Level 2 and 3 Diploma in Business Support (4475-12/13)

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Published by City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)844 543 0000 F +44 (0)20 7294 2413 www.cityandguilds.com City & Guilds is a registered charity established to promote education and training HB-01-4475
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Level 2 and 3 Diploma in Business S
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Level 2 and 3 Diploma in Business S
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Contents 1 Introduction 5 2 Centre
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1 Introduction This document contai
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Unit accreditation number City & Gu
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2 Centre requirements This section
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3 Course design and delivery 3.1 In
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City & Guilds unit Unit title Asses
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Unit 101 Using the Internet Level:
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Unit 101 Using the Internet Learnin
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Outcome 4 Be able to use browser so
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Unit 102 Using email Learning outco
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Unit 103 Using collaborative techno
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Unit 104 Word processing software L
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Unit 104 Word processing software T
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Unit 105 Spreadsheet software Level
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Unit 105 Spreadsheet software Teach
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Unit 106 Database software Level: 1
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Unit 106 Database software Teaching
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Unit 107 Presentation software Lear
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Outcome 3 Be able to prepare slides
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Unit 108 Desktop publishing softwar
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• Manipulate images and graphic e
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Unit 109 Data management software L
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Unit 201 Principles of personal res
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Outcome 6 Understand the purpose of
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Support in terms of • advice •
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• meeting deadlines and targets
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Unit 202 Principles of providing ad
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Outcome 7 Understand diary manageme
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• franking • weighing • addre
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• documentation requirements •
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• attitude and behaviour • conf
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Unit 203 Principles of managing inf
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• to inform • to explain/educat
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Unit 204 Principles of supporting c
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Unit 204 Principles of supporting c
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Unit 205 Principles of supporting b
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• use of open body language such
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Unit 206 Principles of maintaining
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Unit 207 Principles of working in t
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Outcome 6 Understand how performanc
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4. Explain in terms of complying wi
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Unit 208 Delivery of effective cust
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Unit 208 Delivery of effective cust
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called formal feedback. All staff i
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• show sensitivity to the needs a
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5.6 Codes of Practice - sector code
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Unit 209 Supporting the customer se
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Unit 209 Supporting the customer se
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Written communication is eg letter,
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• understand the problem • iden
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Unit 210 Using email Level: 2 Credi
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Unit 210 Using email Teaching guida
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Unit 212 Word processing software L
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Unit 212 Word processing software T
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Unit 213 Spreadsheet software Level
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Unit 213 Spreadsheet software Teach
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Unit 214 Database software Level: 2
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Unit 214 Database software Teaching
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Unit 215 Presentation software Leve
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Unit 215 Presentation software Teac
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Unit 216 Data management software L
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Unit 216 Data management software T
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Unit 217 Introduction to notice pro
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Outcome 6 understand the concept &
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Unit 217 Introduction to notice pro
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Unit 301 Principles of personal res
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Outcome 5 Understand the types of p
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• professional associations • h
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Outcome 4 Understand how to evaluat
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Unit 302 Principles of working with
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Unit 302 Principles of working with
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• legal requirements • record k
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Unit 304 Principles of providing an
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Outcome 7 Understand how to manage
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• economy • ease of use • com
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Page 167 and 168: Unit 305 Principles of project mana
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Page 171 and 172: Unit 306 Principles of contributing
Page 173 and 174: Outcome 4 Understand the process of
Page 175 and 176: Unit 307 Principles of working in t
Page 177 and 178: Unit 307 Principles of working in t
Page 179 and 180: from the Treasury via government de
Page 181 and 182: Unit 308 Principles of budgets in a
Page 183 and 184: 3. The candidate should explain: Ti
Page 185 and 186: Unit 309 Principles of customer ser
Page 187 and 188: Negative behaviour on the part of t
Page 189 and 190: 4 Complaints should be viewed in a
Page 191 and 192: 4 There are various types of contra
Page 193 and 194: Unit 310 Developing and improving t
Page 195 and 196: 4 A SWOT analysis considers the str
Page 197 and 198: • Customer charter - is the organ
Page 199 and 200: Unit 311 Word processing software L
Page 201 and 202: • create and amend forms, merge a
Page 203 and 204: Unit 312 Spreadsheet software Learn
Page 205 and 206: • pivot tables and charts • jud
Page 207 and 208: Unit 313 Presentation software Lear
Page 209 and 210: • interactive elements • edit p
Page 211 and 212: Unit number/title Unit number/outco
Page 213 and 214: Unit number/title Unit number/outco
Page 215: Useful contacts UK learners General
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Level 2 and 3 Diploma in Business Support (4475-12/13)

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