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Cover of Office Administrator - Knowledge Module, Volume 1

Office Administrator - Knowledge Module, Volume 1

Hybrid Learning Solutions · e-book

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Printed copy: R1200 incl. VAT.

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About this book

Volume 1 of the theory textbook for the QCTO Occupational Certificate: Office Administrator (NQF Level 5, SAQA ID 102161) — the office, its standards and its communication. Chapters 1 to 7 cover effective office administration and management; ready for work standards; office protocol, deportment and etiquette; business communication across two chapters; applying end user computing; and social media and digital literacy. Every chapter opens with the criteria map for its module and closes with review questions.

What is inside

  1. Chapter 1 — Effective Office Administration and Management
  2. PART A — THE ORGANISATION AND THE ADMINISTRATOR
  3. PART B — THE OFFICE AS A DESIGNED SYSTEM
  4. PART C — WORKING WITH INTERNAL STAFF
  5. Chapter 2 — Ready for Work Standards
  6. PART A — CONDUCT, ETHICS AND THE ORGANISATION’S RULES
  7. PART B — MANAGING YOUR OWN TIME AND YOUR OWN PRESSURE
  8. PART C — WORK-READINESS
  9. PART D — THE LAW OF THE EMPLOYMENT RELATIONSHIP
  10. Chapter 3 — Office Protocol, Deportment and Etiquette
  11. PART A — PROTOCOL
  12. PART B — CULTURAL DIVERSITY
  13. PART C — MULTI-CULTURAL COMMUNICATION
  14. PART D — GROOMING AND DEPORTMENT
  15. Chapter 4 — Business Communication I: Media, Organisation, Culture and Listening
  16. PART A — THE PROCESS, THE BARRIERS AND THE CONCISE MEDIA
  17. PART B — ORGANISATIONAL COMMUNICATION
  18. PART C — MULTI-CULTURAL COMMUNICATION: WHAT CULTURE IS
  19. PART D — ORAL COMMUNICATION AND LISTENING
  20. Chapter 5 — Business Communication II: Conflict, Decisions, Letters, Reports — and Customer Service
  21. PART A — CONFLICT AND STRESS
  22. PART B — PROBLEM SOLVING AND DECISION MAKING
  23. PART C — BUSINESS LETTERS
  24. PART D — REPORT WRITING
  25. PART E — CUSTOMER SERVICE
  26. Chapter 6 — Apply End User Computing
  27. PART A — THE MACHINE, THE KEYBOARD AND ACCURACY
  28. PART B — WORD PROCESSING
  29. PART C — PRESENTATION SOFTWARE
  30. PART D — SPREADSHEETS
  31. PART E — ELECTRONIC MESSAGING AND EMAIL
  32. PART F — THE INTERNET
  33. PART G — SAFETY AND SECURITY OF ICT
  34. Chapter 7 — Social Media and Digital Literacy
  35. PART A — SOCIAL MEDIA AND THE PLATFORMS
  36. PART B — SOCIAL MEDIA AS A COMMUNICATION TOOL

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