ProQua Level 1 Certificate in Business Administration Course inIslamabad || Registration Open

ProQua Level 1 Certificate in Business Administration Course in Islamabad|| Registration Open

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Introduction

The Level 1 Certificate in Business Administration qualification provides a nationally

recognised qualification for anyone working in an administrative role.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body

is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for

this qualification has been approved by the Welsh Government for use by centres in Wales

and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by

centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualifications Framework (RQF)

and provides a progression route to higher level or discipline related qualifications.

Qualification Profile

Level 1 Certificate in Business Administration

Qualification title ProQual Level 1 Certificate in Business Administration

Ofqual qualification number 601/4753/2

Level 1

Total qualification time 250 hours

Guided learning hours 151

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/11/2014

Qualification end date

Entry Requirements

There are no formal entry requirements for this qualification.

Centres should carry out an initial assessment of candidate skills and knowledge to identify

any gaps and help plan the assessment.

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Qualification Structure

Candidates must achieve 25 credits – 17 credits from the Mandatory Group A and a

minimum of 8 credits from Optional Group B.

Mandatory Group A

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/506/1804 Principles of business communication 1 3

D/506/1794 Health and safety in a business environment 1 2

F/506/1805 Principles of business administration 1 3

L/506/1791 Principles of personal performance and development 1 3

R/506/1792 Principles of working in a business environment 1 4

Y/506/1793 Work with others in a business environment 1 2

Group B – Optional Units

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/506/1799 Meet and welcome visitors in a business environment 1 2

H/506/1795 Manage time and workload 1 1

K/506/1796 Use a telephone and voicemail system 1 2

K/506/1801 Handle mail 1 1

M/506/1797 Prepare text from notes 1 2

T/506/1803 Use office equipment 1 2

H/506/1893 Communication in a business environment 2 3

L/506/1905 Employee rights and responsibilities 2 2

R/506/1811 Store and retrieve information 2 4

Y/506/1809 Produce business documents 2 3

J/502/4299 Using email 1 2

L/502/4627 Word processing software 1 3

A/506/2113 Deal with customer queries, requests and problems 1 3

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Centre Requirements

Centres must be approved to offer this qualification. If your centre is not approved please

complete and submit form ProQual Additional Qualification Approval Application.

Staff

Staff delivering this qualification must be appropriately qualified and/or occupationally

competent.

Assessors/Internal Quality Assurance

For each competence-based unit centres must be able to provide at least one assessor and

one internal verifier who are suitably qualified for the specific occupational area. Assessors

and internal verifiers for competence-based units or qualifications will normally need to

hold appropriate assessor or verifier qualifications, such as:

  • Award in Assessing Competence in the Work Environment
  • Award in Assessing Vocationally Related Achievement
  • Certificate in Assessing Vocational Achievement
  • Award in the Internal Quality Assurance of Assessment Processes and Practices
  • Certificate in Leading the Internal Quality Assurance of Assessment Processes and

Practices

Support for Candidates

Materials produced by centres to support candidates should:

  • enable them to track their achievements as they progress through the learning

outcomes and assessment criteria;

  • provide information on where ProQual’s policies and procedures can be viewed;
  • provide a means of enabling Internal and External Quality Assurance staff to

authenticate evidence

Assessment

This qualification is competence-based, candidates must demonstrate the level of

competence described in the units. Assessment is the process of measuring a candidate’s

skill, knowledge and understanding against the standards set in the qualification.

The qualification must be assessed by an appropriately experienced and qualified assessor.

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Each candidate is required to produce a portfolio of evidence which demonstrates their

achievement of all of the learning outcomes and assessment criteria for each unit.

Evidence can include: – observation report by assessor

– assignments/projects/reports

– professional discussion

– witness testimony

– candidate product

– worksheets

– record of oral and written questioning

– Recognition of Prior Learning

Learning outcomes set out what a candidate is expected to know, understand or be able to

do.

Assessment criteria specify the standard a candidate must meet to show the learning

outcome has been achieved.

Learning outcomes and assessment criteria can be found from page 8.

Internal Quality Assurance

An internal quality assurance verifier confirms that assessment decisions made in centres

are made by competent and qualified assessors, that they are the result of sound and fair

assessment practice and that they are recorded accurately and appropriately.

Adjustments to Assessment

Adjustments to standard assessment arrangements are made on the individual needs of

candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets

out the steps to follow when implementing reasonable adjustments and special

considerations and the service that ProQual provides for some of these arrangements.

Centres should contact ProQual for further information or queries about the contents of the

policy.

Results Enquiries and Appeals

All enquiries relating to assessment or other decisions should be dealt with by centres, with

reference to ProQual’s Enquiries and Appeals Procedures.

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Certification

Candidates who achieve the required credits for qualifications will be awarded:

  • A certificate listing all units achieved with their related credit value, and
  • A certificate giving the full qualification title –

ProQual Level 1 Certificate in Business Administration

Claiming certificates

Centres may claim certificates for candidates who have been registered with ProQual and

who have successfully achieved the required number of credits for a qualification. All

certificates will be issued to the centre for successful candidates.

Unit certificates

If a candidate does not achieve all of the units/credits required for a qualification, the centre

may claim a unit certificate for the candidate which will list all of the units/credits achieved.

Replacement certificates

If a replacement certificate is required a request must be made to ProQual in writing.

Replacement certificates are labelled as such and are only provided when the claim has

been authenticated. Refer to the Fee Schedule for details of charges for replacement

certificates.

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Learning Outcomes and Assessment Criteria

Unit A/506/1804

Principles of business communication

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know how to use a telephone and

voicemail system in a business

environment

1.1 State the features of a telephone and

voicemail system

1.2 State how a telephone and voicemail system

should be used

1.3 State expected standards of behaviour when

using a telephone

1.4 Identify the type of information that should

be given when transferring calls and leaving

messages

2 Know how to communicate with

others in a business environment

2.1 Outline different methods of business

communication

2.2 State why it is necessary to use different

methods of communication

2.3 Outline the importance of accuracy and

clarity when writing and speaking

3 Know how to produce business

documents

3.1 State the purpose of different types of

business documents

3.2 State the different techniques for producing

business documents

3.3 Outline the importance of using correct

spelling, punctuation, grammar and word

order in documents

4 Know how to store and retrieve

information

4.1 Describe different types of information

storage and backup systems

4.2 State the different ways in which information

can be indexed and stored

4.3 Describe the different ways in which

information can be retrieved and presented

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

4.4 State the purpose of cross-referencing

information

4.5 Outline the possible consequences of poor

information storage

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Unit D/506/1794

Health and safety in a business environment

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand health and safety

responsibilities in a business

environment

1.1 State health and safety responsibilities of

employers

1.2 State their own responsibilities for health

and safety in the business environment

1.3 State the occupational health and safety

guidelines to be followed when using a

keyboard and visual display unit

1.4 Explain the importance of complying with

health and safety requirements

2 Know how to work in a safe way in

a business environment

2.1 Identify possible health and safety hazards in

the business environment

2.2 Describe ways in which accidents can be

avoided in the business environment

2.3 Outline why it is important to report hazards

and accidents that occur in the business

environment

2.4 Outline organisational emergency health and

safety procedures

3 Be able to comply with health and

safety requirements in a business

environment

3.1 Use approved techniques to prevent strain or

injury when carrying out work activities

3.2 Take action to ensure that their own conduct

does not endanger others

3.3 Follow manufacturers or organisational

instructions for the use of equipment,

materials and products

3.4 Follow organisational procedures and legal

requirements to minimise risks to health and

safety

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Unit F/506/1805

Principles of business administration

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know how to meet and

welcome visitors in a business

environment

1.1 State the different ways in which to make visitors

welcome

1.2 State the importance of dealing with visitors

promptly and courteously

1.3 Outline the purpose of recording visitors’ arrival

and departure

1.4 Describe possible health, safety and security

requirements relevant to visitors’ arrival

1.5 Describe the different types of needs that visitors

may have

1.6 Describe ways of dealing with challenging

behaviour from visitors’

2 Know how provide mail

services

2.1 State what is meant by “junk” mail

2.2 State the factors to be taken into account when

choosing postage methods

2.3 Describe different methods of paying postage

charges

2.4 Outline the purpose of a franking machine

2.5 State the different types of mail used in business

2.6 State why it is important to distribute and dispatch

mail efficiently and to the correct persons

3 Know how to use office

equipment

3.1 Describe the features and uses of different types

of office equipment

3.2 State why it is important to adhere to

manufacturers’ instructions and organisational

procedures when using office equipment

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Describe how equipment and the work area

should be left after use

3.4 Describe ways to minimise waste in the use of

resources

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Unit L/506/1791

Principles of personal performance and development

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know employees’ rights and

employers’ expectations

1.1 State an organisation’s expectations for the

conduct of its employees

1.2 State an employee’s rights in relation to

their employment

1.3 State why it is important to work within

employees’ rights and employers’

expectations

1.4 State where to find information and advice

on employees’ rights and employers’

expectations

2 Know how to manage their own

work

2.1 Describe ways of managing allocated tasks

to ensure they are completed on time

2.2 State the purpose of keeping other people

informed of progress and problems with

work activities

2.3 Explain the importance of accepting

responsibility for one’s own work

2.4 State the limits of their own responsibilities

at work

2.5 State what to do when a problem arises

with work activities

3 Know ways of managing and

improving personal performance

and development

3.1 State the purpose and benefits of personal

development at work

3.2 Describe the purpose of individual and team

goals and targets

3.3 Explain the use of personal development

plans

3.4 Explain the importance of fulfilling a

personal development plan

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

3.5 Outline a manager’s role in an individual’s

personal development

3.6 Outline relevant personal development

opportunities and career paths within the

organisation

3.7 Describe how acting on feedback can

benefit a team and organisation

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Level 1 Certificate in Business Administration

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Unit R/506/1792

Principles of working in a business environment

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know the purpose and structure of

business organisations

1.1 State the purposes of different types of

business organisations

1.2 Explain why it is important for a business

to be financially secure

1.3 State the purposes of an organisational

chart

1.4 Describe the role of the main functional

areas of business organisations

2 Know how to contribute to

environmental sustainability within an

organisation

2.1 State what is meant by “environmental

sustainability”

2.2 Explain why it is important to keep waste

to a minimum

2.3 Describe practices that may be used to

minimise waste in a business

environment

2.4 State the standard procedures to be

followed when recycling and disposing of

waste

3 Know how to support equality and

diversity within an organisation

3.1 State the meaning of the terms “equality”

and “diversity”

3.2 State why it is important to support

equality and diversity in the work

environment

3.3 Describe ways of behaving that show

sensitivity and respect for other people

3.4 State the legal requirements relating to

equality and diversity

4 Know the requirements of

confidentiality and security in an

organisation

4.1 State the importance of maintaining

organisational standards of

confidentiality

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

4.2 Outline how confidentiality requirements

affect the workplace

4.3 State the importance of maintaining

organisational standards of security

4.4 Outline how security requirements affect

the workplace

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Unit Y/506/1793

Work with others in a business environment

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know how to work with others

in a business environment

1.1 Describe how their own role fits in with the role

of others in their team

1.2 Describe how their own behaviour can affect

teamwork

1.3 Describe behaviours that show trust, respect and

consideration for others

1.4 Outline the importance of following instructions

when completing tasks

1.5 State the importance of understanding authority

at work

1.6 State why it is important to behave in a way that

does not cause conflict

1.7 State what to do if problems occur when working

with others

1.8 Describe different ways to help colleagues with

work activities

2 Be able to work with others in a

business environment

2.1 Meet agreed deadlines, targets and quality

standards

2.2 Maintain expected standards of performance

2.3 Act positively on feedback on own performance

2.4 Treat others with courtesy and respect

2.5 Follow organisational policies and procedures

and legal requirements whilst working with

others

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Unit A/506/1799

Meet and welcome visitors in a business environment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to meet

visitors in a business

environment

1.1 State an organisation’s procedures for dealing with

visitors

1.2 Describe the standards of personal behaviour and

presentation that an organisation should expect from

staff that meet and welcome visitors

1.3 Identify any organisational health, safety and security

requirements relevant to visitors

1.4 Describe what to do and who to contact when

problems with visitors arise

2 Be able to meet visitors in

a business environment

2.1 Welcome visitors politely in accordance with

organisational standards

2.2 Confirm the identity of visitors and the reasons for

their visit

2.3 Check that any health, safety and security actions are

carried out

2.4 Record visitors’ arrival and departure in accordance

with organisational procedures

2.5 Inform those who are being visited of the arrival of

their visitor(s) in accordance with organisational

standards

2.6 Present a positive personal image in accordance with

organisational standards

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Unit H/506/1795

Manage time and workload

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to manage

their own time and

workload

1.1 Describe ways of managing time and workload

1.2 State why it is important to the organisation and the

individual that time and workload are managed

effectively

1.3 State why it is important to seek work and offer help

to others

1.4 Describe how seeking help from colleagues can help in

managing workload

1.5 Describe why it is important to accept responsibility

for their own mistakes

2 Be able to manage time

and workload

2.1 Use time management techniques to manage the

completion of tasks

2.2 Finish tasks within the allotted timescale

2.3 Inform team members of progress and developments

of work activities

2.4 Ask for work when existing tasks have been

completed

2.5 Report problems beyond their own level of authority

to the appropriate person

2.6 Follow organisational procedures and legal

requirements when managing time and workload

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Level 1 Certificate in Business Administration

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Unit K/506/1796

Use a telephone and voicemail system

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to use a

telephone and voicemail

system

1.1 Outline how a caller’s experiences affect their view of

an organisation

1.2 Outline organisational standards and procedures for

communicating on the telephone

1.3 State the importance of following organisational

standards and procedures when making and receiving

telephone calls

1.4 State organisational fault reporting procedures

1.5 Describe why it is important to follow security and data

protection procedures when using a telephone system

1.6 State the information to be given out when transferring

calls, taking or leaving messages

1.7 State organisational guidelines for deleting voicemail

messages

2 Be able to make

telephone calls

2.1 Identify the reason for making a call

2.2 Obtain the name and number(s) of the person to be

contacted

2.3 Communicate information to achieve the call

objective(s)

2.4 Communicate in a way that meets organisational

standards and guidelines

3 Be able to receive

telephone calls

3.1 Identify the caller in accordance with organisational

procedures

3.2 Deal with calls in accordance with organisational

procedures

3.3 Pass calls to the right person/department

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Level 1 Certificate in Business Administration

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.4 Take messages when the person to be contacted is

unavailable

3.5 Represent an organisation in a way that meets the

required standards and guidelines

4 Be able to use voicemail

systems

4.1 Use voicemail systems in accordance with

manufacturers’ instructions

4.2 Keep the voicemail message system up to date

4.3 Pass on accurate messages in accordance with

organisational policies

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit K/506/1801

Handle mail

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to deal with

mail

1.1 State to whom in an organisation mail should be delivered

1.2 State what to do in the event of problems arising when

dealing with mail

1.3 State organisational policies on mail handling and security

1.4 Describe the organisational procedures for reporting

suspicious or damaged items

2 Be able to deal with

incoming mail

2.1 Sort incoming mail according to addressees’ details

2.2 Distribute incoming mail to the right people within the

agreed schedule

2.3 Deal with incorrectly addressed and “junk” mail in

accordance with organisational procedures

3 Be able to deal with

outgoing mail

3.1 Collect outgoing mail on time

3.2 Prepare packages for distribution

3.3 Despatch outgoing mail on time

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit M/506/1797

Prepare text from notes

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know how to prepare text

from notes

1.1 Describe the different types of business documents

that can be produced from notes

1.2 Describe responsibilities and procedures for

agreeing, producing and checking text

1.3 State the potential consequences of producing

inaccurate text

1.4 State organisational procedures for the storage,

security and confidentiality of text

2 Be able to produce text from

own or others’ notes

2.1 Produce accurate text from notes in the required

format and to agreed timescales

2.2 Check that the text is an accurate depiction of the

notes

2.3 Check that the text has correct spelling,

punctuation, grammar and sentence structure

2.4 Store texts and original notes in accordance with

organisational procedures

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Level 1 Certificate in Business Administration

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Unit T/506/1803

Use office equipment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to use

office equipment

1.1 State how to choose equipment and resources for a task

1.2 Describe organisational procedures for keeping equipment

clean, hygienic and replenished with consumables

2 Be able to use office

equipment

2.1 Follow manufacturers’ instructions and organisational

procedures when using office equipment

2.2 Keep equipment clean, hygienic and replenished with

consumables

2.3 Minimise wastage in the use of resources

2.4 Take action to ensure the work area is left to agreed

standards ready for the next user

2.5 Report faults and problems to the right person promptly

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit H/506/1893

Communication in a business environment

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the requirements of

written and verbal business

communication

1.1 Explain why different communication methods

are used in the business environment

1.2 Describe the communication requirements of

different audiences

1.3 Explain the importance of using correct

grammar, sentence structure, punctuation,

spelling and conventions in business

communications

1.4 Explain the importance of using appropriate

body language and tone of voice when

communicating verbally

2 Be able to produce written

business communications

2.1 Identify the nature, purpose, audience and use

of the information to be communicated

2.2 Use communication channels that are

appropriate to the information to be

communicated and the audience

2.3 Present information in the format that meets

the brief

2.4 Adhere to agreed business communication

conventions and degree of formality of

expression when producing documents

2.5 Produce business communications that are

clear, accurate and correct

2.6 Meet agreed deadlines in communicating with

others

3 Be able to communicate

verbally in business

environments

3.1 Identify the nature, purpose, recipient/s and

intended use of the information to be

communicated

3.2 Use language that is appropriate for the

recipient’s needs

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Level 1 Certificate in Business Administration

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Use body language and tone of voice to

reinforce messages

3.4 Identify the meaning and implications of

information that is communicated verbally

3.5 Confirm that a recipient has understood

correctly what has been communicated

3.6 Respond in a way that is appropriate to the

situation and in accordance with organisational

policies and standards

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Level 1 Certificate in Business Administration

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Unit L/506/1905

Employee rights and responsibilities

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the role of

organisations and industries

1.1 Explain the role of their own occupation within

an organisation and industry

1.2 Describe career pathways within their

organisation and industry

1.3 Identify sources of information and advice on

an industry, occupation, training and career

pathway

1.4 Describe an organisation’s principles of conduct

and codes of practice

1.5 Explain issues of public concern that affect an

organisation and industry

1.6 Describe the types, roles and responsibilities of

representative bodies and their relevance to

their own role

2 Understand employers’

expectations and employees’

rights and obligations

2.1 Describe the employer and employee statutory

rights and responsibilities that affect their own

role

2.2 Describe an employer’s expectations for

employees’ standards of personal presentation,

punctuality and behaviour

2.3 Describe the procedures and documentation

that protect relationships with employees

2.4 Identify sources of information and advice on

employment rights and responsibilities

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit R/506/1811

Store and retrieve information

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand information

storage and retrieval

1.1 Describe systems and procedures for storing and

retrieving information

1.2 Outline legal and organisational requirements for

information security and retention

1.3 Explain how to create filing systems to facilitate

information identification and retrieval

1.4 Explain how to use different search techniques to

locate and retrieve information

1.5 Describe what to do when problems arise when

storing or retrieving information

2 Be able to gather and store

information

2.1 Gather the information required within the agreed

timescale

2.2 Store files and folders in accordance with

organisational procedures

2.3 Store information in approved locations

2.4 Adhere to organisational policies and procedures,

legal and ethical requirements

3 Be able to retrieve

information

3.1 Confirm information to be retrieved and its

intended use

3.2 Retrieve the required information within the agreed

timescale

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit Y/506/1809

Produce business documents

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to

prepare business

documents

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

2 Be able to prepare

business documents

2.1 Identify the purpose, audience, content, style, format

and deadlines of a document

2.2 Use document production resources in line with

organisational guidelines

2.3 Use correct grammar, spelling, punctuation and

sentence structure

2.4 Produce documents that meet the requirements within

the agreed timescale

3 Be able to distribute

business documents

3.1 Provide final documents in the appropriate medium for

authorised readers

3.2 Specify restrictions and distribution lists in accordance

with the requirements

3.3 Maintain the requirements of security in the

production, distribution and storage of documents

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Level 1 Certificate in Business Administration

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Unit J/502/4299

Using Email

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Use e-mail software tools and techniques

to compose and send messages

1.1 Use software tools to compose and

format e-mail messages

1.2 Attach files to e-mail messages

1.3 Send e-mail messages

1.4 Identify how to stay safe and respect

others when using e-mail

1.5 Use an address book to store and

retrieve contact information

2 Manage incoming email effectively 2.1 Follow guidelines and procedures for

using e-mail

2.2 Identify when and how to respond to

e-mail messages

2.3 Read and respond to e-mail messages

appropriately

2.4 Identify what messages to delete and

when to do so

2.5 Organise and store e-mail messages

2.6 Respond appropriately to common email problems

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit L/502/4627

Word Processing Software

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Enter, edit and combine text and other

information accurately within word

processing documents

1.1 Identify what types of information are

needed in documents

1.2 Identify what templates are available and

when to use them

1.3 Use keyboard or other input method to

enter or insert text and other information

1.4 Combine information of different types or

from different sources into a document

1.5 Enter information into existing tables,

forms and templates

1.6 Use editing tools to amend document

content

1.7 Store and retrieve document files

effectively, in line with local guidelines

and conventions where available

2 Structure information within word

processing documents

2.1 Create and modify tables to organise

tabular or numeric information

2.2 Select and apply heading styles to text

3 Use word processing software tools to

format and present documents

3.1 Identify what formatting to use to

enhance presentation of the document

3.2 Select and use appropriate techniques to

format characters and paragraphs

3.3 Select and use appropriate page layout to

present and print documents

3.4 Check documents meet needs, using IT

tools and making corrections as necessary

ProQual, November 2017

Level 1 Certificate in Business Administration

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Unit A/506/2113

Deal with customer queries, requests and problems

Learning Outcome – The learner

will:

Assessment Criterion – The learner can:

1 Know how to deal with

customer queries, requests

and problems

1.1 List queries and requests that customers are likely

to have

1.2 Describe how to identify customers’ queries,

requests and problems

1.3 Describe how to behave and communicate with

customers who are dissatisfied

1.4 Describe the kinds of behaviour and

communication that could make a situation worse

1.5 Describe when, why and from whom to obtain

information or help

1.6 State to whom and when problems should be

referred

2 Be able to deal with

customers’ queries and

requests

2.1 Deal with queries and requests in a professional

way

2.2 Provide customers with responses to their queries

within the limits of their own authority

2.3 Obtain information or help when queries or

requests cannot be answered

2.4 Keep customers informed of progress

3 Be able to deal with

customers’ problems

3.1 Identify the nature of customers’ problems

3.2 Communicate with customers calmly and

confidently

3.3 Resolve problems within the limits of their own

authority

ProQual, November 2017

Level 1 Certificate in Business Administration

33

Learning Outcome – The learner

will:

Assessment Criterion – The learner can:

3.4 Brief colleagues when referring problems

3.5 Check that customers are satisfied with the actions

taken

3.6 Adhere to organisational policies and procedures,

legal and ethical requirements when dealing with

customers’ problems

 

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