The Executive Office Skills - Level 2 Course is designed for senior office staff who wish to be able to manage office operations effectively and supervise the work of others in an office environment.

On successful completion of this course students will receive an accredited Level 2 Certificate of Achievement.


This Course Will show you how to:

  • Introduce the benefits of good customer care

  • Explore ways of handling complaints and difficult customers

  • Demonstrate customer care in face to face and written forms of contact

  • Raise awareness of good practice in personnel administration

  • Explore the techniques of recruitment and interviewing

  • Demonstrate the need for staff record keeping

  • Explain data protection legislation

  • Develop project management techniques

  • Introduce team selection techniques

  • Develop an understanding of body language

  • Develop listening skills

  • Demonstrate letter writing skills

  • Practice good telephone communication skills

  • Explain the training cycle

  • Demonstrate training methods and techniques

The Home Study Courses Include the Following 5 Units:-

  • Unit One – Customer Service

The following topics are covered: Face to face contact, Dealing with awkward customers, Where are you? Dealing with complaints, Complaints policy, Do’s and don’ts of complaint handling, Is the customer always right? Dangerous contact and Person to person contact.

  • Unit Two – Personnel Administration

The following topics are covered: The work cycle, Recruiting, Short listing, Checklist on interview, Contract of employment, Personnel files, Data protection, Job descriptions, Health and safety and Staff security.

  • Unit Three – Module Three – Project Management

The following topics are covered: Defining a project, Work structures, Choosing your team, Resourcing the information, Who does what and Gantt charts.

  • Unit Four – Communications

The following topics are covered: Body language, Appearances can be deceptive, Emphasis on words, Listening skills, Letter writing, Using the telephone and Getting the message.

  • Unit Five – Training Administration

The following topics are covered: The training cycle, Who benefits from training, Planning training, Training methods, Training environment, Equipment, Visual aids and Evaluation.

Course Duration:

Students may register at any time and have a full year to complete their studies. The home study courses will take approximately 80 hours of study to complete.


There are no particular entry requirements.

Technical Support:

Once you have enrolled, you will have access to your own personal tutor by mail or email. You will receive full tutor support for a 12 month period.


At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this 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 3 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

Information on level descriptors can be found on the Ofqual's level descriptors page.

The course itself has been designed by Kendal Publishing to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards & Certa Awards 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.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales

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