Learning outcome 1 Understand how to organise customer service delivery
Assessment criteria:
1.... more Learning outcome 1 Understand how to organise customer service delivery
Assessment criteria: 1.1: Explain how different methods of promoting products and/or services impact on customer service delivery 1.2 Explain who should be involved in the organisation of customer service delivery 1.3 Explain the importance of differentiating between customers’ wants, needs and expectations 1.4 Explain different ways of segmenting customer groups 1.5 Explain how customer segmentation is used in organising customer service delivery
Learning outcome 1 Understand the principles supporting the preparation of specifications for con... more Learning outcome 1 Understand the principles supporting the preparation of specifications for contracts
Assessment criteria: 1.1 Explain the scope of contract specifications 1.2 Explain the roles and interests of those who should be involved in a tender process 1.3 Analyse the legal implications of a range of types of contracts and agreements 1.4 Explain the requirements of confidentiality and data protection 1.5 Evaluate the risks associated with procurement and tendering processes 1.6 Explain the basis for the design of a tender evaluation process
Learning outcome 2 Be able to prepare specifications for contracts
2.1 Confirm the requirements for the contract specification
Learning outcome 1 Understand the preparation of text from recorded notes
Assessment criteria
1.1... more Learning outcome 1 Understand the preparation of text from recorded notes Assessment criteria 1.1 Explain the importance of confirming the purpose of the text and intended audience 1.2 Describe the main features of the different types of technology that can be used for playing back recordings 1.3 Explain how different speaking styles of those giving dictation can affect outputs 1.4 Explain the consequences of incorrect spelling, punctuation, grammar and sentence structure, and inaccurate content 1.5 Describe ways of checking produced texts for accuracy and correctness 1.6 Describe organisational procedures for the storage, security and confidentiality of information
Learning outcome 1 Understand the provision of business travel or accommodation arrangements
Ass... more Learning outcome 1 Understand the provision of business travel or accommodation arrangements
Assessment Criteria 1.1 Explain the factors to be taken into account in setting evaluation criteria for the provision of business travel or accommodation 1.2 Explain different travel or accommodation-related needs and services 1.3 Explain different arrangements that could be made for the provision of business travel or accommodation 1.4 Explain the scope of legal and organisational security and confidentiality requirements relating to business travel or accommodation
Learning outcome 1: Understand how to create bespoke business documents
Assessment Criteria:
1.1... more Learning outcome 1: Understand how to create bespoke business documents Assessment Criteria: 1.1 Explain the use of bespoke business documents 1.2 Describe the factors to be taken into account in selecting the appropriate method of presenting a business document 1.3 Describe the use of technology to create bespoke business documents 1.4 Explain the purpose and requirements of corporate identity in bespoke business documents 1.5 Analyse different design techniques used to create attractive bespoke business documents 1.6 Explain the factors to be taken into account in evaluating the impact of bespoke business documents
Learning outcome 5 Understand sales and marketing
Assessment Criteria:
5.1 Explain the principl... more Learning outcome 5 Understand sales and marketing
Assessment Criteria: 5.1 Explain the principles of marketing 5.2 Explain a sales process 5.3 Explain the features and uses of market research 5.4 Explain the value of a brand to an organisation 5.5 Explain the relationship between sales and marketing
Learning outcomes:
1 Understand how to manage an office facility
Assessment criteria:
1.1 Explai... more Learning outcomes: 1 Understand how to manage an office facility Assessment criteria: 1.1 Explain the legal requirements relating to the management of office facilities 1.2 Describe the typical services provided by an office facility 1.3 Explain how to establish office management procedures 1.4 Explain how to manage office resources 1.5 Explain techniques to monitor and manage work flows 1.6 Explain typical support and welfare facilities for office workers
2 Understand health and safety in a business environment 2.1 Explain the legal obligations of the employer for health and safety in the workplace 2.2 Explain an individual’s responsibilities for health and safety in the workplace 2.3 Describe accident and emergency procedures
3 Understand how to take minutes of meetings 3.1 Explain the purpose of meeting minutes 3.2 Explain the legal implications of meeting minutes 3.3 Explain the importance of accuracy in minute taking 3.4 Describe what should and should not be included in different types of meeting minutes 3.5 Describe how to take notes during meetings
4 Understand how to chair, lead and manage meetings 4.1 Explain the features and purpose of different types of formal and informal meeting 4.2 Explain the role and responsibilities of the chair 4.3 Explain the role of others in a meeting 4.4 Explain techniques to facilitate a meeting 4.5 Explain the information requirements of a meeting before, during and after a meeting
5 Understand how to supervise an administration team 5.1 Explain the use of targets and budgets to manage workloads 5.2 Explain how to allocate work to individual team members 5.3 Explain different quality management techniques to manage the performance of an administrative team 5.4 Explain the techniques used to identify the need for improvements in team outputs and standards
6 Understand how to organise events 6.1 Explain the characteristics, requirements and purposes of different types of events 6.2 Explain the types of information and information sources needed to organise an event 6.3 Explain how to plan an event 6.4 Explain how to identify the right resources from an event plan 6.5 Describe the likely types of information needed by delegates before, during and after an event
Learning Outcomes:
1 Understand negotiation in a business environment
Assessment Criteria
1.1 Ex... more Learning Outcomes: 1 Understand negotiation in a business environment
Assessment Criteria 1.1 Explain the importance of negotiation in a business environment 1.2 Explain the features and uses of different approaches to negotiation 1.3 Identify the components of negotiation tactics
2 Understand how to develop and deliver presentations 2.1 Explain the different types of presentation and their requirements 2.2 Explain how different resources can be used to develop a presentation 2.3 Explain different methods of giving presentations 2.4 Explain best practice in delivering presentations 2.5 Explain how to collect and use feedback on a presentation
3 Understand how to create bespoke business documents 3.1 Explain the characteristics of bespoke documents 3.2 Explain the factors to be taken into account in creating and presenting bespoke documents 3.3 Explain the legal requirements and procedures for gathering information for bespoke documents 3.4 Explain techniques to create bespoke business documents 3.5 Explain how to gain approval of bespoke documents
4 Understand information systems in a business environment 4.1 Explain the typical stages of information system development 4.2 Analyse the benefits and limitations of different information systems 4.3 Explain legal, security and confidentiality requirements for information systems in a business environment 4.4 Explain how to monitor the use and effectiveness of an information system
Learning Objective 1: Be able to identify personal and professional development requirements
As... more Learning Objective 1: Be able to identify personal and professional development requirements
Assessment Criteria 1.1 Compare sources of information on professional development trends and their validity 1.2 Identify trends and developments that influence the need for professional development
Learning Outcome 1: Understand business communication models, systems and process
Assessment Cri... more Learning Outcome 1: Understand business communication models, systems and process
Assessment Criteria 1.1 Analyse the communication needs of internal and external stakeholders 1.2 Analyse the different communication models that support administration 1.3 Evaluate the effectiveness of different communication systems 1.4 Explain the factors that affect the choice of communication media 1.5 Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications 1.6 Explain the factors to be taken into account in planning and structuring different communication media 1.7 Explain ways of overcoming barriers to communication 1.8 Explain the use of communications theories and body language 1.9 Explain proof-reading techniques for business communications
Learning outcome: 1 Understand the maintenance of stationery and supplies
Assessment Criteria:
1... more Learning outcome: 1 Understand the maintenance of stationery and supplies Assessment Criteria: 1.1 Describe organisational policies, procedures and levels of authority in maintaining supplies 1.2 Explain how to carry out a stock check of stationery 1.3 Describe t he types of problems that may occur with deliveries and stock items 1.4 Explain how to deal with problems that occur with deliveries and stock items 1.5 Explain the factors to take into account when ordering stationery 1.6 Explain the benefits and limitations of different potential suppliers, against organisational requirements 1.7 Explain how to calculate quantities of stationery and supplies to be ordered 1.8 Describe how to dispose of or recycle waste
Learning Outcome: 1 Understand how to develop a presentation
Assessment Criteria: 1.1 Explain bes... more Learning Outcome: 1 Understand how to develop a presentation Assessment Criteria: 1.1 Explain best practice in developing presentations 1.2 Explain who needs to be consulted on the development of a presentation 1.3 Explain the factors to be taken into account in developing a presentation 1.4 Analyse the advantages and limitations of different communication media
Learning Outcome 1 Understand how to take minutes of meetings
Assessment Criteria:
1.1 Explain t... more Learning Outcome 1 Understand how to take minutes of meetings Assessment Criteria: 1.1 Explain the purpose of different types of minutes and other meeting records 1.2 Explain the legal requirements of formal minutes 1.3 Describe organisational conventions for producing minutes 1.4 Describe the responsibilities of the minute taker in a meeting 1.5 Explain why it is important to maintain confidentiality of meetings, discussions and actions 1.6 Explain why it is necessary to record who proposed and seconded suggestions and changes
Learning Outcome 1 - Understand how to prepare business documents
Assessment Criteria:
1.1 Explai... more Learning Outcome 1 - Understand how to prepare business documents Assessment Criteria: 1.1 Explain the requirements for language, tone, image and presentation for different documents 1.2 Explain how to integrate images into documents 1.3 Describe how corporate identity impacts upon document production 1.4 Explain the requirements of data protection, copyright and intellectual property legislation relating to document production 1.5 Describe organisational procedures for version control 1.6 Describe security requirements relating to document production
Learning Objective 1: Understand the management of diary systems
Assessment Criteria:
1.1 Explai... more Learning Objective 1: Understand the management of diary systems Assessment Criteria: 1.1 Explain the importance of keeping diary systems up to date 1.2 Describe the basis on which bookings and changes are prioritised 1.3 Explain any constraints relating to making bookings for people or facilities 1.4 Describe the types of problems that can occur when managing diaries
Learning Outcome 1: Understand the organisation of business travel or accommodation for others
As... more Learning Outcome 1: Understand the organisation of business travel or accommodation for others Assessment Criteria: 1.1 Explain any budgetary or policy constraints relating to business travel or accommodation 1.2 Describe financial arrangements relating to business travel or accommodation 1.3 Explain how to make arrangements for visas and related foreign travel documentation 1.4 Describe the procedures for obtaining or exchanging foreign currency
Learning outcome 1 Understand how to organise customer service delivery
Assessment criteria:
1.... more Learning outcome 1 Understand how to organise customer service delivery
Assessment criteria: 1.1: Explain how different methods of promoting products and/or services impact on customer service delivery 1.2 Explain who should be involved in the organisation of customer service delivery 1.3 Explain the importance of differentiating between customers’ wants, needs and expectations 1.4 Explain different ways of segmenting customer groups 1.5 Explain how customer segmentation is used in organising customer service delivery
Learning outcome 1 Understand the principles supporting the preparation of specifications for con... more Learning outcome 1 Understand the principles supporting the preparation of specifications for contracts
Assessment criteria: 1.1 Explain the scope of contract specifications 1.2 Explain the roles and interests of those who should be involved in a tender process 1.3 Analyse the legal implications of a range of types of contracts and agreements 1.4 Explain the requirements of confidentiality and data protection 1.5 Evaluate the risks associated with procurement and tendering processes 1.6 Explain the basis for the design of a tender evaluation process
Learning outcome 2 Be able to prepare specifications for contracts
2.1 Confirm the requirements for the contract specification
Learning outcome 1 Understand the preparation of text from recorded notes
Assessment criteria
1.1... more Learning outcome 1 Understand the preparation of text from recorded notes Assessment criteria 1.1 Explain the importance of confirming the purpose of the text and intended audience 1.2 Describe the main features of the different types of technology that can be used for playing back recordings 1.3 Explain how different speaking styles of those giving dictation can affect outputs 1.4 Explain the consequences of incorrect spelling, punctuation, grammar and sentence structure, and inaccurate content 1.5 Describe ways of checking produced texts for accuracy and correctness 1.6 Describe organisational procedures for the storage, security and confidentiality of information
Learning outcome 1 Understand the provision of business travel or accommodation arrangements
Ass... more Learning outcome 1 Understand the provision of business travel or accommodation arrangements
Assessment Criteria 1.1 Explain the factors to be taken into account in setting evaluation criteria for the provision of business travel or accommodation 1.2 Explain different travel or accommodation-related needs and services 1.3 Explain different arrangements that could be made for the provision of business travel or accommodation 1.4 Explain the scope of legal and organisational security and confidentiality requirements relating to business travel or accommodation
Learning outcome 1: Understand how to create bespoke business documents
Assessment Criteria:
1.1... more Learning outcome 1: Understand how to create bespoke business documents Assessment Criteria: 1.1 Explain the use of bespoke business documents 1.2 Describe the factors to be taken into account in selecting the appropriate method of presenting a business document 1.3 Describe the use of technology to create bespoke business documents 1.4 Explain the purpose and requirements of corporate identity in bespoke business documents 1.5 Analyse different design techniques used to create attractive bespoke business documents 1.6 Explain the factors to be taken into account in evaluating the impact of bespoke business documents
Learning outcome 5 Understand sales and marketing
Assessment Criteria:
5.1 Explain the principl... more Learning outcome 5 Understand sales and marketing
Assessment Criteria: 5.1 Explain the principles of marketing 5.2 Explain a sales process 5.3 Explain the features and uses of market research 5.4 Explain the value of a brand to an organisation 5.5 Explain the relationship between sales and marketing
Learning outcomes:
1 Understand how to manage an office facility
Assessment criteria:
1.1 Explai... more Learning outcomes: 1 Understand how to manage an office facility Assessment criteria: 1.1 Explain the legal requirements relating to the management of office facilities 1.2 Describe the typical services provided by an office facility 1.3 Explain how to establish office management procedures 1.4 Explain how to manage office resources 1.5 Explain techniques to monitor and manage work flows 1.6 Explain typical support and welfare facilities for office workers
2 Understand health and safety in a business environment 2.1 Explain the legal obligations of the employer for health and safety in the workplace 2.2 Explain an individual’s responsibilities for health and safety in the workplace 2.3 Describe accident and emergency procedures
3 Understand how to take minutes of meetings 3.1 Explain the purpose of meeting minutes 3.2 Explain the legal implications of meeting minutes 3.3 Explain the importance of accuracy in minute taking 3.4 Describe what should and should not be included in different types of meeting minutes 3.5 Describe how to take notes during meetings
4 Understand how to chair, lead and manage meetings 4.1 Explain the features and purpose of different types of formal and informal meeting 4.2 Explain the role and responsibilities of the chair 4.3 Explain the role of others in a meeting 4.4 Explain techniques to facilitate a meeting 4.5 Explain the information requirements of a meeting before, during and after a meeting
5 Understand how to supervise an administration team 5.1 Explain the use of targets and budgets to manage workloads 5.2 Explain how to allocate work to individual team members 5.3 Explain different quality management techniques to manage the performance of an administrative team 5.4 Explain the techniques used to identify the need for improvements in team outputs and standards
6 Understand how to organise events 6.1 Explain the characteristics, requirements and purposes of different types of events 6.2 Explain the types of information and information sources needed to organise an event 6.3 Explain how to plan an event 6.4 Explain how to identify the right resources from an event plan 6.5 Describe the likely types of information needed by delegates before, during and after an event
Learning Outcomes:
1 Understand negotiation in a business environment
Assessment Criteria
1.1 Ex... more Learning Outcomes: 1 Understand negotiation in a business environment
Assessment Criteria 1.1 Explain the importance of negotiation in a business environment 1.2 Explain the features and uses of different approaches to negotiation 1.3 Identify the components of negotiation tactics
2 Understand how to develop and deliver presentations 2.1 Explain the different types of presentation and their requirements 2.2 Explain how different resources can be used to develop a presentation 2.3 Explain different methods of giving presentations 2.4 Explain best practice in delivering presentations 2.5 Explain how to collect and use feedback on a presentation
3 Understand how to create bespoke business documents 3.1 Explain the characteristics of bespoke documents 3.2 Explain the factors to be taken into account in creating and presenting bespoke documents 3.3 Explain the legal requirements and procedures for gathering information for bespoke documents 3.4 Explain techniques to create bespoke business documents 3.5 Explain how to gain approval of bespoke documents
4 Understand information systems in a business environment 4.1 Explain the typical stages of information system development 4.2 Analyse the benefits and limitations of different information systems 4.3 Explain legal, security and confidentiality requirements for information systems in a business environment 4.4 Explain how to monitor the use and effectiveness of an information system
Learning Objective 1: Be able to identify personal and professional development requirements
As... more Learning Objective 1: Be able to identify personal and professional development requirements
Assessment Criteria 1.1 Compare sources of information on professional development trends and their validity 1.2 Identify trends and developments that influence the need for professional development
Learning Outcome 1: Understand business communication models, systems and process
Assessment Cri... more Learning Outcome 1: Understand business communication models, systems and process
Assessment Criteria 1.1 Analyse the communication needs of internal and external stakeholders 1.2 Analyse the different communication models that support administration 1.3 Evaluate the effectiveness of different communication systems 1.4 Explain the factors that affect the choice of communication media 1.5 Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications 1.6 Explain the factors to be taken into account in planning and structuring different communication media 1.7 Explain ways of overcoming barriers to communication 1.8 Explain the use of communications theories and body language 1.9 Explain proof-reading techniques for business communications
Learning outcome: 1 Understand the maintenance of stationery and supplies
Assessment Criteria:
1... more Learning outcome: 1 Understand the maintenance of stationery and supplies Assessment Criteria: 1.1 Describe organisational policies, procedures and levels of authority in maintaining supplies 1.2 Explain how to carry out a stock check of stationery 1.3 Describe t he types of problems that may occur with deliveries and stock items 1.4 Explain how to deal with problems that occur with deliveries and stock items 1.5 Explain the factors to take into account when ordering stationery 1.6 Explain the benefits and limitations of different potential suppliers, against organisational requirements 1.7 Explain how to calculate quantities of stationery and supplies to be ordered 1.8 Describe how to dispose of or recycle waste
Learning Outcome: 1 Understand how to develop a presentation
Assessment Criteria: 1.1 Explain bes... more Learning Outcome: 1 Understand how to develop a presentation Assessment Criteria: 1.1 Explain best practice in developing presentations 1.2 Explain who needs to be consulted on the development of a presentation 1.3 Explain the factors to be taken into account in developing a presentation 1.4 Analyse the advantages and limitations of different communication media
Learning Outcome 1 Understand how to take minutes of meetings
Assessment Criteria:
1.1 Explain t... more Learning Outcome 1 Understand how to take minutes of meetings Assessment Criteria: 1.1 Explain the purpose of different types of minutes and other meeting records 1.2 Explain the legal requirements of formal minutes 1.3 Describe organisational conventions for producing minutes 1.4 Describe the responsibilities of the minute taker in a meeting 1.5 Explain why it is important to maintain confidentiality of meetings, discussions and actions 1.6 Explain why it is necessary to record who proposed and seconded suggestions and changes
Learning Outcome 1 - Understand how to prepare business documents
Assessment Criteria:
1.1 Explai... more Learning Outcome 1 - Understand how to prepare business documents Assessment Criteria: 1.1 Explain the requirements for language, tone, image and presentation for different documents 1.2 Explain how to integrate images into documents 1.3 Describe how corporate identity impacts upon document production 1.4 Explain the requirements of data protection, copyright and intellectual property legislation relating to document production 1.5 Describe organisational procedures for version control 1.6 Describe security requirements relating to document production
Learning Objective 1: Understand the management of diary systems
Assessment Criteria:
1.1 Explai... more Learning Objective 1: Understand the management of diary systems Assessment Criteria: 1.1 Explain the importance of keeping diary systems up to date 1.2 Describe the basis on which bookings and changes are prioritised 1.3 Explain any constraints relating to making bookings for people or facilities 1.4 Describe the types of problems that can occur when managing diaries
Learning Outcome 1: Understand the organisation of business travel or accommodation for others
As... more Learning Outcome 1: Understand the organisation of business travel or accommodation for others Assessment Criteria: 1.1 Explain any budgetary or policy constraints relating to business travel or accommodation 1.2 Describe financial arrangements relating to business travel or accommodation 1.3 Explain how to make arrangements for visas and related foreign travel documentation 1.4 Describe the procedures for obtaining or exchanging foreign currency
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Assessment criteria:
1.1: Explain how different methods of promoting products and/or services impact on customer service delivery
1.2 Explain who should be involved in the organisation of customer service delivery
1.3 Explain the importance of differentiating between customers’ wants, needs and expectations
1.4 Explain different ways of segmenting customer groups
1.5 Explain how customer segmentation is used in organising customer service delivery
Assessment criteria:
1.1 Explain the scope of contract specifications
1.2 Explain the roles and interests of those who should be involved in a tender process
1.3 Analyse the legal implications of a range of types of contracts and agreements
1.4 Explain the requirements of confidentiality and data protection
1.5 Evaluate the risks associated with procurement and tendering processes
1.6 Explain the basis for the design of a tender evaluation process
Learning outcome 2 Be able to prepare specifications for contracts
2.1 Confirm the requirements for the contract specification
Assessment criteria
1.1 Explain the importance of confirming the purpose of the text and intended audience
1.2 Describe the main features of the different types of technology that can be used for playing back recordings
1.3 Explain how different speaking styles of those giving dictation can affect outputs
1.4 Explain the consequences of incorrect spelling, punctuation, grammar and sentence structure, and inaccurate content
1.5 Describe ways of checking produced texts for accuracy and correctness
1.6 Describe organisational procedures for the storage, security and confidentiality of information
Assessment Criteria
1.1 Explain the factors to be taken into account in setting evaluation criteria for the provision of business travel or accommodation
1.2 Explain different travel or accommodation-related needs and services
1.3 Explain different arrangements that could be made for the provision of business travel or accommodation
1.4 Explain the scope of legal and organisational security and confidentiality requirements relating to business travel or accommodation
Assessment Criteria:
1.1 Explain the use of bespoke business documents
1.2 Describe the factors to be taken into account in selecting the appropriate method of presenting a business document
1.3 Describe the use of technology to create bespoke business documents
1.4 Explain the purpose and requirements of corporate identity in bespoke business documents
1.5 Analyse different design techniques used to create attractive bespoke business documents
1.6 Explain the factors to be taken into account in evaluating the impact of bespoke business documents
Assessment Criteria:
5.1 Explain the principles of marketing
5.2 Explain a sales process
5.3 Explain the features and uses of market research
5.4 Explain the value of a brand to an organisation
5.5 Explain the relationship between sales and marketing
1 Understand how to manage an office facility
Assessment criteria:
1.1 Explain the legal requirements relating to the management of
office facilities
1.2 Describe the typical services provided by an office facility
1.3 Explain how to establish office management procedures
1.4 Explain how to manage office resources
1.5 Explain techniques to monitor and manage work flows
1.6 Explain typical support and welfare facilities for office workers
2 Understand health and safety in a business environment
2.1 Explain the legal obligations of the employer for health and safety in
the workplace
2.2 Explain an individual’s responsibilities for health and safety in the workplace
2.3 Describe accident and emergency procedures
3 Understand how to take minutes of meetings
3.1 Explain the purpose of meeting minutes
3.2 Explain the legal implications of meeting minutes
3.3 Explain the importance of accuracy in minute taking
3.4 Describe what should and should not be included in different types of meeting minutes
3.5 Describe how to take notes during meetings
4 Understand how to chair, lead and manage meetings
4.1 Explain the features and purpose of different types of formal and
informal meeting
4.2 Explain the role and responsibilities of the chair
4.3 Explain the role of others in a meeting
4.4 Explain techniques to facilitate a meeting
4.5 Explain the information requirements of a meeting before,
during and after a meeting
5 Understand how to supervise an administration team
5.1 Explain the use of targets and budgets to manage workloads
5.2 Explain how to allocate work to individual team members
5.3 Explain different quality management techniques to manage
the performance of an administrative team
5.4 Explain the techniques used to identify the need for improvements
in team outputs and standards
6 Understand how to organise events
6.1 Explain the characteristics, requirements and purposes of
different types of events
6.2 Explain the types of information and information sources needed to
organise an event
6.3 Explain how to plan an event
6.4 Explain how to identify the right resources from an event plan
6.5 Describe the likely types of information needed by delegates
before, during and after an event
1 Understand negotiation in a business environment
Assessment Criteria
1.1 Explain the importance of negotiation in a business environment
1.2 Explain the features and uses of different approaches to negotiation
1.3 Identify the components of negotiation tactics
2 Understand how to develop and deliver presentations
2.1 Explain the different types of presentation and their requirements
2.2 Explain how different resources can be used to develop a presentation
2.3 Explain different methods of giving presentations
2.4 Explain best practice in delivering presentations
2.5 Explain how to collect and use feedback on a presentation
3 Understand how to create bespoke business documents
3.1 Explain the characteristics of bespoke documents
3.2 Explain the factors to be taken into account in creating and presenting bespoke documents
3.3 Explain the legal requirements and procedures for gathering
information for bespoke documents
3.4 Explain techniques to create bespoke business documents
3.5 Explain how to gain approval of bespoke documents
4 Understand information systems in a business environment
4.1 Explain the typical stages of information system development
4.2 Analyse the benefits and limitations of different information systems
4.3 Explain legal, security and confidentiality requirements for
information systems in a business environment
4.4 Explain how to monitor the use and effectiveness of an information
system
Assessment Criteria
1.1 Compare sources of information on professional development trends and their validity
1.2 Identify trends and developments that influence the need for
professional development
Assessment Criteria
1.1 Analyse the communication needs of internal and external stakeholders
1.2 Analyse the different communication models that support administration
1.3 Evaluate the effectiveness of different communication systems
1.4 Explain the factors that affect the choice of communication media
1.5 Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications
1.6 Explain the factors to be taken into account in planning and structuring
different communication media
1.7 Explain ways of overcoming barriers to communication
1.8 Explain the use of communications theories and body language
1.9 Explain proof-reading techniques for business communications
Assessment Criteria:
1.1 Describe organisational policies, procedures and levels of authority
in maintaining supplies
1.2 Explain how to carry out a stock check of stationery
1.3 Describe t he types of problems that may occur with deliveries and stock items
1.4 Explain how to deal with problems that occur with deliveries and stock items
1.5 Explain the factors to take into account when ordering stationery
1.6 Explain the benefits and limitations of different potential suppliers,
against organisational requirements
1.7 Explain how to calculate quantities of stationery and supplies to be
ordered
1.8 Describe how to dispose of or recycle waste
Assessment Criteria: 1.1 Explain best practice in developing
presentations
1.2 Explain who needs to be consulted on the development of a
presentation
1.3 Explain the factors to be taken into account in developing a
presentation
1.4 Analyse the advantages and limitations of different
communication media
Assessment Criteria:
1.1 Explain the purpose of different types of minutes and other meeting
records
1.2 Explain the legal requirements of formal minutes
1.3 Describe organisational conventions for producing minutes
1.4 Describe the responsibilities of the minute taker in a meeting
1.5 Explain why it is important to maintain confidentiality of meetings, discussions and actions
1.6 Explain why it is necessary to record who proposed and seconded
suggestions and changes
Assessment Criteria:
1.1 Explain the requirements for language, tone, image and presentation for different documents
1.2 Explain how to integrate images into documents
1.3 Describe how corporate identity impacts upon document production
1.4 Explain the requirements of data protection, copyright and intellectual property legislation relating to document production
1.5 Describe organisational procedures for version control
1.6 Describe security requirements relating to document production
Assessment Criteria:
1.1 Explain the importance of keeping diary systems up to date
1.2 Describe the basis on which bookings and changes are prioritised
1.3 Explain any constraints relating to making bookings for people or
facilities
1.4 Describe the types of problems that can occur when managing diaries
Assessment Criteria:
1.1 Explain any budgetary or policy constraints relating to business travel or accommodation
1.2 Describe financial arrangements relating to business travel or
accommodation
1.3 Explain how to make arrangements for visas and related foreign travel documentation
1.4 Describe the procedures for obtaining or exchanging foreign currency
Assessment criteria:
1.1: Explain how different methods of promoting products and/or services impact on customer service delivery
1.2 Explain who should be involved in the organisation of customer service delivery
1.3 Explain the importance of differentiating between customers’ wants, needs and expectations
1.4 Explain different ways of segmenting customer groups
1.5 Explain how customer segmentation is used in organising customer service delivery
Assessment criteria:
1.1 Explain the scope of contract specifications
1.2 Explain the roles and interests of those who should be involved in a tender process
1.3 Analyse the legal implications of a range of types of contracts and agreements
1.4 Explain the requirements of confidentiality and data protection
1.5 Evaluate the risks associated with procurement and tendering processes
1.6 Explain the basis for the design of a tender evaluation process
Learning outcome 2 Be able to prepare specifications for contracts
2.1 Confirm the requirements for the contract specification
Assessment criteria
1.1 Explain the importance of confirming the purpose of the text and intended audience
1.2 Describe the main features of the different types of technology that can be used for playing back recordings
1.3 Explain how different speaking styles of those giving dictation can affect outputs
1.4 Explain the consequences of incorrect spelling, punctuation, grammar and sentence structure, and inaccurate content
1.5 Describe ways of checking produced texts for accuracy and correctness
1.6 Describe organisational procedures for the storage, security and confidentiality of information
Assessment Criteria
1.1 Explain the factors to be taken into account in setting evaluation criteria for the provision of business travel or accommodation
1.2 Explain different travel or accommodation-related needs and services
1.3 Explain different arrangements that could be made for the provision of business travel or accommodation
1.4 Explain the scope of legal and organisational security and confidentiality requirements relating to business travel or accommodation
Assessment Criteria:
1.1 Explain the use of bespoke business documents
1.2 Describe the factors to be taken into account in selecting the appropriate method of presenting a business document
1.3 Describe the use of technology to create bespoke business documents
1.4 Explain the purpose and requirements of corporate identity in bespoke business documents
1.5 Analyse different design techniques used to create attractive bespoke business documents
1.6 Explain the factors to be taken into account in evaluating the impact of bespoke business documents
Assessment Criteria:
5.1 Explain the principles of marketing
5.2 Explain a sales process
5.3 Explain the features and uses of market research
5.4 Explain the value of a brand to an organisation
5.5 Explain the relationship between sales and marketing
1 Understand how to manage an office facility
Assessment criteria:
1.1 Explain the legal requirements relating to the management of
office facilities
1.2 Describe the typical services provided by an office facility
1.3 Explain how to establish office management procedures
1.4 Explain how to manage office resources
1.5 Explain techniques to monitor and manage work flows
1.6 Explain typical support and welfare facilities for office workers
2 Understand health and safety in a business environment
2.1 Explain the legal obligations of the employer for health and safety in
the workplace
2.2 Explain an individual’s responsibilities for health and safety in the workplace
2.3 Describe accident and emergency procedures
3 Understand how to take minutes of meetings
3.1 Explain the purpose of meeting minutes
3.2 Explain the legal implications of meeting minutes
3.3 Explain the importance of accuracy in minute taking
3.4 Describe what should and should not be included in different types of meeting minutes
3.5 Describe how to take notes during meetings
4 Understand how to chair, lead and manage meetings
4.1 Explain the features and purpose of different types of formal and
informal meeting
4.2 Explain the role and responsibilities of the chair
4.3 Explain the role of others in a meeting
4.4 Explain techniques to facilitate a meeting
4.5 Explain the information requirements of a meeting before,
during and after a meeting
5 Understand how to supervise an administration team
5.1 Explain the use of targets and budgets to manage workloads
5.2 Explain how to allocate work to individual team members
5.3 Explain different quality management techniques to manage
the performance of an administrative team
5.4 Explain the techniques used to identify the need for improvements
in team outputs and standards
6 Understand how to organise events
6.1 Explain the characteristics, requirements and purposes of
different types of events
6.2 Explain the types of information and information sources needed to
organise an event
6.3 Explain how to plan an event
6.4 Explain how to identify the right resources from an event plan
6.5 Describe the likely types of information needed by delegates
before, during and after an event
1 Understand negotiation in a business environment
Assessment Criteria
1.1 Explain the importance of negotiation in a business environment
1.2 Explain the features and uses of different approaches to negotiation
1.3 Identify the components of negotiation tactics
2 Understand how to develop and deliver presentations
2.1 Explain the different types of presentation and their requirements
2.2 Explain how different resources can be used to develop a presentation
2.3 Explain different methods of giving presentations
2.4 Explain best practice in delivering presentations
2.5 Explain how to collect and use feedback on a presentation
3 Understand how to create bespoke business documents
3.1 Explain the characteristics of bespoke documents
3.2 Explain the factors to be taken into account in creating and presenting bespoke documents
3.3 Explain the legal requirements and procedures for gathering
information for bespoke documents
3.4 Explain techniques to create bespoke business documents
3.5 Explain how to gain approval of bespoke documents
4 Understand information systems in a business environment
4.1 Explain the typical stages of information system development
4.2 Analyse the benefits and limitations of different information systems
4.3 Explain legal, security and confidentiality requirements for
information systems in a business environment
4.4 Explain how to monitor the use and effectiveness of an information
system
Assessment Criteria
1.1 Compare sources of information on professional development trends and their validity
1.2 Identify trends and developments that influence the need for
professional development
Assessment Criteria
1.1 Analyse the communication needs of internal and external stakeholders
1.2 Analyse the different communication models that support administration
1.3 Evaluate the effectiveness of different communication systems
1.4 Explain the factors that affect the choice of communication media
1.5 Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications
1.6 Explain the factors to be taken into account in planning and structuring
different communication media
1.7 Explain ways of overcoming barriers to communication
1.8 Explain the use of communications theories and body language
1.9 Explain proof-reading techniques for business communications
Assessment Criteria:
1.1 Describe organisational policies, procedures and levels of authority
in maintaining supplies
1.2 Explain how to carry out a stock check of stationery
1.3 Describe t he types of problems that may occur with deliveries and stock items
1.4 Explain how to deal with problems that occur with deliveries and stock items
1.5 Explain the factors to take into account when ordering stationery
1.6 Explain the benefits and limitations of different potential suppliers,
against organisational requirements
1.7 Explain how to calculate quantities of stationery and supplies to be
ordered
1.8 Describe how to dispose of or recycle waste
Assessment Criteria: 1.1 Explain best practice in developing
presentations
1.2 Explain who needs to be consulted on the development of a
presentation
1.3 Explain the factors to be taken into account in developing a
presentation
1.4 Analyse the advantages and limitations of different
communication media
Assessment Criteria:
1.1 Explain the purpose of different types of minutes and other meeting
records
1.2 Explain the legal requirements of formal minutes
1.3 Describe organisational conventions for producing minutes
1.4 Describe the responsibilities of the minute taker in a meeting
1.5 Explain why it is important to maintain confidentiality of meetings, discussions and actions
1.6 Explain why it is necessary to record who proposed and seconded
suggestions and changes
Assessment Criteria:
1.1 Explain the requirements for language, tone, image and presentation for different documents
1.2 Explain how to integrate images into documents
1.3 Describe how corporate identity impacts upon document production
1.4 Explain the requirements of data protection, copyright and intellectual property legislation relating to document production
1.5 Describe organisational procedures for version control
1.6 Describe security requirements relating to document production
Assessment Criteria:
1.1 Explain the importance of keeping diary systems up to date
1.2 Describe the basis on which bookings and changes are prioritised
1.3 Explain any constraints relating to making bookings for people or
facilities
1.4 Describe the types of problems that can occur when managing diaries
Assessment Criteria:
1.1 Explain any budgetary or policy constraints relating to business travel or accommodation
1.2 Describe financial arrangements relating to business travel or
accommodation
1.3 Explain how to make arrangements for visas and related foreign travel documentation
1.4 Describe the procedures for obtaining or exchanging foreign currency