Secretarial LIV

Secretarial and Office Administration
LEVEL – IV
TVET CURRICULUM (Inclusive)

Based on December, 2021 (V- I) Occupational
standard (OS)
March, 2022
Addis Abeba, Ethiopia
Preface
The reformed TVET-System is an outcome-based system. It utilizes the needs of the labor
market and occupational requirements from the world of work as the benchmark and standard
for TVET delivery. The requirements from the world of work are analyzed and documented –
taking into account international benchmarking – as occupational standards (OS).
In the reformed TVET-System, curricula and curriculum development play an important role
with regard to quality driven comparable TVET-Delivery. The Curricula help to facilitate the
training process in a way, that trainees acquire the set of occupational competences (skills,
knowledge and attitude) required at the working place and defined in the occupational
standards (OS).
This curriculum has been developed by a group of professional experts from different
Regional TVET Bureaus, colleges, Industries, Institutes and universities based on the
occupational standard for Secretarial and Office Administration IV.
The curriculum development process has been actively supported and facilitated by Ministry
of Labor and Skills.
Author/Copyright : Version - I
Page 1 of 80 Secretarial and office administration
Ministry of Labor and Skills Level- IV March, 2022
TVET-Program Design
1.1. TVET-Program Title: Secretarial and Office Administration Level IV
1.2. TVET-Program Description

The Program is designed to develop the necessary knowledge, skills and attitude of the
trainees to the standard required by the occupation. The contents of this program are in line
with the occupational standard. The Trainees who successfully completed the Program will
be qualified to work as a Secretary and Office Administrator with competencies elaborated
in the respective OS. Graduates of the program will have the required qualification to work in
the LSA sector in the field of Secretarial And Office Administration.
The prime objective of this training program is to equip the Trainees with the identified
competences specified in the OS. Graduates are therefore expected to: Coordinate
Management Information System, Design and Produce Complex Business Documents,
Organize meetings, Perform office management systems, Conduct e-commerce, Coordinate
implementation of organizational Customer Service, Monitor implementation of operational
plan, Organize & monitor the operation of compliance management system, and Apply risk
management processes in accordance with the performance criteria and evidence guide
described in the OS.
1.3. TVET-Program Training Outcomes

The expected outputs of this program are the acquisition and implementation of the following
units of competences:
LSA SOA4 01 1221 Coordinate Management Information System
LSA SOA4 02 1221 Design and Produce Complex Business Documents
LSA SOA4 03 1221 Organize meetings
LSA SOA4 04 1221 Perform office management systems
LSA SOA4 05 1221 Conduct e-commerce
LSA SOA4 06 1221 Coordinate implementation of organizational Customer Service
LSA SOA4 07 1221 Monitor implementation of operational plan
LSA SOA4 08 1221 Organizee & monitor the operation of compliance management system
LSA SOA4 09 1221 Apply risk management processes
1.4. Duration of the TVET-Program

The Program will have duration of 660 hours including the on school/ Institution training
and on-the-job practice or cooperative training time. Such cooperative training based on
realities of the industry, nature of the occupation, location of the TVET institution, and other
factors will be considered in the training delivery to ensure that trainees acquire practical and
workplace experience.
Page 1 of 80 Author/Copyright : Version - I

Secretarial and office administration
Ministry of Labor and Skills March, 2022
Level- II
TVET Institution
Training Cooperative Total
S. No Unit Competency Remarks
Training Hours
Theory Practical
1. Coordinate Management Information 20 14 16 50

System
2. Design and Produce Complex 60 100 40 200
Business Documents
3. Organize meetings 21 33 16 70
4. Perform office management systems 25 23 12 60
5. Conduct e-commerce 24 32 24 80
6. Coordinate implementation of 15 19 16 50
organizational Customer Service
7. Monitor implementation of 22 16 12 50
operational plan
8. Organize & monitor the operation of 12 16 12 40
compliance management system
9. Apply risk management processes 30 18 12 60
Total hours 229 271 160 660
1.5. Qualification Level and Certification
Based on the descriptors elaborated on the Ethiopian National TVET Qualification
Framework (NTQF) the qualification of this specific TVET Program is Level IV.
The trainee can exit after successfully completing the modules in one level and will be
awarded the equivalent institutional certificate on the level completed. However, only
institutional certificate of training accomplishment will be awarded.
1.6. Target Groups

Any citizen with or without disability who meets the entry requirements under items 1.7
and capable of participating in the training activities is entitled to take part in the Program.
1.7 Entry Requirements

The prospective participants of this program are required to possess the requirements or
directive of the Ministry of Labor and Skills.
1.8 Mode of Delivery

This TVET-Program is characterized as a formal Program on middle level technical skills.
The mode of delivery is co-operative training. The time spent by the trainees in the real work
place/ industry will give them enough exposure to the actual world of work and enable them
to get hands-on experience.
The co-operative approach will be supported with school-based lecture-discussion, simulation

and actual practice. These modalities will be utilized before the trainees are exposed to the
industry environment.
Hence based on the nature of the occupation, location of the TVET institutions, and interest
of the industry alternative mode of cooperative training such as apprenticeships, internship
and traineeship will be employed. In addition, in the areas where industry is not sufficiently
available the established production and service centers/learning factories in TVET
institutions will be used as cooperative training places. The Training-Institution and identified
companies have forged an agreement to co-operate with regard to the implementation of this
program.
1.9. TVET-Program Structure
Unit of Competence Module Code & Title Training Outcomes Duration

(In Hrs.)
 Organize learning to use information
Coordinate Coordinating management system
LSA SOA4 01 1221 Management LSA SOA4 M01 0322 Management  Manage use of information or knowledge 50
Information Information management system
System System  Review use of information or knowledge
management system
Design and
Designing and  Plan and design documents
Producing  Draft text
LSA SOA4 02 1221 Produce Complex LSA SOA4 M02 0322 Complex 200
Business  Prepare final text
Business
Documents
Documents  Produce document
Organize  Make meeting arrangements
Organizing
LSA SOA4 03 1221 LSA SOA4 M03 0322  Prepare documentation for meetings 70
Meetings Meetings
 Record and produce minutes of meeting
Performing  Determine functions of office
Perform Office  Identify function of office manger
LSA SOA4 04 1221 LSA SOA M04 0322 Office 60
Management
Management  Need for office layout
Systems
Systems  Determine office Correspondence
 Meaning, nature, concepts, and reasons for
transacting online
Conduct Conducting  Types of E-Commerce.
LSA SOA4 051221 LSA SOA4 M05 0322 80
E-Commerce E-Commerce  Technologies used in E-commerce
 E- payments system
 Online business transactions
Coordinate  Advise on customer service needs
Coordinating
LSA SOA4 061221 Implementation LSA SOA4 M06 0322 Implementation of  Support implementation of Organizational 50
of Organizational Organizational customer service
Customer Service Customer Service  Evaluate and report on customer service
 Plan and organise workflow
Monitor Monitoring
 Implement operational plan
Implementation Implementation
LSA SOA4 071221 LSA SOA4 M07 0322  Monitor and improve workplace operations 50
of Operational of Operational
 Maintain workplace records
Work Plan Work Plan
 Solve problems and make decisions
 Identify compliance roles and
Organize and Organizing and responsibilities
Monitor the Monitoring the  Organize the operation of the compliance
Operation of Operation of program/management system
LSA SOA4 081221 LSA SOA4 M08 0322  Monitor the operation of the compliance 40
Compliance Compliance
program/management system
Management Management
 Document the operation and monitoring of
System System the compliance program/management
system
 Identify risks
Apply Risk Applying Risk
 Analyze and evaluate risks
LSA SOA4 091221 Management LSA SOA4 M09 0322 Management  Treat risks 60
Processes Processes  Monitor and review effectiveness of risk
treatment/s
In Institution Training 500
Cooperative Training (two weeks) 160
Total Training Hours 660
*The time duration (Hours) indicated for the module should include all activities in and out of the TVET institution.
1.10 Institutional Assessment
Two types of evaluation will be used in determining the extent to which training outcomes
are achieved. The specific training outcomes are stated in the modules. In assessing them,
verifiable and observable indicators and standards shall be used.
The formative assessment is incorporated in the training modules and form part of the
training process. Formative evaluation provides the trainee with feedback regarding success
or failure in attaining training outcomes. It identifies the specific training errors that need to
be corrected, and provides reinforcement for successful performance as well. For the teacher,
formative evaluation provides information for making instruction and remedial work more
effective.
Summative Evaluation the other form of evaluation is given when all the modules in the
program have been accomplished. It determines the extent to which competence have been
achieved. And, the result of this assessment decision shall be expressed in the term of
institutional Assessment implementation guidelines..
Techniques or tools for obtaining information about trainees’ achievement include oral or
written test, demonstration and on-site observation.
1.11 TVET Teachers Profile

The trainers conducting this particular TVET Program are A Level and who have
satisfactory practical experiences or equivalent qualifications.
LEARNING MODULE 01
TVET-PROGRAMME TITLE: Secretarial and Office Administration Level IV
MODULE TITLE: Coordinating Management Information System
MODULE CODE: LSA SOA4 M01 0322
NOMINAL DURATION: 50 Hours
MODULE DESCRIPTION: This module describes the performance outcomes, skills and
knowledge required to organize learning to use an information management system and to
manage the use of the system
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Organize learning to use information management system
LO2. Manage use of information or knowledge management system
LO3. Review use of information or knowledge management system
MODULE CONTENTS:
LO1. Organize learning to use information management system (12hrs)
1.1 Identifying Learning needs of personnel and stakeholders
1.1.1Using Information or Knowledge management systems
1.2 Identifying and securing resources
1.3 Organizing and facilitating learning activities
1.4 Promoting and supporting use of the system
1.5 Monitoring and documenting learning activities
LO2. Manage use of information or knowledge management system(12hrs)

2.1 Ensuring implementation of policies & procedures
2.1.1 Monitoring compliance, effectiveness and efficiency
2.1.2 Sharing or disposing of knowledge
2.2 Addressing issues and problems
2.3 Monitoring Integration and alignment with data and information systems
2.4 Collecting Information on achievement of performance measures
2.5 Managing Contingencies
LO3. Review use of information or knowledge management system (10hrs)

3.1 Analyzing system and report on strengths and limitations
3.1.1 Applying SWOT and PESTLE analysis
3.1.2 Commercial confidentiality
3.2 Reviewing business and operational plan
3.3 Making recommendations for improvement
Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment
Lecture-  Provide large print text  Assign sign language  Organize the class room  Organize the class room
discussion  Prepare the lecture in Audio/video interpreter seating arrangement to be seating arrangement to be
 Organize the class room seating arrangement  Arrange the class room seating accessible to trainees accessible for wheelchairs
to be accessible to trainees to be conducive for eye to eye  Speak loudly users.
 Write short notes on the black/white board contact  Ensure the attention of the  Facilitate and support the
using large text  Make sure the luminosity of trainees trainees who have severe
 Make sure the luminosity of the light of class the light of class room is kept  Present the lecture in video impairments on their upper
room is kept  Introduce new and relevant format limbs to take note
 Use normal tone of voice vocabularies  Ensure the attention of the  Provide Orientation on the
 Encourage trainees to record the lecture in  Use short and clear sentences trainees physical feature of the
audio format  Give emphasis on visual work shop
 Provide Orientation on the physical feature of lecture and ensure the
the work shop attention of the trainees
 Summarize main points  Avoid movement during
lecture time
 Present the lecture in video
format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear & short  Facilitate and support the
 Use verbal description  Use video recorded material method trainees having severe
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded upper limbs impairment to
guidance  Provide structured training material operate equipments/
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of the machines
 Prepare & use simulation  Use gesture trainees  Assign peer trainees to
 provide tutorial support  provide tutorial support assist
(if necessary) (if necessary)  Conduct close follow up
 provide tutorial support
(if necessary
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the integration of  Introduce the trainees with
discussion group members  Facilitate the integration of trainees with group their peers
 Conduct close follow up trainees with group members members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow up
member  Introduce the trainees with  Introduce the trainees with
 Brief the thematic issues of the work other group member other group member
 Inform the group members
to speak loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow up  Assign peer trainees
 Provide tutorial support if necessary guidance and guidance  Use additional nominal
 provide special attention in the process  Provide tutorial support if  Provide tutorial support if hours if necessary
necessary necessary
 provide special attention in  provide special attention
the process/practical training in the process/ practical
 Introduce new and relevant training
vocabularies
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded  Provide visual recorded
 Facilitate the trainees to prepare and submit material material
the assignment in soft or hard copy
ASSESSMENT METHODS:
Interview  Use sign language interpreter  Speak loudly  Use written response as
 Ensure or conform whether the  Using sign language interpreter if an option for the trainees
proper communication was necessary having speech
conducted with the trainee challenges
through the service of the sign
language interpreter
 Use short and clear questioning
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using short  Prepare the exam using short sentences,  Use oral response as an
 Use interview as an option if sentences, multiple choices, multiple choices, true or false, matching option to give answer for
necessary True or False, matching and and short answers if necessary. trainees having severe
 Prepare the exam in audio format short answers upper limb impairment
 Assign human reader  Avoid essay writing  Time extension for
 (if necessary)  Time extension trainees having severe
 Time extension upper limb impairment
Demonstration/  Brief the instruction or provide  Use sign language interpreter  Provide activity based assessment  Provide activity based
Observation them in large text  Brief on the instruction of the  Brief on the instruction of the exam assessment
 Time extension exam  Use loud voice  Conduct close follow up
 Provide activity-based/  Time extension  Time extension
practical assessment method
 Time extension
ASSESSMENT CRITERIA:
LO1. Organize learning to use information management system
 Learning needs of relevant personnel and stakeholders for input into, and use of, an
information management systems are identified
 Human, financial and physical resources required for learning activities to use an
information or knowledge management system identified and secured
 Learning activities Organized and facilitated
 Use of the system throughout the organization is promoted and supported
 Effectiveness of learning activities are monitored and documented
LO2. Manage use of information or knowledge management system

 Implementation of policies and procedures for the information management system
are monitored for compliance, effectiveness and efficiency is ensured
 Implementation issues and problems as they arise Addressed
 Integration and alignment with data and information systems are monitored
 Information on achievement of performance measures are collected
 Contingencies such as system failure or technical difficulties by accessing technical
specialist help as required managed
LO3. Review use of information or knowledge management system

 Effectiveness of system and report on strengths and limitations of the system are
analyzed
 Business and operational plan and determine how effectively the system is
contributing to intended outcomes are reviewed
 Recommendations for improvement to system, policy or work practices Made
Annex: Resource Requirements
LSA SOA4 M01 0322 Coordinate Management Information System
Item Description/ Quant Recommended Ratio

Category/Item
No. Specifications ity (Item: Trainee)
A. Learning Materials
1. TTLM TTLM prepared by 25 1:1

the trainer
2. Reference Books
Management information by Gane, Laudon,
2.1 system: managing the digital Kenneth C. Laudon 5 1:5
firm, published 1991
B. Learning Facilities & Infrastructure
1 Lecture room 6mx7m 1 1:25
2. Simulation room/Model office 4mx5m 1 1:25
3 Library Common for all
4. Internet access
5. Telephone access Fixed/wireless 1:25
C. Consumable Materials
1. Microsoft Office Software 2010-2016 5 1:5

package
2 Amharic Software. 2010 and above 5 1:5
3 Envelops different size 25 1:1
4 Labels different size 25 1:1
5 Color papers A4 1doz 1:25
6 Printing Paper /white/ 1pac
A4 1;25
k
7 Toner Depend on the
1pcs 1:25
printer
8 Transparency Paper A4 2doz 1:1
9 Plastic binding ring Different size 2doz 1:1
10 Back cover hard paper A4 2doz 1:1
11 Keyboard Mavis Computer Mavis Beacon 5 1:5
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1
16 Marker /white board 1pcs 1:5
17 Marker/permanent 1pcs 1:5
18 White board Duster 2pcs
19 Flip chart 2pcs 1:1
20. Air freshener 3pic
D. Tools and Equipment
1. Desktop computer Dell 7010 26 1:1
2. Computer desk 26 1:1
3. Computer table 26 1:1
4 Lap top computer 5
5 Security camera CCTV camera 1 1:25
6 File cabinet Wooden with 4 1 1:25

drawers
7 LCD projector Epson 1 1:25
8 Paper tray Mica Made 1 1:25
9 Hard File Kent 5 1:5
10 Fax machine HP 1 1:25
11 Printer HP 1 1:25
12 Divider Power king 10 1:3
13 USB Cable 5 1:5
14 Flash disk T-max 64Gb 5
15 Photocopier Canon 1 1:25
16 Scanner HP 1 1:25
17. Binding machine 1 1:25
18 Stapler 2 2:25
19 Puncher 1 1:25
20 Laminating machine 1 1:25
21 Shredder 1 1:25
22 Antiglare /computer screen
26 1:1
glass/
23 Scientific Calculator 5
24 Dictation Machine 1 1:25
25 Answering Machine 1 1:25
LEARNING MODULE 02
MODULE TITLE: Designing and Producing Complex Business Documents
NOMINAL DURATION: 200hrs
knowledge required to plan documents, draft text, prepare, design and produce complex business
documents.
LEARNING OUTCOMES
LO1. Plan and design documents
LO2. Draft text
LO3. Prepare final text
LO4. Produce document
LEARNING CONTENTS:
LO1. Plan and design documents(20hrs)
1.1. Determining the purposes and objective of documents
1.2. Choosing formats for documents
1.3. Establishing means of communication
1.4. Determining the requirements of documents
1.5. Determining categories and logical sequences of data, information and knowledge
1.6.Developing overview of structure and content of documents
LO2. Draft text(40hrs)

2.1. Reviewing structure and content
2.2. Summarizing and interpreting data
2.3. applying graphics
2.4. Identifying gaps
2.5. Drafting text
2.6. Using appropriate language.
LO3. Prepare final text(50hrs)

3.1. Reviewing draft text
3.2. Editing document
3.3. Processing text amendments
3.4. Approving draft text
LO4. Produce document (50hrs)

4.1. Choosing basic design elements
4.2. Using word processing software
4.3. Checking production of documents
Learning Methods:
impaired
Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating room seating
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be arrangement to be
to be accessible to trainees contact accessible to trainees accessible for
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly wheelchairs users.
using large text light of class room is kept  Ensure the attention  Facilitate and support
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees the trainees who have
room is kept vocabularies  Present the lecture in severe impairments on
 Use normal tone of voice  Use short and clear sentences video format their upper limbs to
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention take note
audio format and ensure the attention of the of the trainees  Provide Orientation
 Provide Orientation on the physical feature of trainees on the physical feature
the work shop  Avoid movement during lecture of the work shop
 Summarize main points time
format
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support
 Use verbal description  Use video recorded material short method the trainees having
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded severe upper limbs
guidance  Provide structured training material impairment to operate
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention equipments/ machines
 Prepare & use simulation  Use gesture of the trainees  Assign peer trainees to
 provide tutorial support  provide tutorial assist
(if necessary) support  Conduct close follow
(if necessary) up
 provide tutorial
support
(if necessary
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees
discussion group members  Facilitate the integration of integration of with their peers
 Conduct close follow up trainees with group members trainees with group
 Introduce the trainees with other group  Conduct close follow up members
member  Introduce the trainees with other  Conduct close follow
 Brief the thematic issues of the work group member up
 Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional
 provide special attention in the process  Provide tutorial support if  Provide tutorial nominal hours if
necessary support if necessary necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 Make available recorded assignment  Provide visual recorded material  Provide visual
questions recorded material
 Facilitate the trainees to prepare and submit
Project work At the end of completion of practical works there At the end of completion of practical At the end of completion At the end of completion
should be project work that helps them to works there should be project work of practical works there of practical works there
summarize their activities. that helps them to summarize their should be project work should be project work
activities. that helps them to that helps them to
summarize their activities. summarize their activities.
ASSESSMENT METHODS:
Interview  Use sign language interpreter  Speak loudly  Use written response
 Ensure or conform whether the  Using sign language interpreter if as an option for the
proper communication was necessary trainees having speech
conducted with the trainee challenges
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using short  Prepare the exam using short  Use oral response as
 Use interview as an option if sentences, multiple choices, sentences, multiple choices, true or an option to give
necessary True or False, matching and false, matching and short answers if answer for trainees
 Prepare the exam in audio format short answers necessary. having severe upper
 Assign human reader  Avoid essay writing limb impairment
 (if necessary)  Time extension  Time extension for
 Time extension trainees having severe
upper limb
impairment
Demonstration/  Brief the instruction or provide  Use sign language interpreter  Provide activity based assessment  Provide activity based
Observation them in large text  Brief on the instruction of the  Brief on the instruction of the exam assessment
 Time extension exam  Use loud voice  Conduct close follow
 Provide activity-based/ practical  Time extension up
assessment method  Time extension
 Time extension
LO1. Plan and design documents
 The purposes of documents are determined
 Appropriate formats for documents are chosen
 Means of communication are established
 The requirements of documents are determined
 Categories and logical sequences of data, information and knowledge to achieve
document objectives are determined
 Overview of structure and content of documents are developed
LO2. Draft text

 Organize available data, information and knowledge according to proposed structure
and content is reviewed
 Ensure data, information and knowledge is aggregated, interpreted and summarized to
prepare text that satisfies document purposes and objectives
 Include graphics as appropriated
 Gaps in required data and information, are identified and collected additional material
from relevant personnel
 Text according to document requirements are drafted
 Language appropriate to the audience is used.
LO3. Prepare final text

 Review draft text to ensure document objectives are achieved and requirements are
met
 Check grammar, spelling and style for accuracy and punctuation
 Ensure draft text is approved by relevant enterprise personnel
 Process text amendments as required
LO4. Produce document

 Basic design elements for documents appropriate to audience and purpose are chosen
 Word processing software to apply basic design elements to text are used
 Check documents to ensure all requirements are met
LSA SOA4 M02 0322 Design And Produce Complex Business Documents
Item Description/ Recommended Ratio

Category/Item Quantity
No. Specifications (Item: Trainee)

the trainer
2. Reference Books
Document design: a guide for

2.1 by Miles A. Kimball 5 1:5
technical communicator
4. Internet access
1. Microsoft Office Software package 2010-2016 5 1:5
6 Printing Paper /white/ A4 1pack 1;25
1pcs 1:25
printer
11 Keyboard Mavis Computer training Mavis Beacon 5 1:5
Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1

drawers
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
22 Antiglare /computer screen glass/ 26 1:1
LEARNING MODULE 03
MODULE TITLE: Organizing Meetings
knowledge required to organize meetings including making arrangements, liaising with
participants, and developing and distributing meeting related documentation.
LEARNING OUTCOMES
LO1. Make meeting arrangements
LO2. Prepare documentation for meetings
LO3. Record and produce minutes of meeting
MODULE CONTENTS:
LO1. Make meeting arrangements(10hrs)
1.1. Identifying Type of meeting and its purpose
1.2. Identifying and complying legal or ethical requirements
1.3. Identifying Requirements of meeting and participants
1.4. Making Meeting arrangements
1.5. Advising Participants of meeting details
LO2. Prepare documentation for meetings (25hrs)

2.1. Preparing Notice of meeting, agenda and meeting papers
2.1.1 Using formats for agendas and minutes
2.2. Checking Documentation
2.3. Distributing Documentation
2.4. Preparing Spare sets of documents
LO3. Record and produce minutes of meeting(19hrs)

3.1. Taking notes
3.2. Producing minutes
3.3. Checking minutes for approval
3.4. Snatching Copies of minutes
Learning Methods:
impaired
Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room
discussi  Prepare the lecture in Audio/video  Arrange the class room seating to be room seating seating arrangement to be
on  Organize the class room seating arrangement conducive for eye to eye contact arrangement to be accessible for
to be accessible to trainees  Make sure the luminosity of the light accessible to trainees wheelchairs users.
 Write short notes on the black/white board of class room is kept  Speak loudly  Facilitate and support the
using large text
 Introduce new and relevant  Ensure the attention trainees who have severe
 Make sure the luminosity of the light of class
room is kept vocabularies of the trainees impairments on their
 Use normal tone of voice  Use short and clear sentences  Present the lecture in upper limbs to take note
 Encourage trainees to record the lecture in  Give emphasis on visual lecture and video format  Provide Orientation on
audio format ensure the attention of the trainees  Ensure the attention the physical feature of
 Provide Orientation on the physical feature of  Avoid movement during lecture time of the trainees the work shop
the work shop  Present the lecture in video format
 Summarize main points  Summarize main points
Demons  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
tration  Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipment/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
 provide tutorial support  provide tutorial  Provide tutorial support
(if necessary) support (if necessary
(if necessary)
ASSESSMENT METHODS:
Interview  Use sign language interpreter  Speak loudly  Use written response as an
 Ensure or conform whether the  Using sign language option for the trainees
proper communication was interpreter if necessary having speech challenges
conducted with the trainee through
the service of the sign language
interpreter
 Time extension
Written test  Prepare the exam in  Prepare the exam using short  Prepare the exam using  Use oral response as an
large texts sentences, multiple choices, True or short sentences, multiple option to give answer for
 Use interview as an False, matching and short answers choices, true or false, trainees having severe
option if necessary  Avoid essay writing matching and short upper limb impairment
 Prepare the exam in  Time extension answers if necessary.  Time extension for
audio format trainees having severe
 Assign human reader upper limb impairment
 (if necessary)
 Time extension
Demonstration/  Brief the instruction or  Use sign language interpreter  Provide activity based  Provide activity based
Observation provide them in large  Brief on the instruction of the exam assessment assessment
text  Provide activity-based/ practical  Brief on the instruction of  Conduct close follow up
 Time extension assessment method the exam  Time extension
 Time extension  Use loud voice
 Time extension
LO1. Make meeting arrangements
 Type of meeting and its purpose are Identified
 Any legal or ethical requirements are identified and complied
 Requirements of meeting and participants Identified
 Meeting arrangements in accordance with requirements of meeting is made
 Participants of meeting details are advised
LO2. Prepare documentation for meetings

 Notice of meeting, agenda and meeting papers in accordance with meeting
requirements are prepared
 Documentation for accuracy and correct any errors is checked
 Documentation to participants within designated time lines is distributed
 Spare sets of documents are prepared
LO3. Record and produce minutes of meeting

 Notes with the required speed and accuracy to ensure an accurate record of the
meeting are taken
 Minutes that reflect a true and accurate account of the meeting are produced
 Minutes for accuracy and submit for approval by the nominated person is checked
 Copies of minutes within designated time lines are snatched
LSA SOA4 M03 0322 Organize Meeting
Item Description/ Quanti Recommended Ratio

Category/Item
No. Specifications ty (Item: Trainee)

the trainer
2. Reference Books
2.1 How to run a meeting, by Antony Jay 5 1:5

1976(magazine)
4. Internet access

package
A4 1;25
k
1pcs 1:25
printer
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1

drawers
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
26 1:1
glass/
LEARNING MODULE 04
MODULE TITLE: Performing Office Management Systems
MODULE DESCRIPTION: This module describes the performance outcomes, skills,
knowledge and attitude required to determine function s of office, its importance, layout,
correspondence and report Writing properly.
LEARNING OUTCOMES
LO1. Determine functions of office
LO2. Identify function of office manger
LO3. Need for office layout
LO4: Determine office Correspondence
MODULE CONTENTS:
LO1. Determine functions of office (14hrs)
1.1. Determining and arranging Office functions
1.2. Providing resources
1.3. Ensuring Efficiency of resources
1.4. Presenting Recommendations on resource requirements
1.5 Collecting and supplying office Information.
LO2. Identify function of office manager(12hrs)

2.1. Identifying the roles and responsibilities of office managers
2.2. Checking Resources to ensure quality and quantity service delivery
2.3. Allocating Resources
2.4. Conducting Consultation on allocation of resources
LO3. Need for office layout(12hrs)

3.1. Achieving ergonomic requirements
3.2. Using Objective of effective space utilization
3.3 Providing comfortable work environment
LO4: Determine office Correspondence(10hrs)
4.1 Identifying office Correspondences
4.2 Involving Production or drafting of correspondence
4.3 Organizing principles of drafting and maintenance
4.4 Drafting correspondences to improve the goodwill
Learning Methods:
impaired
 Organize the class room seating be conducive for eye to eye arrangement to be arrangement to be
arrangement to be accessible to contact accessible to trainees accessible for
trainees  Make sure the luminosity of the  Speak loudly wheelchairs users.
 Write short notes on the black/white light of class room is kept  Ensure the attention  Facilitate and support
board using large text  Introduce new and relevant of the trainees the trainees who have
 Make sure the luminosity of the light vocabularies  Present the lecture in severe impairments on
of class room is kept  Use short and clear sentences video format their upper limbs to
 Use normal tone of voice  Give emphasis on visual lecture  Ensure the attention take note
 Encourage trainees to record the and ensure the attention of the of the trainees  Provide Orientation on
lecture in audio format trainees the physical feature of
 Provide Orientation on the physical  Avoid movement during lecture the work shop
feature of the work shop time
 Summarize main points  Present the lecture in video format
 Provide special attention in the process  Ensure attention of the trainees  Use Video recorded severe upper limbs
of guidance  Provide structured training material impairment to operate
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of equipment/ machines
 Prepare & use simulation  Use gesture the trainees  Assign peer trainees to
  P assist P
rovide tutorial support rovide tutorial support  Conduct close follow
(if necessary) (if necessary) up
 provide tutorial
support(if necessary)
Group  Facilitate the integration of trainees  Use sign language interpreters  Facilitate the  Introduce the trainees
discussion with group members  Facilitate the integration of integration of trainees with their peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
members to speak
loudly
 provide special attention in the  Provide tutorial support if  Provide tutorial nominal hours if
process necessary support if necessary necessary
 prepare the assignment questions in  Use sign language interpreter  Provide briefing
Individual large text  Provide briefing /orientation on /orientation on the
assignment  Encourage the trainees to prepare and the assignment assignment
submit the assignment in large texts  Provide visual recorded material  Provide visual
 Make available recorded assignment recorded material
questions
 Facilitate the trainees to prepare and
submit the assignment in soft or hard
copy
ASSESSMENT METHODS:
Interview  Use sign language  Speak loudly  Use written response as an
interpreter  Using sign language option for the trainees
 Ensure or conform whether interpreter if necessary having speech challenges
the proper communication
was conducted with the
trainee through the service
of the sign language
interpreter
 Use short and clear
questioning
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using  Prepare the exam using short  Use oral response as an
 Use interview as an option if short sentences, multiple sentences, multiple choices, option to give answer for
necessary choices, True or False, true or false, matching and trainees having severe upper
 Prepare the exam in audio matching and short short answers if necessary. limb impairment
format answers  Time extension for trainees
 Assign human reader  Avoid essay writing having severe upper limb
 (if necessary)  Time extension impairment
 Time extension
Demonstration/  Brief the instruction or provide  Use sign language  Provide activity based  Provide activity based
Observation them in large text interpreter assessment assessment
 Time extension  Brief on the instruction of  Brief on the instruction of the  Conduct close follow up
the exam exam  Time extension
 Provide activity-based/  Use loud voice
practical assessment  Time extension
method
 Time extension
LO1. Determine functions of office
 Office functions are arranged in accordance with organizational requirements are
determined
 Appropriate resources used to conduct office activities are Provided
 Efficiency of available resources are ensured
 Recommendations on resource requirements in the required format, style and structure
using relevant business equipment and technology are presented
 Office is primarily concerned with collection and supply of Information.
LO2. Identify function of office manger

 The roles and responsibilities of office managers are identified
 Resources used to ensure quality and quantity, in line with service delivery are
checked
 Resources promptly to enable achievement of workgroup objectives are allocated
 Consultation with individuals and teams on allocation of resources is participative and
is conducted using appropriate interpersonal skills are ensured
LO3. Need for office layout

 The main principle behind the office layout design should be such that it occupies the
available space in an economical way so that the aim and objectives of the
organization is achieved
 workspace, furniture and equipment to suit user ergonomic requirements are adjusted
 Objectives to ensure proper utilization of space so that the spaces provided are
effectively used.
 To be able to provide a comfortable work environment which brings Satisfied.
LO4: Determine office Correspondence

 Correspondences that uses in the offices are identified.
 Production or drafting of correspondence and dispatch the same to the parties are
involved
 Principles of drafting and maintenance of office correspondence is organized.
 Correspondence improves the goodwill of the organizations are drafted.
LSA SOA4 M04 0322 Perform Office Management System

Category/Item

the trainer
2. Reference Books
Office management paper by Dr I.M. Sahai

2.1 5 1:5
Paperback 1 January 2019
4. Internet access

package
A4 1;25
k
1pcs 1:25
printer
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1

drawers
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
26 1:1
glass/
LEARNING MODULE 05

MODULE TITLE: Conducting E-Commerce
MODULE DESCRIPTION: This module describes the skills, knowledge and attitude required
too familiar with mechanism for conducting business transactions through electronic means
LEARNING OUTCOMES
LO1. Meaning, nature, concepts, and reasons for transacting online
LO2. Types of E-Commerce.
LO3. Technologies used in E-commerce
LO4: E- payments system
LO5: Online business transactions
MODULE CONTENTS:
LO1. Meaning, nature, concepts, and reasons for transacting online(10hrs)
1.1 Defining the meaning of E-Commerce
1.2 Defining concepts, and reasons for transacting online
LO2. Types of E-Commerce.(10hrs)

2.1 Classifying E-Commerce
2.2 Conducting consumers E-commerce
LO3. Technologies used in E-commerce(12hrs)

3.1 Identifying Technologies used in E-commerce
3.2 Managing Electronic commerce
3.3 Satisfying E-commerce link
LO4: E- payments system(12hrs)

4.1 Designing Electronic payments
4.2 Designing bank account Electronic cards
LO5: Online business transactions (12hrs)

5.1 Conducting transaction
5.2 Transacting business transactions
Learning Methods:
impaired
audio format and ensure the attention of the of the trainees  Provide Orientation on
 Provide Orientation on the physical feature of trainees the physical feature of
the work shop  Avoid movement during lecture the work shop
 Present the lecture in video format
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of equipments/ machines
  P assist P

rovide tutorial support
(if necessary
discussion group members  Facilitate the integration of integration of trainees with their peers
with other group
member
members to speak
loudly
 provide special attention in the process  Provide tutorial support if  Provide tutorial nominal hours if
necessary support if necessary necessary
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
Role Play  Provide special attention in the process of the  Assign sign language interpreter  Assign sign language  Assign peer trainees
role play  Arrange the class room seating to interpreter  Organize the class
be conducive for eye to eye  Speak loudly room seating
contact  Use gestures arrangement to be
 Use gestures  Arrange the class accessible for
room seating to be wheelchairs users.
conducive for eye to
eye contact
ASSESSMENT METHODS:
Interview  Use sign language interpreter  Speak loudly  Use written
 Ensure or conform whether the  Using sign language interpreter if response as an
proper communication was necessary option for the
conducted with the trainee trainees having
through the service of the sign speech challenges
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using short  Prepare the exam using short sentences,  Use oral response
 Use interview as an option if sentences, multiple choices, True multiple choices, true or false, matching as an option to
necessary or False, matching and short and short answers if necessary. give answer for
 Prepare the exam in audio format answers trainees having
 Assign human reader  Avoid essay writing severe upper limb
 (if necessary)  Time extension impairment
 Time extension  Time extension for
trainees having
severe upper limb
impairment
Demonstration/  Brief the instruction or provide  Use sign language interpreter  Provide activity based assessment  Provide activity
Observation them in large text  Brief on the instruction of the  Brief on the instruction of the exam based assessment
 Time extension exam  Use loud voice  Conduct close
 Provide activity-based/ practical  Time extension follow up
 Time extension
LO1. Meaning, nature, concepts, and reasons for transacting online
 The meaning of E-Commerce is properly defined.
 Concepts, and reasons for transacting online is mentioned
LO2. Types of E-Commerce

 According to organizational requirements E-Commerce is classified
 Between businesses differs from that carried out between a business and its consumers E-
commerce is conducted
LO3. Technologies used in E-commerce

 Technologies used in E-commerce is properly identified
 Electronic commerce draws on technologies that properly managed
 E-Commerce allows companies to link their internal and external processes more
efficiently and effectively the needs and expectations of their customers satisfied.
LO4: E- payments system

 Electronic payments are either debit or credit payments that are processed
 To reflect bank account Electronic cards are designed.
LO5: Online business transactions

 Any transaction involving the transfer of ownership or rights to use goods or services
through a computer-mediated network is conducted.
 Online business transactions are a place where online shoppers and buyers are transacted.
LSA SOA4 M05 0322 Conduct E-Commerce
Item Quanti Recommended Ratio

Category/Item Description/ Specifications
No. ty (Item: Trainee)
1. TTLM TTLM prepared by the 25 1:1

trainer
2. Reference Books
The complete e-commerce Originally

2.1 book published: 2000 5 1:5
Author: Janice Reynolds
Introduction to E-commerce Originally

2.2 published: 2009 5 1:5
The Digital Business Start- Originally

2.3 published: 2012 5 1:5

4. Internet access

package
A4 1;25
k
7 Toner Depend on the printer 1pcs 1:25
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1
6 File cabinet Wooden with 4 drawers 1 1:25
13 USB Cable 5 1:5
15 Photocopier Canon / 1 1:25
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
26 1:1
glass/
LEARNING MODULE 06

MODULE TITLE: Coordinating Implementation of Organizational Customer Service
NOMINAL DURATION:50hrs
MODULE DESCRIPTION: This module describes the performance outcomes, skills,

knowledge and attitude required to coordinate, advise on, carry out and evaluate customer service,
including the design of improvement needed based on feedback.
LEARNING OUTCOMES
LO1. Advise on customer service needs
LO2. Support implementation of Organizational customer service
LO3. Evaluate and report on customer service
MODULE CONTENTS:
LO1. Advise on customer service needs (14hrs)
1.1 Clarifying and assessing Customer needs
1.1.1 Using communication techniques
1.2. Diagnosing problems and developing options for improvement
1.3. Providing constructive advice
1.4. Using Business technology and online services
LO2. Support implementation of Organizational customer service (12hrs)

2.1. Promoting and ensuring customer service strategies and opportunities
2.2. Identifying and allocating resources to fulfill objectives
2.3. Taking action to resolve customer difficulties and complaints
2.4. Making decisions to implement strategies
LO3. Evaluate and report on customer service(8hrs)

3.1. Reviewing client satisfaction with service delivery
3.2. Identifying and reporting Changes
3.3. Preparing conclusions and recommendations
3.4. Maintaining systems, records and reporting procedures
Learning Methods:
impaired
Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating room seating arrangement to be accessible for
 Organize the class room seating to be conducive for eye to eye arrangement to be wheelchairs users.
arrangement to be accessible to trainees contact accessible to  Facilitate and support the
 Write short notes on the black/white  Make sure the luminosity of the trainees trainees who have severe
board using large text light of class room is kept  Speak loudly impairments on their upper
 Make sure the luminosity of the light  Introduce new and relevant  Ensure the limbs to take note
of class room is kept vocabularies attention of the  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences trainees physical feature of the work
 Encourage trainees to record the lecture  Give emphasis on visual lecture  Present the lecture shop
in audio format and ensure the attention of the in video format
 Provide Orientation on the physical trainees  Ensure the
feature of the work shop  Avoid movement during lecture attention of the
 Summarize main points time trainees
format
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear  Facilitate and support the
 Use verbal description  Use video recorded material & short method trainees having severe upper
 Provide special attention in the process  Ensure attention of the trainees  Use Video limbs impairment to operate
of guidance  Provide structured training recorded material equipment/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the  Assign peer trainees to assist
 Prepare & use simulation  Use gesture attention of the  Conduct close follow up
 provide tutorial support trainees  provide tutorial support
(if necessary)  provide tutorial (if necessary
support
(if necessary)
Group  Facilitate the integration of trainees  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion with group members  Facilitate the integration of integration of peers
 Conduct close follow up trainees with group members trainees with
 Introduce the trainees with other group  Conduct close follow up group members
member  Introduce the trainees with other  Conduct close
 Brief the thematic issues of the work group member follow up
 Introduce the
trainees with other
group member
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close  Assign peer trainees
 Provide tutorial support if necessary guidance follow up and  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if guidance necessary
necessary  Provide tutorial
 provide special attention in the support if
process/practical training necessary
 Introduce new and relevant  provide special
vocabularies attention in the
process/ practical
training
 prepare the assignment questions in  Use sign language interpreter  Provide briefing
Individual large text  Provide briefing /orientation on /orientation on the
assignment  Encourage the trainees to prepare and the assignment assignment
submit the assignment in large texts  Provide visual recorded material  Provide visual
 Make available recorded assignment recorded material
questions
copy
Role Play  Provide special attention in the process  Assign sign language interpreter  Assign sign  Assign peer trainees
of the role play  Arrange the class room seating language  Organize the class room seating
to be conducive for eye to eye interpreter arrangement to be accessible for
contact  Speak loudly wheelchairs users.
 Use gestures  Use gestures
 Arrange the class
room seating to be
conducive for
eye to eye contact
ASSESSMENT METHODS:
interpreter  Using sign language option for the trainees having
 Ensure or conform interpreter if necessary speech challenges
whether the proper
communication was
conducted with the trainee
through the service of the
sign language interpreter
questioning
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using  Prepare the exam using short  Use oral response as an option
 Use interview as an option if short sentences, multiple sentences, multiple choices, to give answer for trainees
necessary choices, True or False, true or false, matching and having severe upper limb
 Prepare the exam in audio format matching and short short answers if necessary. impairment
 Assign human reader answers  Time extension for trainees
 (if necessary)  Avoid essay writing having severe upper limb
 Time extension  Time extension impairment
Demonstration/  Brief the instruction or provide  Use sign language  Provide activity based  Provide activity based
Observation them in large text interpreter assessment assessment
 Time extension  Brief on the instruction of  Brief on the instruction of the  Conduct close follow up
the exam exam  Time extension
 Provide activity-based/  Use loud voice
practical assessment  Time extension
method
 Time extension
LO1. Advise on customer service needs
 Customer needs using appropriate communication techniques clarified and accurately
assessed
 Diagnose problems matching service delivery to customers and develop options for
improved service within organizational requirements
 Relevant and constructive advice to promote the improvement of customer service
delivery is provided
 Business technology and/or online services to structure and present information on
customer service needs are used
LO2. Support implementation of Organizational customer service

 Customer service strategies and opportunities are promoted to designated individuals
and groups are ensured
 Available budget resources to fulfill customer service objectives identified and
allocated
 Procedures to resolve customer difficulties and complaints within organizational
requirements are promptly action taken
 That decisions to implement strategies are taken in consultation with designated
individuals and groups are ensured
LO3. Evaluate and report on customer service

 Client satisfaction with service delivery using verifiable data in accordance with
organizational requirements are reviewed
 Changes necessary to maintain service standards to designated individuals and groups
are identified and reported
 Conclusions and recommendations from verifiable evidence and provide constructive
advice on future directions of client service strategies are prepared
 Systems, records and reporting procedures to compare changes in customer
satisfactions are maintained
LSA SOA4 M06 0322 Coordinate Implementation Of Organizational Customer
Service
Category/Item

the trainer
2. Reference Books
Coordinate Implementation Judith Dwayer
2.1 Of Customer Service June 6, 2006 5 1:5
strategies
4. Internet access

package
A4 1;25
k
1pcs 1:25
printer
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1

drawers
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
26 1:1
glass/
LEARNING MODULE 07

MODULE TITLE: Monitoring Implementation of Operational Work Plan
MODULE DESCRIPTION: This module covers competence required to oversee and monitor
the quality of work operations within an enterprise. This unit may be carried out by team leaders
or supervisors.
LEARNING OUTCOMES
LO1. Plan and organise workflow
LO2 Implement operational plan
LO3. Monitor and improve workplace operations
LO4: Maintain workplace records
LO5: Solve problems and make decisions
MODULE CONTENTS:
LO1. Plan and organise workflow(8hrs)
1.1 Assessing workload of colleagues
1.2 Scheduling quality work
1.3 Delegating work
1.4 Assessing workload and Workflow
1.5 Providing inputs regarding staff needs
LO2 Implement operational plan(8hrs)

2.1 Analyzing and organizing details of resource requirements
2.2 Implementing operational plans
2.3 Identifying and using Key performance indicators (KPIs)
2.4 Undertaking Contingency planning and consultation processes
2.5 Providing assistance
LO3. Monitor and improve workplace operations(7hrs)

3.1 Monitoring efficiency and service levels
3.2 Initiating Operations in the workplace support
3.3 Identifying Quality problems and issues
3.4 Changing procedures and systems
3.5 Consulting Colleagues
LO4: Maintain workplace records(5hrs)

4.1 Completing and submitting Workplace records
4.2 Delegating and monitoring completion of records
LO5: Solve problems and make decisions(10hrs)

5.1 Identifying and considering workplace problems
5.2 Initiating short term action
5.3 Assessing and analysing impact and potential solutions
5.4 Encouraging team member participation
5.5 Taking follow up action
5.6 Applying product and service standards and best practice
Learning Methods:
impaired
Lecture-  Provide large print text  Assign sign language  Organize the class  Organize the class room
discussion  Prepare the lecture in Audio/video interpreter room seating seating arrangement to be
 Organize the class room seating  Arrange the class room arrangement to be accessible for wheelchairs
arrangement to be accessible to trainees seating to be conducive for accessible to trainees users.
 Write short notes on the black/white eye to eye contact  Speak loudly  Facilitate and support the
board using large text  Make sure the luminosity of  Ensure the attention trainees who have severe
 Make sure the luminosity of the light of the light of class room is of the trainees impairments on their upper
class room is kept kept  Present the lecture in limbs to take note
 Use normal tone of voice  Introduce new and relevant video format  Provide Orientation on the
 Encourage trainees to record the lecture in vocabularies  Ensure the attention physical feature of the
audio format  Use short and clear of the trainees work shop
 Provide Orientation on the physical sentences
feature of the work shop  Give emphasis on visual
 Summarize main points lecture and ensure the
attention of the trainees
 Avoid movement during
lecture time
format
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the  Use Video recorded limbs impairment to operate
guidance trainees material equipments/ machines
 facilitate the support of peer trainees  Provide structured training  Ensure the attention of  Assign peer trainees to
 Prepare & use simulation  Show clear and short method the trainees assist
 Use gesture   Conduct close follow P up
 rovide tutorialP support 
rovide tutorial support (if necessary) rovide tutorial support
(if necessary) (if necessary
Group  Facilitate the integration of trainees with  Use sign language  Facilitate the  Introduce the trainees with
discussion group members interpreters integration of trainees their peers
 Conduct close follow up  Facilitate the integration of with group members
 Introduce the trainees with other group trainees with group  Conduct close follow
member members up
 Brief the thematic issues of the work  Conduct close follow up  Introduce the trainees
 Introduce the trainees with with other group
other group member member
members to speak
loudly
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal
 provide special attention in the process  Provide tutorial support if  Provide tutorial hours if necessary
necessary support if necessary
 provide special attention in  provide special
the process/practical training attention in the
 prepare the assignment questions in large  Use sign language  Provide briefing
Individual text interpreter /orientation on the
assignment  Encourage the trainees to prepare and  Provide briefing /orientation assignment
submit the assignment in large texts on the assignment  Provide visual
 Make available recorded assignment  Provide visual recorded recorded material
questions material
copy
ASSESSMENT METHODS:
interpreter  Using sign language option for the trainees
 Ensure or conform whether interpreter if necessary having speech challenges
the proper communication
was conducted with the
trainee through the service
of the sign language
interpreter
questioning
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using short  Prepare the exam  Use oral response as an
 Use interview as an option if necessary sentences, multiple choices, using short sentences, option to give answer for
 Prepare the exam in audio format True or False, matching and multiple choices, true trainees having severe
 Assign human reader short answers or false, matching and upper limb impairment
 (if necessary)  Avoid essay writing short answers if  Time extension for trainees
 Time extension  Time extension necessary. having severe upper limb
impairment
Demonstration/  Brief the instruction or provide them in  Use sign language  Provide activity based  Provide activity based
Observation large text interpreter assessment assessment
 Time extension  Brief on the instruction of  Brief on the  Conduct close follow up
the exam instruction of the  Time extension
 Provide activity-based/ exam
practical assessment method  Use loud voice
 Time extension  Time extension
LO1. Plan and organise workflow
 Current workload of colleagues is accurately assessed.
 In a manner which enhances efficiency and customer service quality work is
scheduled
 To appropriate people in accordance with principles of delegation of work is
delegated
 Against agreed objectives and timelines and colleagues are assisted in prioritisation
of workload Workflow is assessed
 To appropriate management regarding staffing needs input is provided
LO2 Implement operational plan

 Details of resource requirements in consultation with relevant personnel, colleagues
and specialist resource managers Collated, Analyzed and organized
 Operational plans to contribute to the achievement of organization’s
performance/business plan is implemented
 Key performance indicators (kpis) to monitor operational performance is identified
and used
 Contingency planning and consultation processes is undertaken
 Assistance in the development and presentation of proposals for resource
requirements in line with operational planning processes are provided
LO3. Monitor and improve workplace operations

 On an ongoing basis efficiency and service levels are monitored
 Operations in the workplace support overall enterprise goals and quality assurance
initiated.
 Quality problems and issues are promptly identified and adjustments are made
accordingly.
 In consultation with colleagues to improve efficiency and effectiveness procedures
and systems are changed.
 Colleagues are consulted about ways to improve efficiency and service levels.
LO4: Maintain workplace records

 Workplace records are accurately completed and submitted within required
timeframes.
 Prior to submission where appropriate completion of records is delegated and
monitored.
LO5: Solve problems and make decisions
 From an operational and customer service perspective workplace problems are
promptly identified and considered
 To resolve the immediate problem where appropriate short term action is initiated
 For any long term impact and potential solutions are assessed and actioned in
consultation with relevant colleagues Problems are analysed
 By a team member, they are encouraged to participate in solving the problem where
problem is raised
 To monitor the effectiveness of solutions in the workplace follow up action is taken
LSA SOA4 07 0322 Monitor The Implementation Of Operational Plan

Category/Item

the trainer
2. Reference Books
Monitoring implementation of by Ayalkibet
2.1 work plan/activities Jimma Abayneh 2018/19 5 1:5
University,
4. Internet access

package
A4 1;25
k
1pcs 1:25
printer
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1

drawers
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
26 1:1
glass/
LEARNING MODULE 08
MODULE TITLE: Organizing and Monitoring the Operation of Compliance Management System
NOMINAL DURATION: 40 Hours
knowledge required to organize and monitor the operation of a compliance program/management
system established by an organization.
LEARNING OUTCOMES
LO1. Identify compliance roles and responsibilities
LO2. Organize the operation of the compliance program/management system
LO3. Monitor the operation of the compliance program/management system
LO4. Document the operation and monitoring of the compliance program/management system
MODULE CONTENTS:
LO1. Identify compliance roles and responsibilities(8hrs)
1.1. Confirming and interpreting the compliance requirements
1.2. Examining structure of the organization
LO2. Organize the operation of the compliance program/management system(8hrs)

2.1. Confirming the components of planned compliance program/management system
2.1.1. clarifying the proposed structures, procedures and budgetary arrangements
2.2. Developing Implementation strategy and schedule
2.2.1 Using Ethiopian and international standards
2.3. Assigning or acquiring resources
2.4. Arranging briefings and training
2.5. Launching the compliance program
LO3. Monitor the operation of the compliance program/management system(6hrs)

3.1. Gathering Information
3.2. Reviewing feedback and performance indicators
3.3. Identifying Problems
3.3.1 Taking action to address problems
3.4. Providing detailed compliance requirements
LO4. Document the operation & monitoring of the compliance program/management system(6hrs)
4.1. Preparing and disseminating Information
4.2. Preparing and disseminating periodic reports
4.3. Taking action on identified breaches
Learning Methods:
impaired
audio format and ensure the attention of the of the trainees  Provide Orientation on
 Provide Orientation on the physical feature of trainees the physical feature of
the work shop  Avoid movement during lecture the work shop
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of equipments/ machines
  P assist P

rovide tutorial support
(if necessary
discussion group members  Facilitate the integration of integration of trainees with their peers
with other group
member
members to speak
loudly
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal
 provide special attention in the process  Provide tutorial support if  Provide tutorial hours if necessary
ASSESSMENT METHODS:
Interview  Use sign language interpreter  Speak loudly  Use written response as an
 Ensure or conform whether the  Using sign language option for the trainees having
proper communication was interpreter if necessary speech challenges
conducted with the trainee through
the service of the sign language
interpreter
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using short  Prepare the exam using  Use oral response as an
 Use interview as an option if sentences, multiple choices, True or short sentences, multiple option to give answer for
necessary False, matching and short answers choices, true or false, trainees having severe upper
 Prepare the exam in audio format  Avoid essay writing matching and short limb impairment
 Assign human reader  Time extension answers if necessary.  Time extension for trainees
 (if necessary) having severe upper limb
 Time extension impairment
Demonstration/  Brief the instruction or provide  Use sign language interpreter  Provide activity based  Provide activity based
Observation them in large text  Brief on the instruction of the exam assessment assessment
 Time extension  Provide activity-based/ practical  Brief on the instruction of  Conduct close follow up
assessment method the exam  Time extension
 Time extension  Use loud voice
 Time extension
LO1. Identify compliance roles and responsibilities
 The compliance requirements applicable to the organization are confirmed and
interpreted
 The structure of the organization to determine the roles, accountabilities and
responsibilities of managers and operational staff in maintaining compliance within
the organization's planned compliance program / management system are examined
LO2. Organize the operation of the compliance program/management system

 The components of the planned compliance program/management system and clarify
the proposed structures, procedures and budgetary arrangements for their
implementation is Confirmed
 Implementation strategy and schedule for the establishment of the planned compliance
program/management system in accordance with relevant Ethiopian and international
standards are developed
 Resources for the planned compliance program/management system in accordance
with organizational procedures and policies are assigned or acquired
 Appropriate briefings and training to ensure relevant managers and operations staff
are aware of their roles and responsibilities are arranged
 The compliance program / management system in accordance with organization's
plans are launched
LO3. Monitor the operation of the compliance program/management system

 Information on the operation of the compliance program / management system from
appropriate sources are gathered
 Feedback and performance indicators on the operation of the compliance
program/management system in terms of agreed criteria are reviewed
 Problems in the operation of the compliance program / management system and in
particular any breach of compliance requirements and take appropriate action to
address problems are identified
 Detailed compliance requirements in the case of breaches, initiate specific timely
action and inform all relevant internal and external personnel through the established
reporting systems are provided
LO4. Document the operation and monitoring of the compliance program/management system
 Information on the operation of the compliance program/management system to
relevant internal and external personnel in accordance with the communication
strategy for the compliance program/management system are prepared and
disseminated
 Periodic reports on the operation of the compliance program/management system,
identify any operational problems and take any related action to relevant internal and
external personnel are prepared and disseminated
 Reports on any identified breaches of compliance requirements and take any related
action to relevant internal and external personnel are prepared and disseminated.
LSA SOA4 M08 0322 Organize And Monitor The Operation Of Compliance
Management System
Category/Item

the trainer
2. Reference Books
2.1 Internal and external audit 14,july 1997 5 1:5

function review,
Compliance Management, a by Nitish Singh and
Thomas J. Bussen
2.2 how to guide for executives, 5 1:5
lawyers, and other compliance
professionals
4. Internet access

package
A4 1;25
k
1pcs 1:25
printer
training Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1

drawers
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
26 1:1
glass/
LEARNING MODULE 09
MODULE TITLE: Applying Risk Management Processes
NOMINAL DURATION: 60 hrs
knowledge required to identify risks and to apply established risk management processes to a
subset of an organization or project's operations that are within the person's own work
responsibilities and area of operation.
LEARNING OUTCOMES
LO1. Identify risks
LO2. Analyze and evaluate risks
LO3. Treat risks
LO4. Monitor and review effectiveness of risk treatment/s
MODULE CONTENTS:
LO1. Identify risks (12 hrs.)
1.1. Identifying the context
1.2. Identifying Risks using tools
1.3. Documenting identified risks
LO2. Analyze and evaluate risks (12 hrs.)

2.1. Analyzing risks
2.2. Undertaking risk categorization and determining level of risk
2.3. Documenting analysis processes and outcomes
LO3. Treat risks (12 hrs.)

3.1. Determining control measures
3.2. Identifying control measures
3.3. Referring risks having an impact
3.4. Choosing and implementing Control measures
3.5. Preparing and implementing treatment plans
LO4. Monitor and review effectiveness of risk treatment/s(12 hrs.)

4.1. Reviewing Implemented treatment/s against measures of success
4.2. Reviewing results
4.3. Providing assistance to auditing risk
4.4. Monitoring and reviewing risk management
Learning Methods:
impaired
Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible fo
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipments/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
  P  P
rovide tutorial support rovide tutorial support rovide tutorial support
(if necessary) (if necessary) (if necessary
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
with other group
member
members to speak
loudly
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
ASSESSMENT METHODS:
Interview  Use sign language interpreter  Speak loudly  Use written response
 Ensure or conform whether the  Using sign language interpreter if as an option for the
proper communication was necessary trainees having
conducted with the trainee speech challenges
 Time extension
Written test  Prepare the exam in large texts  Prepare the exam using short  Prepare the exam using short sentences,  Use oral response as
 Use interview as an option if sentences, multiple choices, True multiple choices, true or false, matching an option to give
necessary or False, matching and short and short answers if necessary. answer for trainees
 Prepare the exam in audio format answers having severe upper
 Assign human reader  Avoid essay writing limb impairment
 (if necessary)  Time extension  Time extension for
 Time extension trainees having
severe upper limb
impairment
Demonstration/  Brief the instruction or provide  Use sign language interpreter  Provide activity based assessment  Provide activity
Observation them in large text  Brief on the instruction of the  Brief on the instruction of the exam based assessment
 Time extension exam  Use loud voice  Conduct close follow
 Provide activity-based/ practical  Time extension up
 Time extension
LO1. Identify risks
 The context for risk management is identified
 Risks using tools, ensuring all reasonable steps have been taken to identify all risks
are identified
 Identified risks in accordance with relevant policies, procedures and legislation
documented
LO2. Analyze and evaluate risks

 Risks in consultation with relevant stakeholders are analyzed and documented
 Risk categorization and determine level of risk Undertaken
 Analysis processes and outcomes are documented
LO3. Treat risks

 Appropriate control measures for risks and assess for strengths and weaknesses are
determined
 Control measures for all risks are identified
 Risks relevant to whole of organization or having an impact beyond own work
responsibilities and area of operation to others as per established policies and
procedures are referred
 Control measures for own area of operation and/or responsibilities are chosen and
implemented
 Treatment plans are prepared and implemented
LO4. Monitor and review effectiveness of risk treatment/s

 Implemented treatment/s against measures of success regularly reviewed
 Results to improve the treatment of risks use reviewed
 Assistance to auditing risk in own area of operation is provided
 Management of risk in own area of operation is monitored and reviewed
LSA SOA4 09 0322 Applying Risk Management Processes

Category/Item
1. TTLM TTLM prepared by the 25 1:1

trainer
2. Reference Books
MICHEL CROUHY, DAN
2.1 The Essentials Of Risk GALAI,ROBERT MARK
5 1:5
Management
4. Internet access
1. Microsoft Office Software package 2010-2016 5 1:5
A4 1;25
k
7 Toner Depend on the printer 1pcs 1:25
11 Keyboard Mavis Computer training Mavis Beacon 5 1:5
Software
12 Fastener 25 1:1
13 Agraf 1pcs 1:1
14 Pin 1pcs 1:1
15 Staples 3pcs 1:1
6 File cabinet Wooden with 4 drawers 1 1:25
13 USB Cable 5 1:5
18 Stapler 2 2:25
19 Puncher 1 1:25
21 Shredder 1 1:25
22 Antiglare /computer screen glass/ 26 1:1
Acknowledgements
The Ministry of Labor and Skills wishes to thank and appreciation for the trainers who
donated their effort and time to develop this outcome based curriculum for the TVET
Program Secretarial and Office Administration Level IV.
We also thank all regional Labor and Skill/TVET Bureaus, Ministry of labor and skills
coordinators, all instructors who developed this curriculum for active facilitation of this
curriculum development.
The Trainers Who Developed the Curriculum
Qualifi Mobile
No Name Educational background Region College E-mail
cation number
BA in Administrative Office and
Instructor Engida Hawassa
1 MA Secretarial Technology and MA Sidama 0916136741 [email protected]
Eshete Tegbareid
in Marketing Mgt.
Business Education specialized in Nekemte

Instructor Birhanu Berhanuhayilu41@gmail.
2 BED office administration and office Oromia TVET 0917854441
Hailu com
technology college
Bued secretarial science and Bishoftu
Instructor Gosahun
3 MBA office management MBA Logistic Oromia Polytechnic 0962040387
Tadesse
and supply management college
Bed business education focus on Misrak
4 Instructor Ansha Nurie MBA secretarial science and MBA in AA Polytechnic 0911963827 [email protected]
information system management college
Bsc in Business Education focus
Instructor Gizewrork on office administration and Hawassa
5 MA Sidama 0911332762 [email protected]
Aniley technology MA in Polytechnic
organizational leadership
Curriculum Developing Team, March 2014(Version I): Bishoftu, Ethiopia

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Secretarial and Office Administration

TVET CURRICULUM (Inclusive)

1.2. TVET-Program Description

1.3. TVET-Program Training Outcomes

1.4. Duration of the TVET-Program

Page 1 of 80 Author/Copyright : Version - I

1. Coordinate Management Information 20 14 16 50

4. Perform office management systems 25 23 12 60

Total hours 229 271 160 660

1.6. Target Groups

1.7 Entry Requirements

1.8 Mode of Delivery

The co-operative approach will be supported with school-based lecture-discussion, simulation

Unit of Competence Module Code & Title Training Outcomes Duration

1.11 TVET Teachers Profile

LO2. Manage use of information or knowledge management system(12hrs)

LO3. Review use of information or knowledge management system (10hrs)

LO2. Manage use of information or knowledge management system

LO3. Review use of information or knowledge management system

LSA SOA4 M01 0322 Coordinate Management Information System

Item Description/ Quant Recommended Ratio

1. TTLM TTLM prepared by 25 1:1

1. Microsoft Office Software 2010-2016 5 1:5

6 File cabinet Wooden with 4 1 1:25

LO2. Draft text(40hrs)

LO3. Prepare final text(50hrs)

LO4. Produce document (50hrs)

LO2. Draft text

LO3. Prepare final text

LO4. Produce document

Item Description/ Recommended Ratio

1. TTLM TTLM prepared by 25 1:1

Document design: a guide for

6 File cabinet Wooden with 4 1 1:25

LO2. Prepare documentation for meetings (25hrs)

LO3. Record and produce minutes of meeting(19hrs)

LO2. Prepare documentation for meetings

LO3. Record and produce minutes of meeting

LSA SOA4 M03 0322 Organize Meeting

Item Description/ Quanti Recommended Ratio

1. TTLM TTLM prepared by 25 1:1

2.1 How to run a meeting, by Antony Jay 5 1:5

1. Microsoft Office Software 2010-2016 5 1:5

6 File cabinet Wooden with 4 1 1:25

LO2. Identify function of office manager(12hrs)

LO3. Need for office layout(12hrs)

LO4: Determine office Correspondence(10hrs)

LO2. Identify function of office manger

LO3. Need for office layout

LO4: Determine office Correspondence

LSA SOA4 M04 0322 Perform Office Management System

Item Description/ Quanti Recommended Ratio

1. TTLM TTLM prepared by 25 1:1

Office management paper by Dr I.M. Sahai

1. Microsoft Office Software 2010-2016 5 1:5

6 File cabinet Wooden with 4 1 1:25

TVET-PROGRAMME TITLE: Secretarial and Office Administration Level IV

LO2. Types of E-Commerce.(10hrs)

LO3. Technologies used in E-commerce(12hrs)

LO4: E- payments system(12hrs)