Office Administration and Reception

Diploma in Office Administration and Reception - Level 4

Are you a receptionist or an office administrator looking to hone your skills to thrive within the competitive industry? Then look no more, as this course in Diploma in Office Administration and Reception at QLS Level 4 is all you need to come away as a skilled individual with immense knowledge on office administration and reception. This in Office Administration and Reception course is a certification that could open many doors for interested individuals, given they have a qualification at level 3 or above in a related disciple.

This comprehensive Office Administration and Reception course will first introduce you to the roles, duties and responsibilities of an office administrator and a receptionist. You will learn everything about these two fields from their importance within the organisation, to their role in providing administrative support, leaving no room for confusion. Working with a team is common in both roles, and hence this Office Administration and Reception course also includes modules that will guide you on how to keep your team motivated and to equip them with the right tools to succeed.

Vital skills such as telephone handling skills, communication skills, meeting skills and leadership skills that are needed for a prosperous career in administration and reception will also be sufficiently trained through this Office Administration and Reception course, followed by tutor guidance on how to handle a difficult customer to gain their trust and loyalty. This Office Administration and Reception course will also cover the broader areas such as business ethics, administration procedures and many more to further strengthen your knowledge on administration and reception.

The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes. This means that Imperial Learning Limited* has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this Office Administration and Reception course alone does not lead to a regulated qualification but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 4 against level descriptors published by Quality Licence Scheme, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

The Office Administration and Reception course itself has been designed by Imperial Learning Limited* to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current qualifications.

Quality Licence Scheme endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

This course has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course is not regulated by Ofqual and is not an accredited qualification. We will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

Please Note: This Course is Based on USA Standards

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What Will I Learn?

• Become an effective office administrator, receptionist or telephone operator upon completion of this Office Administration and Reception course.
• Become competent in administrative and receptionist duties, learn administrative procedures and provide administrative support.
• Keep your team motivated, and equip them with the right tools to succeed within an office environment.
• Learn about telephone etiquette and handling a difficult customer.
• Apply office administration best practices to increase the growth of the organisation.
• Learn business writing techniques, meeting management and taking meeting minutes.
• Learn organisational skills and business ethics.
• Become qualified in office administration and reception and work within an organisation with room for progress and career enhancement.

COURSE CURRICULUM : Diploma in Office Administration and Reception - Level 4

★ MODULE 01 : Administrative Procedure

• Why Your Office Needs Administrative Procedures
• Gathering the Right Tools
• Identifying Procedures to Include
• Top Five Procedures to Record
• What to Include in Your Binder (I)
• What to Include in Your Binder (II)
• Organizing Your Binder
• What Not to Include in the Procedure Guide
• Share Office Procedure Guide
• Successfully Executing the Guide

★ MODULE 02 : Administrative Support

• Getting Organized (I)
• Getting Organized (II
• Managing Time
• Getting It All Done On Time
• Special Tasks
• Verbal Communication Skills
• Non-Verbal Communication Skills
• Empowering Yourself
• The Team of Two
• Taking Care of Yourself

★ MODULE 03 : Telephone Etiquette

• Aspects of Phone Etiquette
• Using Proper Phone Language
• Eliminate Phone Distractions
• Inbound Calls
• Outbound Calls
• Handling Rude or Angry Callers
• Handling Interoffice Calls
• Handling Voicemail Messages
• Methods of Training Employees
• Correcting Poor Telephone Etiquette

★ MODULE 04 : Business Writing

• Working with Words
• Constructing Sentences
• Creating Paragraphs
• Writing Meeting Agendas
• Writing E-mails
• Writing Business Letters
• Writing Proposals
• Writing Reports
• Other Types of Documents
• Proofreading and Finishing

★ MODULE 05 : Time Management

• Setting SMART Goals
• Prioritizing Your Time
• Planning Wisely
• Tackling Procrastination
• Crisis Management
• Organizing Your Workspace
• Delegating Made Easy
• Setting a Ritual
• Meeting Management
• Alternatives to Meetings

★ MODULE 06 : Meeting Management

• Planning and Preparing(I)
• Planning and Preparing (II)
• Setting up the Meeting Space
• Electronic Options
• Meeting Roles and Responsibilities
• Chairing a Meeting(I)
• Chairing a Meeting(II)
• Dealing with Disruptions
• Taking Minutes
• Making the Most of Your Meeting

★ MODULE 07 : Taking Meeting Minutes

• Overview and Introduction
• Essential Elements of Meeting Minutes
• Responsibilities of a Minute Taker
• Solutions to Potential Problems

★ MODULE 08 : Business Succession Planning

• Succession Planning Vs. Replacement Planning
• Preparing for the Planning Process
• Initiating Process
• The SWOT Analysis
• Developing the Succession Plan
• Executing the Plan
• Gaining Support
• Managing the Change
• Overcoming Roadblocks
• Reaching the End

★ MODULE 09 : Communication Strategies

• The Big Picture
• Understanding Communication Barriers
• Para verbal Communication Skills
• Non-Verbal Communication
• Speaking Like a STAR
• Listening Skills
• Asking Good Questions
• Appreciative Inquiry
• Mastering the Art of Conversation
• Advanced Communication Skills

★ MODULE 10 : Handling A Difficult Customer

• The Right Attitude Starts with You
• Stress Management (Internal Stressors)
• Stress Management (External Stressors)
• Transactional Analysis
• Why are Some Customers Difficult
• Dealing with the Customer Over the Phone
• Dealing with the Customer In Person
• Sensitivity in Dealing with Customers
• Scenarios of Dealing with a Difficult Customer
• Following up With a Customer Once You Have Addressed Their Issue

★ MODULE 11 : Organisational Skills

• Remove the Clutter
• Prioritize
• Scheduling Your Time
• To Do Lists
• Paper and Paperless Storage
• Organization in Your Work Area
• Tools to Fight Procrastination
• Organizing Your Inbox
• Avoid the Causes of Disorganization
• Discipline is the Key to Stay Organized

★ MODULE 12 : Business Ethics

• What is Ethics
• Implementing Ethics in the Workplace
• Employer/Employee Rights
• Business & Social Responsibilities
• Ethical Decisions
• Whistle Blowing
• Managerial Ethics
• Unethical Behavior
• Ethics in Business(I)
• Ethics in Business (II)

Access Duration

The Office Administration and Reception course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The Office Administration and Reception course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Method of Assessment

This online course in Office Administration and Reception will be evaluated through written assignments. In order to complete this programme successfully, all students are required to complete a series of assignments. The completed assignments must be submitted via the online portal. Your instructor will review and evaluate your work and provide your feedback based on how well you have completed your assignments.

Certification

Those who successfully complete the Office Administration and Reception course will be issued the Diploma in Office Administration and Reception at QLS Level 4 by the Quality Licence Scheme.

Course Code: QLS-03802

Awarding body (Accreditation)

The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.

The Skills and Education Group also includes two nationally recognised awarding organisations; Skills and Education Group Awards and Skills and Education Group Access. Through our awarding organisations we have developed a reputation for providing high-quality qualifications and assessments for the education and skills sector. We are committed to helping employers, organisations and learners cultivate the relevant skills for learning, skills for employment, and skills for life.

Our knowledge and experience of working within the awarding sector enables us to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.

This course in Office Administration and Reception is highly sought out by,

• Office Administrators and Administrative Assistants
• Receptionists
• Individuals who are temporarily employed and want to gain administrative skills
• Anyone who wants to learn more about Office Administration and Reception and further their career

• Learners should be age 19 or over, and must have a basic understanding of Maths, English, and ICT.
• A qualification at level 3 or above in any discipline.

Below are suitable career paths the learners can follow upon successful completion of the Office Administration and Reception course.

• Office Administrator – £17,456 per annum
• Administrative Assistant – £16,910 per annum
• Receptionist – £16,271 per annum
• Personal Assistant – £25,139 per annum
• Executive Assistant – £30,573 per annum
• Receptionist / Telephone Operator – £15,821 per annum

Certificate of completion

Digital certificate - Included

Diploma in Office Administration and Reception at QLS Level 4

Digital certificate - Included