Year 11 - Office Technology

This unit provides learners with a basic knowledge and understanding of administration practice together with the skills necessary to pursue careers as secretaries, administrators, receptionists or call centre personnel. Learners will have the opportunity to use a range of technological equipment found in the modern office. They will develop their proofreading skills, ensuring all documents are produced to the highest standard and meet agreed specifications.

This unit includes:
• the use of electronic equipment;
• consideration of health and safety issues when using office technology;
• consideration of environmental issues relating to the use of office technology;
• events planning;
• consideration of career opportunities in office administration; and
• a review and evaluation of performance.

Year 12 - Communication in an Office

This unit provides learners with a basic knowledge and understanding of administration practice together with the skills necessary to pursue careers as secretaries, administrators, receptionists or call centre personnel. Learners will have an opportunity to develop the effective communication skills required to establish good working relationships in an office or business environment.

This unit includes:

• communicating effectively with customers;
• effective customer service in a business;
• meeting customer needs and dealing with queries and complaints;
• preparing and handling routine business documents;
• working as part of a team in a business;
• consideration of environmental issues in a business environment;
• consideration of career opportunities for customer service staff;
• consideration of health and safety issues in an office or business environment; and
• a review and evaluation of performance.

To achieve a full qualification, learners must complete two units. A final grade based on the combined scores of the two units as follows: