[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-164280-105":53,"doc-detail-164280-en":126},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":119,"head_meta":121,"extra_data":123,"updated_unix":125},105,"en","module-2-office-skills-learner-guide","Module 2 - Office Skills - Learner Guide","","Module 2 focuses on practical office skills required for workplace performance and assessment readiness. It outlines the programme overview, skills programme framework, purpose of the unit standard, delivery mechanism, and learner roles and responsibilities within a distance education context. The guide details learning unit outcomes and assessment preparation, including formative and summative assessment processes. Key topics cover office equipment care, formal meeting participation, handling customer queries, conducting basic office research, and effective telephone etiquette and call handling.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/module-2-office-skills-learner-guide/164280/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/module-2-office-skills-learner-guide/164280.png","ImageObject",442,249,{"name":88,"@type":89},"Miles","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/vnd.openxmlformats-officedocument.wordprocessingml.document","2026-09-23","2026-08-31",true,{"@type":98,"interactionType":99,"userInteractionCount":47},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"How is Module 2 delivered and what are the learner responsibilities?","Question",{"text":108,"@type":109},"The programme is presented as distance education, requiring learners to study at home at their own pace. Learners are expected to accept responsibility for their own learning, applying principles of adult learning.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What are the key learning units covered in Module 2 – Office Skills?",{"text":113,"@type":109},"The module covers office equipment (care, maintenance, consumables, and safety risks), formal meetings (preparation, discussion contribution, team functions), customer queries (needs identification, analysis, communication, documentation and follow-up), basic office research (planning through evaluation), and telephone calls (etiquette, answering standards, incoming and outgoing call processing).",{"name":115,"@type":106,"acceptedAnswer":116},"What is the assessment process and what mark is required for competence?",{"text":117,"@type":109},"Learners complete formative exercises and summative assessment activities. A mark of 70% is required to be declared competent against the unit standard, and submissions are submitted to the institute via fax, e-mail, or uploaded files.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},164280,1788150386,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":47,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":125,"read_time":140},13056703019404,"https://ap-avatar.wpscdn.com/davatar_29158cc5080c5b710cf443261637dec0","Institute of Business Management\nof Southern Africa\nEstablished 1973\nNational Certificate Public Administration\nNQF3 | ID 57804 | Credits 157\nModule 2 – Office Skills\n©Institute of Business Management of SA – IBM of SA\nhttps://\u0013 HYPERLINK \"http://www.institutebm.org.za\" \u0014www.institutebm.org.za\u0015\n\u0013 HYPERLINK \"mailto:info@institutebm.org.za\" \u0014info@institutebm.org.za\u0015\nOffice skills\n(C) Copyright IBM\nAll rights reserved\nPublished by\nThe Institute of Business Management\nof Southern Africa.\nAll rights reserved.  No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means, electronically, mechanically, by photocopying, recording or otherwise, without the written permission of the owner.  No patent liability is assumed with respect to the use of the information contained in this manual.  The owner and programme designer assumes no responsibility for losses of any kind resulting from the direct or indirect use of the information contained herein.\nTable of Contents\nOverview\nSkills Programme Framework\nPurpose of the Unit Standard\nDelivery Mechanism and learner roles and responsibilities\nPreparing for Assessment\nLearning Unit 1 – Office equipment\nChapter 1:\tTake care of office equipment\nChapter 2:\tMaintain office equipment\nChapter 3:\tMonitor and request equipment consumables\nChapter 4:\tMinimise risks to operating equipment safety\nLearning Unit 2 –Participate in formal meetings\nChapter 1:\tPrepare for a meeting\nChapter 2:\tContribute to meeting discussions\nChapter 3:\tContribute to group/team functions\nLearning Unit 3 –Customer queries\nChapter 1:\tIdentify customer enquiry needs\nChapter 2:\tAnalyze customer enquiry needs\nChapter 3:\tAppropriate communication\nChapter 4:\tComplete documentation and follow-up procedures\nLearning unit 4 – Basic research in office environment\nChapter 1:\tPlan a simple research project\nChapter 2:\tGather and collate relevant data\nChapter 3:\tAnalyse researched data\nChapter 4:\tPrepare and present a report based on researched data\nChapter 5:\tEvaluate the effectiveness of the research\nLearning Unit 5 – Telephone call\nChapter 1:\teffective telephone etiquette\nChapter 2:\tAnswer telephone according to organisational standards\nChapter 3:\tProcess incoming calls\nChapter 4:\tProcess outgoing calls\nOverview\nGlossary and Terms\nSkills Programme Framework\nLearning Programme Details\nThe learning material for this programme has been designed and developed according to:\nThese unit standards also form part of certain qualifications and skills programmes.\nLearning assumed to be in place\nLearning Outcomes and Assessment Criteria\nEach study unit includes the specific outcome.  After you have completed a study unit, you will do a formative assessment. This formative assessment is to help you to judge your progress regarding the knowledge and the new skills.\nCompleting the formative assessments will help prepare you for your summative assessment in your portfolio of evidence.\nLearning Material\nLearners will each receive the following:\nLearner Guide\nFormative and Summative assessments\nCredit Value\nThe credit weighting of this skills programme that forms Module 2 is 15 credits; this adds up to 150 notional hours.  The hours are made up of 50 hours of theory and 100 hours of practical workplace experience.\nAfter you completed the learning experience you will be required to complete assignments based on the specific outcomes and assessment criteria as indicated in this learner guide.\nA registered assessor will assess your portfolios and measure your outcomes.  If you are declared competent, you will receive the credits from the relevant SETA.  If you are declared not yet competent, you will have the opportunity to address the gaps that are outlined in the assessor report.\nAssessment\nIn order to be declared competent against the unit standard comprising the Module, you will need to complete the formative exercises and summative assessment activities.\nFormative exercises: The purpose of these exercises is to test ","cbCairpmZZjr9VKQ","https://ap.wps.com/l/cbCairpmZZjr9VKQ","docx",630735,117,"English","# Overview\n## Skills Programme Framework\n## Purpose of the Unit Standard\n## Delivery Mechanism and learner roles and responsibilities\n## Preparing for Assessment\n# Learning Unit 1 – Office equipment\n## Chapter 1: Take care of office equipment\n## Chapter 2: Maintain office equipment\n## Chapter 3: Monitor and request equipment consumables\n## Chapter 4: Minimise risks to operating equipment safety\n# Learning Unit 2 – Participate in formal meetings\n## Chapter 1: Prepare for a meeting\n## Chapter 2: Contribute to meeting discussions\n## Chapter 3: Contribute to group/team functions\n# Learning Unit 3 – Customer queries\n## Chapter 1: Identify customer enquiry needs\n## Chapter 2: Analyze customer enquiry needs\n## Chapter 3: Appropriate communication\n## Chapter 4: Complete documentation and follow-up procedures\n# Learning unit 4 – Basic research in office environment\n## Chapter 1: Plan a simple research project\n## Chapter 2: Gather and collate relevant data\n## Chapter 3: Analyse researched data\n## Chapter 4: Prepare and present a report based on researched data\n## Chapter 5: Evaluate the effectiveness of the research\n# Learning Unit 5 – Telephone call\n## Chapter 1: effective telephone etiquette\n## Chapter 2: Answer telephone according to organisational standards\n## Chapter 3: Process incoming calls\n## Chapter 4: Process outgoing calls\n# Glossary and Terms\n# Learning Programme Details\n## Learning Outcomes and Assessment Criteria\n## Learning Material\n## Assessment\n## Delivery Mechanism and Learner Roles and Responsibilities\n# How to Study","[{\"question\":\"How is Module 2 delivered and what are the learner responsibilities?\",\"answer\":\"The programme is presented as distance education, requiring learners to study at home at their own pace. Learners are expected to accept responsibility for their own learning, applying principles of adult learning.\"},{\"question\":\"What are the key learning units covered in Module 2 – Office Skills?\",\"answer\":\"The module covers office equipment (care, maintenance, consumables, and safety risks), formal meetings (preparation, discussion contribution, team functions), customer queries (needs identification, analysis, communication, documentation and follow-up), basic office research (planning through evaluation), and telephone calls (etiquette, answering standards, incoming and outgoing call processing).\"},{\"question\":\"What is the assessment process and what mark is required for competence?\",\"answer\":\"Learners complete formative exercises and summative assessment activities. A mark of 70% is required to be declared competent against the unit standard, and submissions are submitted to the institute via fax, e-mail, or uploaded files.\"}]","Module 2 - Office Skills - Learner Guide | DOCX",41]