The management context requires one to pay deliberate attention to aspects of communication, as these pertain to generic communication skills, but specifically to aspects of business communication. The purpose of this module is therefore to build competence relating to team communication in the workplace, organisational communication, verbal skills, writing skills (specifically as these relate to the context of contact centre management), and competence regarding language usage in a larger business context.

The purpose of the module is to enable students to apply a variety of listening and note-taking skills for academic and professional purposes and use different reading strategies appropriate to the purpose of reading in both an academic and professional environment. They will learn to compose a selection of written texts related to a specific field of study and plan, draft, revise and edit written work for clarity, coherence, style and appropriateness. Students will get the skills to present information orally in a variety of academic and professional situations, such as employment interviews, participation in problem-solving activities, and individual and group presentations related to the intended field of employment.

This module is designed to equip students with fundamental knowledge of the management functions required to manage the administrative environment effectively. We create an understanding of the nature of management, functions of management and basic management principles that are important for the effective running of an office. On completion, students will be equipped to manage the administrative environment effectively through various management functions.

The module will provide learners with the competencies required to establish an effective administrative work environment. Learners will acquire the ability to handle administrative activities according to the organisational policies, procedures and systems. The necessary skills to promote professionalism, efficiency, consistency, responsibility, accountability and an ethical climate within the work environment will be acquired. On completion, learners will be equipped with a better understanding of issues of governance and administrative procedures as well as policies in the specific work environment.

This module will equip learners with the knowledge of the administrative support needed to manage the administrative environment effectively. The understanding of front office duties as well as strategies for handling both internal and external customers. On completion, learners will be equipped with the necessary knowledge of time management techniques. A successful candidate will be equipped with the required knowledge to deal with basic front-office duties in a professional manner. These administrative office support duties include time management, assertiveness, and personal productivity.

This module will teach students to manage organisational events professionally. This would include the planning, organising, control and budgeting of events organisation. Such events could be meetings, social functions and also national travel arrangements. This module, through the provision of academic and work-integrated learning opportunities, provides learners with a competitive edge. These opportunities expose students to the creative and business aspects of events management providing a foundation for learners to enter employment with applicable skills and relevant knowledge.

This module provides students with the competency to apply business etiquette in relevant situations. Students will also be equipped with skills to apply ethics and manage conflict to ensure professionalism in the work environment. On completion, students will demonstrate the ability to apply business etiquette in relevant situations. They will be able to apply ethics and manage conflict to ensure professionalism in the work environment.

The module aims to teach students about the different types of storage devices, emphasising the importance of storing and managing stored files or information. We look at the input and output devices and the importance of distinguishing between the input and input devices as well as output and output devices. The module will address the importance of using the Internet to search for information, the use of Wi-Fi connectivity, and distinguishing between the Internet and the World Wide Web. We will teach the students about the use of different productivity software applications such as Microsoft Word (word processor), Excel (spreadsheet) and PowerPoint (presentations). We will perform troubleshooting in different situations, and acquire fundamental ICT principles of computers in order to excel in the digital world of End User Computing.

The learner will acquire foundational knowledge on creating presentations with appropriate organisational information in the form of slideshows comprising objects, graphics, and multimedia. It will support the learner’s ability to apply different formatting techniques and modify and edit business presentations. The emphasis of this module is to provide a platform for students to acquire knowledge and skill, and to guide students into the world of work as a contact centre professional. Students will learn how to apply their knowledge to the business world and the contact centre environment in the managerial functions specific to their trade.

This module includes foundational knowledge regarding data processing with the aim of equipping a learner with sound knowledge associated with the use of spreadsheets, including functionalities, such as formulas, functions, formatting and charts. The collection and manipulation of items of data to produce meaningful information is articulated.

The module provides interdisciplinary skills in the basic competency level of production and productivity (speed typing, keyboarding, VOIP) and word processing applications (e.g. MS Word). The module will also provide foundational knowledge regarding word processing and information processing with the aim of document creation as well as the editing and formatting of content at a production rate according to industry standards. The acquisition, recording, organisation, retrieval, display, protection, and dissemination of information are articulated. The ability to create reports, sales letters, business plans, blogs, web content, forecasts and more at a production rate is introduced. Keyboarding techniques and productivity drills are introduced to assist in increasing the learners’ production and productivity in the workplace. The emphasis on the practical modules is to provide a platform for students where they could be developed to acquire knowledge and to guide students into the world of work as contact centre workers. Students will learn how to apply their knowledge to the business world and the contact centre environment in the managerial functions specific to their trade.

Foundational knowledge of cloud-based productivity and collaboration applications that integrate business applications in the field of contact centre management is articulated. The module is designed to provide knowledge regarding collaboration and management software by means of an introduction to core functions which include email, calendaring, contact management, and cloud collaboration software.