.
• Present spreadsheet information in a clear and understandable format, using charts and graphs.

What you'll be able to do

• Enter, edit and combine text and other information within a word processing document, using appropriate tools and techniques.
• Organise information within word processing documents, using features such as tables, lists, and headings to structure content effectively.
• Format and present documents, applying appropriate styles, layouts, and printing options to achieve a professional appearance.

What you'll be able to do

• Welcome visitors in a positive and professional way
• Know why it is important for an organisation to make visitors welcome, considering their first impression and overall experience