Quality Licence SchemeLevel 3 Personal Assistant (P.A) Skills Diploma

Level 3 Personal Assistant (P.A) Skills Diploma

Module 1: The Role of a PA

In this first module of the diploma you will explore the role of a PA in both small companies and large corporations. The module focuses on the various roles and duties that a PA will be expected to carry out and also how to develop PA skills through goal setting and building self-confidence. This module also explores the importance of professional networking and includes an overview of health and safety considerations and protocols in the professional environment.

Module 2: Communication

This second module will help you to understand the importance of effective communication within the professional environment. The module also explores how to manage a breakdown of communication within a working team and how to manage sensitive information.

This module discusses verbal and non-verbal techniques, including;

• Body Language,
• Mirroring,
• Eye contact,
• Posture,
• Listening skills,
• Telephone skills.

Module 3: Information, Communication and Technology

This module will help you to explore how to use technology to create business documents such as letters, emails and spreadsheets. The unit includes discussion of;

• Word processing software,
• Formatting,
• Graphics,
• Spreadsheet construction,
• Presentation software,
• Creating databases.

Throughout this module there are study activities which will help you to practice the skills and processes outlined in the module and these exercises will form part of the end of unit assessment. The knowledge and skills learners learn in this unit will be drawn on in future study units.

Module 4: Presentations and Social Media

In the fourth module we will explore the role of a PA. In the role of PA you will be expected to compile and research presentations, and you will also be expected to present them on. Therefore, in this module you will explore how to prepare for a presentation; methods of research that you might want to use and how to conduct yourself during a presentation. This module also looks at the influence of social networking and social media in the role of a PA and discusses sites such as;

• Twitter,
• Facebook,
• LinkedIn.

Module 5: Organisation and Management

In the fifth Module we explore an important area of the PA role. Stress is a serious condition that can affect employees at all levels, this module explores techniques that a PA can use to reduce and control stress risks through the management and organisation of workloads. This module also explores the following areas;

• Time management,
• How to prioritise work,
• Managing stress,
• Developing organisational skills.

Module 6: Meeting and Event Planning

Organising meetings, or event planning, can be a daunting task. In this module of the diploma we explore how to prepare for meetings and also how to plan and arrange events. The module also includes discussion of how to run a successful meeting, event, and also how to evaluate functions. This unit discusses the following areas;

• Location,
• Agenda setting,
• Attendees,
• Supporting documentation required,
• Budget.

Module 7: Meetings and Minute Taking

This seventh module of the diploma explores another key area of the PA role. The benefits of minute taking at meetings and explores effective techniques for this process. The module discusses different methods of recording meetings, technological aids, and what to do with the meeting minutes once the meeting has ended.

Module 8: Recruitment Process

As part of the role of a PA you may be required to participate in the recruitment of new support staff. The eighth module of the diploma therefore explores the recruitment process and interview techniques such as the STAR (Situation, Task, Action and Result) technique. In this module you will also learn how design a job advertisement, how to evaluate applicants and CV’s and also techniques you can use to arrange assessment days for potential employees. In addition, you will also learn how to keep records of interviews and how to interpret the results to ensure that the right person is hired for the job.

Module 9: Human Resources and Relationships

This penultimate module explores the role of the Human Resources Department and how it is linked to the role of a PA. The module also includes discussion of the following areas;

• Handling sensitive information
• Confidentiality
• Employees rights

The module also explores how to manage relationships in the professional environment whilst respecting established office politics and practices. You will also have the opportunity to evaluate and interpret case studies and decide upon any action and their results in this part of the course.

Module 10: Managing Professional Conflict

This final module of the course explores the potential for professional conflicts when dealing with both clients and fellow employees. The module explores different management and problem solving techniques that can be used when dealing with conflict in its verbal and non-verbal forms. You will also have the opportunity to read and evaluate case studies of conflict and difficult behaviours and to develop your own solutions in this part of the course.