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

Contents
1 Introduction 5
2 Centre requirements 9
3 Course design and delivery 11
4 Assessment 12
5 Units 14
Unit 101 Using the Internet 15
Unit 102 Using email 20
Unit 103 Using collaborative technologies 23
Unit 104 Word processing software 27
Unit 105 Spreadsheet software 31
Unit 106 Database software 35
Unit 107 Presentation software 38
Unit 108 Desktop publishing software 42
Unit 109 Data management software 46
Unit 201 Principles of personal responsibilities and working in a business
environment 49
Unit 202 Principles of providing administrative services 57
Unit 203 Principles of managing information and producing documents 66
Unit 204 Principles of supporting change in a business environment 71
Unit 205 Principles of supporting business events 74
Unit 206 Principles of maintaining stationery stock 78
Unit 207 Principles of working in the public sector 81
Unit 208 Delivery of effective customer service 86
Unit 209 Supporting the customer service environment 96
Unit 210 Using email 105
Unit 211 Using collaborative technologies 109
Unit 212 Word processing software 113
Unit 213 Spreadsheet software 117
Unit 214 Database software 121
Unit 215 Presentation software 125
Unit 216 Data management software 129
Unit 217 Introduction to notice processing and information management 133
Unit 301 Principles of personal responsibilities and how to develop and evaluate
own performance at work 139
Unit 302 Principles of working with and supervising others in a business
environment 147
Unit 303 Principles of managing information and producing documents in a business
environment 151
Unit 304 Principles of providing and maintaining administrative services 157
Level 2 and 3 Diploma in Business Support (4475-12/13) 3