PROFICIENCY CERTIFICATE COURSE IN SECRETARIAL STUDIES AND FRONT OFFICE MANAGEMENT

PROFICIENCY CERTIFICATE COURSE IN SECRETARIAL STUDIES AND FRONT OFFICE MANAGEMENT

  Total Duration:8- 12 weeks (2-3 months)

   Weekly Commitment: 2hours per day

   Course Fee: 15,000 Kenya Shillings

Course Overview

This course is designed to provide individuals with the skills and knowledge needed to excel in secretarial and front office roles. The curriculum covers office administration, communication skills, customer service, scheduling, document management, and professional etiquette. By the end of the course, students will be able to efficiently manage front office operations and perform secretarial duties with confidence and professionalism.

Course Duration and Cost

• Total Duration: 12 weeks (3 months) Weekly Commitment: 4 hours per week
• Course Fee: 15,000 Kenya Shillings

Course Objectives

• Understand the fundamentals of office administration and front office management.
• Develop strong communication and interpersonal skills.
• Gain proficiency in using office software and tools.
• Learn effective customer service techniques.
• Master scheduling, meeting coordination, and document management.
• Enhance professional etiquette and workplace behavior.

Course Outline

Week 1: Introduction to Secretarial Studies and Front Office Management

• Overview of secretarial and front office roles
• Importance of effective front office management
• Basic office layout and equipment
• Key responsibilities of secretaries and front office staff

Week 2: Office Administration

• Principles of office management
• Organizing and maintaining office records
• Office policies and procedures
• Managing office supplies and inventory
• Coordinating office activities and events

Week 3: Communication Skills

• Verbal and non-verbal communication
• Effective listening skills
• Business communication (emails, letters, memos)
• Telephone etiquette
• Handling difficult conversations and conflicts

Week 4: Customer Service Excellence

• Principles of excellent customer service
• Greeting and assisting visitors
• Managing customer inquiries and complaints
• Techniques for creating a positive customer experience
• Building rapport and professional relationships

Week 5: Office Software and Tools

• Introduction to office software (Microsoft Office, Google Workspace)
• Word processing (Microsoft Word/Google Docs)
• Spreadsheets (Microsoft Excel/Google Sheets)
• Presentations (Microsoft PowerPoint/Google Slides)
• Email and calendar management (Outlook/Gmail)

Week 6: Scheduling and Meeting Coordination

• Managing appointments and calendars
• Scheduling meetings and conferences
• Preparing agendas and meeting materials
• Taking and distributing meeting minutes
• Follow-up and action item tracking

Week 7: Document Management

• Creating and formatting professional documents
• Filing systems and document organization
• Document security and confidentiality
• Record retention policies
• Using document management software

Week 8: Professional Etiquette and Workplace Behavior

• Importance of professional behavior in the workplace
• Dress code and personal grooming
• Time management and punctuality
• Building a positive work attitude
• Ethics and professionalism in office settings

Week 9: Advanced Customer Service Techniques

• Handling high-stress situations
• Providing service to diverse customer groups
• Techniques for up selling and cross-selling
• Measuring and improving customer satisfaction
• Customer service case studies and best practices

Week 10: Advanced Office Administration

• Project management basics
• Budgeting and financial record-keeping
• Introduction to human resource functions
• Office layout and space management
• Advanced office technology (video conferencing, collaborative tools)

Week 11: Career Development and Job Search Skills

• Building a professional resume and cover letter
• Job search strategies and techniques
• Preparing for job interviews
• Networking and professional associations
• Continuing education and career advancement

Week 12: Capstone Project and Final Assessment

• Integrating skills into a final project
• Simulating a real-world office scenario
• Role-playing customer service interactions
• Document preparation and management tasks
• Final project presentation and evaluation

Assessment

• Weekly quizzes and practical assignments
• Mid-course project to apply learned skills
• Final comprehensive project integrating multiple aspects of secretarial studies and front office management

Additional Resources

• Recommended textbooks and online resources
• Access to tutorial videos and practice exercises
• Support forums and office hours for additional help

Certification

Upon successful completion of the course and assessments, students will receive a certificate of proficiency in Secretarial Studies and Front Office Management.