The course begins with a detailed investigation of the contemporary business environment, discussing the functions and objectives of administrative systems. Candidates study the characteristics of an effective administrative system, the potential consequences of ineffective admin and the primary roles and responsibilities of key office management personnel.

A variety of important business documents are introduced and examined in the second module, in which candidates consider the structure and purpose of several formal letters and communications. The importance of accuracy and appropriate tonality is discussed, along with helpful guidelines for more effective proofreading and the cornerstones of effective internal and external communications.

Module three turns attention to performance management, outlining a series of helpful tools and techniques for boosting individual employee performance and wider team performance. The benefits of a high-performing team are discussed, along with several common reasons for substandard team performance and the importance of motivation in a business environment.

Learners are then guided through the process of organizing and managing several different types of business meetings. The importance of choosing an appropriate venue and time for any given meeting is discussed, along with how to combat common problems when organizing meetings and the cornerstones of an effective, engaging and worthwhile meeting.

The art of effective team management is discussed at length in module five, which examines the benefits and potential drawbacks of team-based work. Potential barriers to effective team performance are presented and discussed, along with the role of the office manager in motivating and inspiring every member of the team to perform at their highest level.

An introduction to change management follows in module six, which focuses primarily on the inevitability of change and the potential benefits of change in a business environment. The consequences of failing to adapt appropriately to change are also discussed, along with a detailed breakdown of the ‘change cycle’ and its component stages.

Module seven examines the direct relationship between customer relationship management and wider business performance. The importance of building and maintaining strong customer relations is discussed, along with the concepts of ‘positive’ and ‘negative’ customers, how customer relations can impact a broader PR strategy and how to restore faith in dissatisfied or unhappy customers.

Concluding the course, module eight provides an intensive introduction to the functions, objectives and logistics of risk management. Candidates study each stage of the risk management and mitigation process in depth, while considering the potential consequences of substandard risk management, the components of an effective risk management strategy and the ‘Four Ts’ of risk management (Tolerate, Transfer, Treat, Terminate).