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

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Unit 102 Using email Level: 1 Credit value: 2 UAN: J/502/4299 Unit aim This is the ability to make the best use of e-mail software to safely and securely send, receive and store messages. On completion of this unit a candidate should be able to understand and use a range of basic e-mail software tools to send, receive and store messages for straightforward or routine activities. E-mail tools and techniques will be defined as ‘basic’ because: • the software tools and functions will be predetermined or commonly used; and • the techniques used will be familiar or commonly undertaken. Learning outcomes There are two learning outcomes to this unit. The learner will: 1 Be able to use e-mail software tools and techniques to compose and send messages 2 Be able to manage incoming email effectively Guided learning hours It is recommended that 15 hours should be allocated for this unit. This may be on a full-time or parttime basis. Details of the relationship between the unit and relevant national occupational standards This unit is linked to the Level 1 IT User NOS devised by e-Skills UK. Support of the unit by a sector or other appropriate body This unit was developed by e-Skills UK. Assessment This unit will be assessed as specified in the e-Skills IT User Assessment Strategy 2009. 20 Level 2 and 3 Diploma in Business Support (4475-12/13)
Unit 102 Using email Learning outcomes and assessment criteria Outcome 1 Be able to use e-mail software tools and techniques to compose and send messages The learner can: 1 use software tools to compose and format e-mail messages 2 attach files to e-mail messages 3 send e-mail messages 4 identify how to stay safe and respect others when using e-mail 5 use an address book to store and retrieve contact information Outcome 2 Be able to manage incoming email effectively The learner can: 1 follow guidelines and procedures for using e-mail 2 identify when and how to respond to e-mail messages 3 read and respond to e-mail messages appropriately 4 identify what messages to delete and when to do so 5 organise and store e-mail messages 6 respond appropriately to common e-mail problems Level 2 and 3 Diploma in Business Support (4475-12/13) 21
Page 1 and 2: Level 2 and 3 Diploma in Business S
Page 3 and 4: Level 2 and 3 Diploma in Business S
Page 5 and 6: Contents 1 Introduction 5 2 Centre
Page 7 and 8: 1 Introduction This document contai
Page 9 and 10: Unit accreditation number City & Gu
Page 11 and 12: 2 Centre requirements This section
Page 13 and 14: 3 Course design and delivery 3.1 In
Page 15 and 16: City & Guilds unit Unit title Asses
Page 17 and 18: Unit 101 Using the Internet Level:
Page 19 and 20: Unit 101 Using the Internet Learnin
Page 21: Outcome 4 Be able to use browser so
Page 25 and 26: Unit 103 Using collaborative techno
Page 27 and 28: Unit 103 Using collaborative techno
Page 29 and 30: Unit 104 Word processing software L
Page 31 and 32: Unit 104 Word processing software T
Page 33 and 34: Unit 105 Spreadsheet software Level
Page 35 and 36: Unit 105 Spreadsheet software Teach
Page 37 and 38: Unit 106 Database software Level: 1
Page 39 and 40: Unit 106 Database software Teaching
Page 41 and 42: Unit 107 Presentation software Lear
Page 43 and 44: Outcome 3 Be able to prepare slides
Page 45 and 46: Unit 108 Desktop publishing softwar
Page 47 and 48: • Manipulate images and graphic e
Page 49 and 50: Unit 109 Data management software L
Page 51 and 52: Unit 201 Principles of personal res
Page 53 and 54: Outcome 6 Understand the purpose of
Page 55 and 56: Support in terms of • advice •
Page 57 and 58: • meeting deadlines and targets
Page 59 and 60: Unit 202 Principles of providing ad
Page 61 and 62: Outcome 7 Understand diary manageme
Page 63 and 64: • franking • weighing • addre
Page 65 and 66: • documentation requirements •
Page 67 and 68: • attitude and behaviour • conf
Page 69 and 70: Unit 203 Principles of managing inf
Page 71 and 72: • 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 211 Using collaborative techno
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Unit 211 Using collaborative techno
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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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Unit 303 Principles of managing inf
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Unit 303 Principles of managing inf
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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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• who has access to them • when
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Unit 305 Principles of project mana
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Unit 305 Principles of project mana
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Unit 306 Principles of contributing
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Outcome 4 Understand the process of
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from the Treasury via government de
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Unit 308 Principles of budgets in a
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3. The candidate should explain: Ti
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Unit 309 Principles of customer ser
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Negative behaviour on the part of t
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4 Complaints should be viewed in a
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4 There are various types of contra
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Unit 310 Developing and improving t
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4 A SWOT analysis considers the str
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• Customer charter - is the organ
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Unit 311 Word processing software L
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• create and amend forms, merge a
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Unit 312 Spreadsheet software Learn
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• pivot tables and charts • jud
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Unit 313 Presentation software Lear
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• interactive elements • edit p
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Unit number/title Unit number/outco
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Unit number/title Unit number/outco
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Useful contacts UK learners General
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Level 2 and 3 Diploma in Business Support (4475-12/13)

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