Executive Office Skills Level 2
Description
Module 1: customer services
Face to face contact
Dealing with awkward customers
Where are you?
Dealing with complaints
Complaints policy
Do's and dont's of complaint handling
Is the customer always right?
Dangerous contact
Person to person contact
Module 2: Personnel Administration
The work cycle
Recruiting
Shortlisting
Checklist on interview
Contract of employment
Personnel files
Data protection
Job descriptions
Health and safety
Staff security
Module 3: Project management
Defining a project
Work structures
Choosing your team
Resourcing the information
What does what
Gantt charts
Module 4: Communications
Body language
Appearances can be deceptive
Emphasis on words
Listening skills
Letter writing
Using the telephone
Getting t…
Frequently asked questions
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Module 1: customer services
Face to face contact
Dealing with awkward customers
Where are you?
Dealing with complaints
Complaints policy
Do's and dont's of complaint handling
Is the customer always right?
Dangerous contact
Person to person contact
Module 2: Personnel Administration
The work cycle
Recruiting
Shortlisting
Checklist on interview
Contract of employment
Personnel files
Data protection
Job descriptions
Health and safety
Staff security
Module 3: Project management
Defining a project
Work structures
Choosing your team
Resourcing the information
What does what
Gantt charts
Module 4: Communications
Body language
Appearances can be deceptive
Emphasis on words
Listening skills
Letter writing
Using the telephone
Getting the message
Module 5: training administration
The training cycle
Who benefits from training
Planning training
Training methods
Training environment
Equipment
Visual aids
Evaluation
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