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

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• flyers/posters. The candidate should understand the components that make up a ‘house style’ in terms of font type and size, layout and formatting. Outcome 4 Know the procedures to be followed when producing documents 1. The candidate should be able to identify the importance of gaining full information in order to produce documents efficiently, accurately and to deadline across the range identified in learning outcome 3.2. Reasons in terms of: • efficiency • accuracy • organisation’s reputation. 2. The candidate will need to understand the message conveyed by the standard of the documents produced. 3. They should be able to describe the importance of accuracy in • figures • dates/times • names • addresses and contact details and the possible outcomes if these are not accurate. Documents may be checked using • spell check • grammar check • proof-reading • track changes. 4. The candidate needs to state the types of information that are sensitive and the requirements of Data Protection Act in protecting personal information. 5. They should be able to explain practical procedures to take to keep confidential information secure, both paper-based and electronic. 6. Types of documents eg: • messages • minutes of meetings • letters • reports • memos • e-mails • faxes • newsletters • posters • notices. Candidates will need to be aware of conventional formats as well as house styles required by the organisation. 7. Both own notes and those of others, using • first drafts – checking and clarification • second drafts – proof-reading and approval • final documents. 70 Level 2 and 3 Diploma in Business Support (4475-12/13)
Unit 204 Principles of supporting change in a business environment Level: 2 Credit value: 1 UAN: L/601/7641 Unit aim This unit is about the reasons for change in working methods, products or services in a business environment and the knowledge and understanding needed to support change in a positive way. Learning outcomes There are three learning outcomes to this unit. The learner will: 1. Understand why change happens in a business environment 2. Understand the purpose of supporting change in a business environment 3. Understand how to respond to change in a business environment Guided learning hours It is recommended that 8 hours should be allocated for this unit, although patterns of delivery are likely to vary. Details of the relationship between the unit and relevant national standards This unit is linked to the Business and Administration NOS BAA111. Support of the unit by a sector or other appropriate body This unit was developed by the Council for Administration. Assessment This unit will be assessed by: • an externally set and internally marked assignment. Level 2 and 3 Diploma in Business Support (4475-12/13) 71
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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
Page 21 and 22: Outcome 4 Be able to use browser so
Page 23 and 24: Unit 102 Using email Learning outco
Page 25 and 26: 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: • to inform • to explain/educat
Page 75 and 76: Unit 204 Principles of supporting c
Page 77 and 78: Unit 205 Principles of supporting b
Page 79 and 80: • use of open body language such
Page 81 and 82: Unit 206 Principles of maintaining
Page 83 and 84: Unit 207 Principles of working in t
Page 85 and 86: Outcome 6 Understand how performanc
Page 87 and 88: 4. Explain in terms of complying wi
Page 89 and 90: Unit 208 Delivery of effective cust
Page 91 and 92: Unit 208 Delivery of effective cust
Page 93 and 94: called formal feedback. All staff i
Page 95 and 96: • show sensitivity to the needs a
Page 97 and 98: 5.6 Codes of Practice - sector code
Page 99 and 100: Unit 209 Supporting the customer se
Page 101 and 102: Unit 209 Supporting the customer se
Page 103 and 104: Written communication is eg letter,
Page 105 and 106: • understand the problem • iden
Page 107 and 108: Unit 210 Using email Level: 2 Credi
Page 109 and 110: Unit 210 Using email Teaching guida
Page 115 and 116: Unit 212 Word processing software L
Page 117 and 118: Unit 212 Word processing software T
Page 119 and 120: Unit 213 Spreadsheet software Level
Page 121 and 122: 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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Unit 307 Principles of working in t
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Unit 307 Principles of working in t
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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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