Level 2

This unit standard specifies the competencies required to access and secure records as part of office procedures. It includes updating and modifying existing files and removing inactive and outdated files

eliver a service to customers in an office environment

.1 Explain the terms interpersonal skills, customers and customer needs 

 1.2 List and describe the different types of customers 

 1.3 Describe the interpersonal skills used in dealing with customers 

 1.4 State the importance of identifying and addressing customer needs 

 1.5 Describe and apply the procedures for identifying customer needs 

 1.6 Describe and apply the procedure for gaining assistance from supervisors and colleagues in meeting customers needs

• Definitions - Interpersonal skills - Customers - Customer needs • Interpersonal skills used in dealing with customers - Active listening - Verbal communication - Non-verbal communication • Different types of customers - Internal - External • Importance of identifying and addressing customer needs - Maintaining customer base - Improving customer service satisfaction - Expanding business opportunities - Improving customer service • Procedures for identifying and addressing customer Office Administration National Curriculum – BS-OA-L2a- 99 needs - Using interpersonal skills - Assessing customer needs to identify priorities - Assisting customers - Providing options to meet customers’ needs • Assistance from supervisors and colleagues in meeting

1: Handle petty cash

Petty cash concepts may include petty cash, imprest, petty cash voucher, petty cash journal and reimbursement.

1.1 Petty cash concept is explained. 

 1.2 Petty cash voucher is completed in line with organisational requirements. 

1.3 Petty cash journal is completed in line with petty cash procedures.

2: Complete financial documents

Financial documents may include but are not limited to deposit slips, purchase orders, requisitions, delivery notes, receipts, cheques, invoice and quotations

2.1 Financial documents are identified and their functions explained. 

2.2 Financial documents are completed in line with organisational requirements

This unit standard specifies the competencies required to communicate ideas and information in an office environment. It includes gathering, conveying and receiving information and ideas and drafting and finalising correspondence. 

This unit standard specifies the competencies required to prepare routine financial documents in an office environment. It includes the handling of petty cash and completing financial documents. This unit standard is intended for people who work in an office environment.

This unit standard specifies the competencies required to prepare routine financial documents in an office environment. It includes the handling of petty cash reimbursements, completing requisitions and completing receipts. This unit standard is intended for people who work in an office environment.

This unit standard specifies the competencies required to prepare routine financial documents in an office environment. It includes the handling of petty cash reimbursements, completing requisitions and completing receipts

This Unit Standard specifies the competencies required to deliver a service to customers in an office environment.  It includes identifying customer needs and delivering a service to customers.  This unit standard is intended for people who work in an office environment.

This unit standard specifies the competencies required to deliver a service to customers in an office environment.  It includes identifying customers needs and delivering a service to customers.  This unit standard is intended for people  who work in an office environment.

This unit standard specifies the competencies required to demonstrate advanced word processing skills to perform administrative duties in an office environment. It includes producing of an advanced word processing document at a minimum speed of 25 words per minute

The objective of this course is for trainees to demonstrate on how they should apply good relations to customers.

Purpose

This unit standard specifies the competencies required to maintain an office reception area in an office environment.  It includes implementing security procedure, cleaning and safekeeping of the reception area and maintaining displays in the reception are to promote the organisation corporate image. This unit standard is intended for thoise who work in an office environment.

This unit standard specifies the competencies required to maintain office equipment as part of office operations. It includes the selecting of equipment, checking the operations of equipment and performing routine maintenance

This unit standard specifies the competencies required to manage a diary as part of office procedures. It includes management of a personal and manager’s diary.

Office Administration 

Is a course aimed at the student who would like to obtain a qualification in the administration of the office environment. 

Students gain practical and theoretical experience in office-based activities.

To provide participants with the knowledge and skills to deliver a service to customers in an office environment. this involves identifying customer needs and delivering a service to customers.

This course is intended to provide knowledge and skill in office administration. It describes what skills and knowledge a trainee will possess upon completion of the curriculum. 

The prime objectives of this course are to:

 - gain knowledge and skills of handling office mails;

 - Develop a customer-centric service attitude and mindset and improve interpersonal skills. 

- Implement verbal and written communication approaches to communicate effectively and present information in a more effective manner.

 - Apply techniques of managing diaries and securing records in an office environment.

 operate and maintain office equipment; and 

- Demonstrate knowledge and skills when recording financial documents in an office environment.