51ºÚÁÏ

Key Topics for Each Week Introduction to Office Administration Understanding the Role of Office Administration Learning to Organize Files and Records Exploring Scheduling and Time Management Using Office Tools and Equipment Developing Professional Communication Skills Understanding Data Entry Basics Managing Incoming and Outgoing Correspondence Learning Meeting Preparation and Support Creating Simple Reports and Documents Practicing Problem-Solving in Office Scenarios Improving Team Collaboration in Office Tasks Understanding Office Policies and Procedures Handling Confidential Information Securely Building Customer Service Skills in an Office Environment Learning Digital Organization Tools Practicing Routine Office Procedures Preparing for Office Skills Assessment Finalizing an Office Administration Portfolio Final Showcase and Reflection Steps to Develop Resources for Unit B13 PowerPoints (Weeks 1–20): Weekly presentations covering office tasks, tool usage, and key administrative skills. Includes objectives, activities, and discussion prompts. Assignment Brief: Learning Aims: A: Understand the key principles of office administration. B: Develop and demonstrate routine office administration skills. Tasks will include performing administrative tasks and reflecting on performance. Student Workbook: Includes guided activities and templates for: Organizing files and schedules. Practicing administrative tasks like correspondence and data entry. Reflecting on skills and improving workflows. Teacher Task Sheets: Assessment tools for evaluating students’ administrative skills and performance.

Unit B12 focuses on developing students’ skills in effectively communicating with customers, both in writing and verbally, to provide excellent service and resolve issues. Weekly Lesson Plan for Unit B12 Key Topics for Each Week Introduction to Customer Communication Understanding Customer Needs Exploring Verbal Communication Skills Improving Active Listening Developing Written Communication Skills Using Professional Language Handling Customer Inquiries Managing Difficult Conversations Resolving Customer Complaints Using Technology to Communicate with Customers Creating Customer Service Guidelines Practicing Role-Plays for Verbal Communication Designing Templates for Written Responses Evaluating the Impact of Communication on Customer Satisfaction Learning from Customer Feedback Building Empathy in Customer Communication Managing Time in Customer Interactions Improving Non-Verbal Communication Preparing for a Customer Service Assessment Final Showcase and Reflection PowerPoints (Weeks 1–20): Weekly presentations focusing on communication skills, customer interactions, and building empathy. Includes objectives, activities, and discussion prompts. Assignment Brief: Learning Aims: A: Understand the importance of effective communication with customers. B: Develop and demonstrate communication skills to handle customer interactions. Tasks will involve role-plays, written responses, and creating guidelines. Student Workbook: Includes guided activities and templates for: Practicing verbal and written communication. Role-playing customer interactions. Reflecting on communication skills and feedback. Teacher Task Sheets: Assessment tools for evaluating students’ communication skills in various scenarios.