Advanced computer application

ZIMBABWE
MINISTRY OF HIGHER AND TERTIARY EDUCATION, SCIENCE AND TECHNOLOGY DEVELOPMENT
HIGHER EDUCATION EXAMINATIONS COUNCIL

(HEXCO)
2022
REGULATIONS AND SYLLABUS FOR THE
NATIONAL DIPLOMA
IN
OFFICE MANAGEMENT
COURSE CODE: 552/22/CO/0
Implementation date: TBA

PREAMBLE
PREAMBLE
The course is designed to develop an Executive Assistant with knowledge, skills and attitudes as required by different types of business
environments. The total duration of the course is 2880 contact hours, plus one year On the Job Education and Training. The minimum
entry requirement into this course is a National Certificate in Office Management or equivalent. The course is offered on a Full Time,
Part Time, Block release or Open Distance Learning (ODL) basis. Assessment is through continuous assessment and written
examination. The course will consider gender mainstreaming, sustainable development, physical challenges, health dispositions, and the
intersections between race, class and culture.
CONSULTATIONS YEAR
1. Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) 2022
2. Baker Tilly Chartered Accountant 2022
3. Depositors Protection Corporation 2022
4. Ministry of Women Affairs 2022
5. Medicines Control Authority 2022
6. Norton Town Council 2022
7. Ministry of Higher and Tertiary Education, Innovation, Science and Technology Development (MHTEISTD)
2022
8. Midlands State University 2022

PART 1: REGULATIONS
1.0 TITLE AND LEVEL OF AWARD
National Diploma in Office Management.
2.0 COURSE AIM
The aim of the course is to develop an Executive Assistant with knowledge, skills and attitudes in order to operate effectively in
an organization.
3.0 LEARNING OUTCOMES
By the end of the course, students should be able to:
3.1 take dictation in shorthand at a minimum speed of 80w.p.m. and transcribe notes into mailable copy within determined
periods.
3.2 type accurately at the speed of 50wpm
3.3 communicate clearly and concisely orally and in writing using appropriate documentation and equipment
3.4 apply modern computer technologies in the office
3.5 carry out human resources handling procedures as prescribed by management.
3.6 demonstrate patriotism to sustainable national development.
3.7 operate sustainable businesses in Office Management
3.8 demonstrate appropriate industrial experience in office management

3.9 make morally and ethically based decisions
3.10 communicate with internal and external stakeholders of a corporate using appropriate channels, methods and tools.
3.11produce digital documents
3.12 supervise junior staff in the office effectively
3.13 create moral public relations to a business using appropriate methods in the office.
3.14 take dictation in shorthand at a minimum speed of 100w.p.m. and transcribe notes into mailable copy within determined
periods.
3.15 process business accounting entries and produce final accounts
3.16 carry out Office Management duties
3.17 apply knowledge of records and Information management in the office
4.0 COURSE STRUCTURE

SUBJECTS (COMPULSORY) CODES DURATION
HOURS
NDI
1.Shorthand 80 wpm 552/15/S02 240
2.Word Processing 50wpm 552/22/S01 240
3.Business Communication 500/15/S01 180
4.Office Management Duties 552/22/S03 160
5.*National Studies (NAS) 401/19/S01 80
6.*Entrepreneurship (ESD) 402/19/S02 80
7.Financial Accounting I 500/15/S03 180
8. Human Resources Management I 526/15/S01 180
NDII
9.On the Job Education and Training (OJET) 552/15/10 One year
NDIII
10.Research Methods 500/15/S15 240
11.Corporate Communication 552/22/S05 160
12.Advanced Computer Applications 552/22//S07 160
13.Office Management Practice 552/22/S06 160
14.Public Relations 526/15/S02 180
15.Shorthand 100wpm 552/15/S09 200
16. Skills Proficiency 552/19/S11 200
* 17. Events Management TBA 120 National
Studies and Entrepreneurship
18. Records and Information Management TBA 120
Skills Development are
TOTAL 2880
exempted to those
who have passed the subjects
at other levels.
5.0 COURSE DURATION
The course duration is 2880 hours for all Modes of study plus one year On the
Job Education and Training.
Full-time 2880 hours spread over two years of institution based learning
Part-time 2880 hours spread over four years of institution based learning
6.0 ENTRY REQUIREMENTS
National Certificate in Office Management or equivalent.
7.0 MODE OF STUDY
The mode of study shall be:
 Full-time
 Part-time
 Block release
 Open Distance Learning (ODL)
8.0 ASSESMENT SCHEME

SUBJECT MODE OF ASSESSMENT WEIGHTING
WRITTEN CONTINUOUS SKILLS
EXAMINATION ASSESSMENT 60%
40%
Shorthand 80 wpm  Reader -3 Minutes A minimum of 100%
552/15/S02 A & B reading time  2 Assignments 20%
-Candidate- 40 `minutes  2 Practical assignments 20%
Transcription  2 Tests 20%
Word Processing 3 hour written paper A minimum of 100%

50wpm  2 Assignments 20%
552/22/S01 A & B 2 hour audio  2 Practical assignments 20%
transcription paper  2 Tests 20%
Business 3 hour written paper A minimum of 100%

Communication  2 Assignments 20%
500/15/S01  2 Practical assignments 20%
 2 Tests 20%
Office Management 3 hour written paper A minimum of 100%

Duties  2 Assignments 20%
 2 Tests 20%
Human Resources 3 hour written paper A minimum of 100%

Management I  2 Assignments 20%
 2 Tests 20%
National and Strategic 3 hour written paper A minimum of 100%
Studies  2 Assignments 20%
 2 Tests 20%
Entrepreneurship 3 hour written paper A minimum of 100%

Development Skills  2 Assignments 20%
 2 Tests 20%
On the Job Education Submit log book 100%
and Training (OJET)
552/15/S10
Research Methods 3 hour written paper A minimum of 100%
500/15/S15  2 Assignments 20%
 2 Practical assignments 20%
 2 Tests 20%
Corporate 3 hour written paper A minimum of 100%

 2 Tests 20%
Advanced Computer 3 hour written paper A minimum of 100%
Applications  2 Assignments 20%
552/22/S07 A & B  2 Practical assignments 20%
 2 Tests 20%

Practice  2 Assignments 20%
 2 Tests 20%
Public Relations 3 hour written paper A minimum of 100%
 2 Tests 20%
Shorthand 100wpm  Reader -3 Minutes A minimum of 100%

552/15/S09 A & B reading time  2 Assignments 20%
-Candidate- 50 minutes  2 Practical assignments 20%
Transcription  2 Tests 20%
Financial Accounting I 3 hour written paper A minimum of 100%

 2 Tests 20%
Skills Proficiency Submit marks 100%

552/19/S11
Events Management 3 hour written paper A minimum of 100%
552/22./…..  2 Assignments 20%
 2 Tests 20%
Records and 3 hour written paper A minimum of 100%

Information  2 Assignments 20%
Management  2 Practical assignments 20%
552/…./…..  2 Tests 20%
9.0 CONDITIONS OF GRADING
0% to 49% - Fail
50% to 59% - Pass
60% to 79% - Credit
80% and above - Distinction
10.0 CONDITIONS OF AWARD
10.1 A candidate should attend at least 85% of learning sessions to qualify for examinations.
10.2 The final mark should be obtained through aggregation provided the candidate scores at least 40 % in each of
continuous assessment and examinations.
10.4 Candidates should pass all subjects.
11.0 RE-WRITES
11.1 Re-write(s) should conform to current course structure.
11.2 Candidates should pass at least two thirds of the course to qualify for a
Referral.
11.3 Any candidate who fails to pass at least two thirds of the course should repeat the whole course, including the subjects
they would have passed.
11.4 There is no time limit for which to re-write a failed examination.
11.5 There is no aggregation for re-writes.
11.6 All re-writes should pass the examination.
11.7 If a candidate fails coursework he/she is deferred in the subject.

12.0 EXEMPTIONS
12.1 Exemptions are only granted in subjects already attained from a completed accredited
qualification provided an exemption certificate specifying subjects of exemption is produced.
12.2 Exemption Certificate should be applied for at enrolment and produced before registration for examinations.
13.0 IRREGULAR PRACTICES
13.1 Cheating in continuous assessment and or examinations will result in disqualification from the whole course. The
candidate will be suspended for two years from undertaking any HEXCO course.
13.2 The penalty for Plagiarism shall be as in 13.1.
14.0 RESOURCES
14.1 Lecturer Qualifications
The minimum qualification for a lecturer is at least a Higher National Diploma in Secretarial/Office Management Studies,
with a teaching qualification, plus at least two years post experience.
14.2 Tools and Equipment

 Operational Model Office
 Computer Laboratory
 Personal Computers and Accessories
 Laptops
 Overhead Projector (access to)
 Fax
 Telex machines
 Reprographic equipment (set for demonstrations)
 Accounting Machines and/or Calculators
 Switch board (access to)
 Current Communication equipment (e.g. Smart Phones)
 Head phones
 Television
 Audio and video recorder
 Audio and video player
 Digital Multifunctioning photocopier
 Digital Multifunctioning printer
 Filing cabinets (set for demonstrations)
 Stop watch
 speakers
14.3 SUGGESTED REFERENCE MATERIALS
Adrian Wilkinson, Nicolas Bacon, Scott Snell, David Lepak (2019) Human Resources Management, SAGE, New Delhi
Agenti Paul, (2016), Corporate Communication, McGraw Hill, New York City
Alec Fehl, Alex Scott, Ben Linford, and Ian Ewell, (2019), Labyrinth Learning, California
Becca Thomas, (2017) Beginner Transcriber Guide and Quick Tips, Scribie Blog
Beger Rudolf, (2018) Present-Day Corporate Communication: A practice Oriented, State of the Art Guide, Springer
Bladen, C., Kennell, J., Abson, A. & Wilde, N. (2017). Events Management: An Introduction. Oxon and New York: Routledge.
Bridges, T. (2014). ‘Exploring contingency planning for adverse weather conditions: How well do event managers plan for inclement
weather?’ Masters of Business (MBus), Unitec Institute of Technology, New Zealand.
By T. L. Kinsey (2016) Audio-Typing: A Manual for Teachers and Students, Elsevier Science, Amsterdam
Camilleri, M.A. & Isaias, P. (2020). The businesses’ interactive engagement through digital media. In Camilleri, M.A. (Ed.), Strategic
Corporate Communication in the Digital Age, Emerald, UK.
Capriotti, P., Zeler, I. & Camilleri, M.A. (2020). Corporate communication through social networks: The identification of key
dimensions for dialogic communication. In Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald,
UK.
Cheapﬂights.com (2013). Top 10 crowd- drawing events from around the world.
Christine Malone, (2021) Medical Office Management, Pearson, London
Clarke, D. J. (2016). Dull Disasters? How Planning Ahead Will Make a Difference. Oxford: Oxford University Press.
Demning Stephen, (2018) the secret Language of leadership: How Leaders Inspire Action through Narrative, Jossey Bass, San Francisco
Doorly John, (2020) Reputation Management, Routeledge, UK
Edith Mackay, (1985) Universal Typing, Pitman, London
Flavio margado, (2017), The Why and How of getting Word to do what you want, Apress, New York
Fom brum Charles, (2019) Essentials of Corporate Communication: Implementing Practices For effective reputation Management,
Routledge, UK
Foo Seong Cheah, (2018) Guide to Company Secretarial Practice in Malaysia, Wolters Kluwer, Canada
Frank, P.C. (2013). Records and Information Management. London: ALA Neal Schuman.
Gerardus Blokdyk, (2021), Office Management A Complete Guide, 5STARCooks, Australia
Getz, D. (2018). Event Evaluation. Oxford: Good fellow Publishing.
Hajarian, M., Camilleri, M. A. Diaz, P & Aedo, I. (2020). A taxonomy of online marketing methods for corporate communication. In
Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald, UK.
Harrison Addison Wesley, (1996), Secretarial Duties, 10th Edition, McGraw Hill, New York
Jepson, A., & Clarke, A. (2016). An Introduction to Planning and Managing Communities, Festivals and Events. London: Routledge.
Jepson, A., & Clarke, A. (2016). An introduction to planning and managing communities, festivals and events. London: Routledge.
Jill Downson, Beverley Loram, Jean Ray, Pam Smith, Rosalind Buxton, Sarah Wareing, Sue Fox, Lesley Dakin, Sylvia Elkins, (2010)
Text Production, Word Processing and Audio Transcription, Hodder Education Group, London
Joe Habraken, (2022), Microsoft Office inside Out (Office 2021 and Microsoft 365), Pearson, New York
Jonathan McIlroy, (2018), The New Executive Assistant: Exceptional executive office management, AbeBooks, Australia
Kelvin Smith (2016) Public Sector records Management: A Practical Guide
Kim Fole (2020) Virtual Meetings with Power and Presence: The Ultimate Guide to Online Meetings, Professional Business Strategies
Publishing, New York City
Krugman, C., & Wright, R. R. (2006). Global Meetings and Exhibitions (The Wiley Event Management Series). New York: Wiley.
Laurie Mullins, (2013), Management and Organisational Behavior, Pearson, London
Linda Foulkes, (2017), A comprehensive guide to getting started with word, Powerpoint, Excel, Access, and Outlook Packet Publishing
Ltd.
Lombardi, R. and Secundo, G. (2021), "The digital transformation of corporate reporting – a systematic literature review and avenues
for future research", Meditari Accountancy Research, Vol. 29 No. 5, pp. 1179-1208. https://doi.org/10.1108/MEDAR-04-2020-0870
McGann, B., McGann, C. (2006). The Story of the Tour de France Volume 1:1903– 1964. Indianapolis: Dog Ear Publishing.
Mcleod, J. and Hare, C. (2015) Managing Electronic Records, Facet Publishing, London
Mehmet Ali Turkmenoglu, Berat Cicek (2020) Contemporary Global Issues in Human Resource Management, Emerald Publishing
Limited, UK
Mogaji, E., Watat, J.K., Olaleye, S.A. & Ukpabi, D. (2020). Recruit, retain and report: UK universities' strategic communication with
stakeholders on Twitter. In Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald, UK
Molly Sedgewick, (1986), Advanced Word Processing, Amazon
Nikos DImitrakos, (2016), Introduction to Ms Access 2016 v31 University of Stockholm and Royal Technical University
Ober, J. E., Johnson and Zimmerly, (2000), College Keyboarding and Document Processing, McGraw Hill, New York
Patni, C.J, Sharma, H. K., Tomar, R and Katal, A. (2022). Database Management System An Evolutionary Approach
Penn. I.A (etal). (2017). Records Management Handbook. Routledge: London
Prasanta K. Ghesh (2005) Secretarial Practice and Office Management 12 edition, Prentice Hall, New Jersey
Rutkosky, Seguin and Roggen, (2013), Microsoft Power Point, Amazon
Rutkosky, Seguin, Roggen, (2013) Word Processing: Level 1 & 3, Prentice Hall
Saffady, W. (2021). Records and Information Management: fundamentals of Professions Practice. 4 th Ed. Rowman and Littlefield:
Lanham
Singh, T., Kumar, R. & Kalia, P. (2020). E-marketing practices of micro, small and medium sized enterprises. Evidence from India. In
Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald, UK. Troise, C. & Camilleri, M.A. (2020). The
use of the digital media for marketing, CSR communication and stakeholder engagement. In Camilleri, M.A. (Ed.), Strategic Corporate
Communication in the Digital Age, Emerald, UK.
Talya Bauer, Berrin Erdogan, David Ellis Caughlin, Donald M. Truxiilo, (2020), Fundamentals of Human Resources Management:
People, Data and Analysis, SAGE Publications, New Delhi
Thelma J. Foster, (1996), Secretarial Procedures, Stanely Themes
Zimmerman and Shaffer, (2013), New Perspective on Microsoft Word, 1st edition, Prentice Hall, New Jersey
SUBJECT TITLE : WORD PROCESSING III (50wpm)
SUBJECT CODE : 552/22/S01 A & B
DURATION : 240 HOURS
1.0 SUBJECT AIM
The aim of the subject is to equip students with the ability to produce accurate, well formatted and displayed documents from
written and dictated/recorded material.
By the end of the subject students should be able to:
2.1 Type business documents accurately at 50 wpm from written and dictated/recorded material.
2.2 Create mailable, advanced and complex business documents.
2.3 Type more than one page memorandum from handwritten and typed manuscripts.
2.4 Display business forms, financial statements and other miscellaneous work.
2.5 Produce minutes from face to face and virtual meetings.
2.6 Type legal and medical documents, press statements, menus, adverts and any other miscellaneous work
2.7 Transcribe audio/video literary work according to set standards.
2.8 Type ruled and unruled tabulation from handwritten or typed manuscripts.
2.9 Edit documents using equation editor, altered, amended manuscript or typescript including standard correction signs.
3.0 TOPICS
 COPY TEST
 LETTERS
 MEMORANDUM
 DISPLAY WORK
 WORK RELATED TO MEETINGS
 TECHNICAL WORK
 LITERARY WORK
 TABULATION
 DOCUMENT EDITING
4.0 CONTENT
CREATE DOCUMENTS WITH ADVANCED DISPLAY, THESE COULD INCLUDE
4.1 COPYING TEST
4.1.1 Type a copying test from manuscripts in which no erasures and/or corrections are permitted.
The copy test should include different types of paragraphs.
4.2 LETTERS
4.2.1 Create a well-proportioned letterhead of an organization.

4.2.2 Type business letters ready for signature with appropriate punctuation and circulation copies.
4.2.3 Produce more than one business letter or circular letter with tear-off slip from unarranged material in draft or
manuscript in blocked style.
4.2.4 Produce mail merged letters
(Letters may contain abbreviations, amendments and alterations, and may include displayed matter numbered
paragraphs, tabulation, subject headings, alphabetical lists, and notations such as Attention, Urgent,
Confidential or Private).
4.3 MEMORANDUM
4.3.1 Type a memorandum in blocked and Centered (Indented Style)
4.3.2 Type a memorandum with a tear-off slip from unarranged material, drafts or manuscript.
4.3.3 Type a memorandum with on two consecutive pages from unarranged material, drafts or manuscript.
The memorandum may contain abbreviations, amendments and
alterations, and may include displayed matter, numbered paragraphs tabulation, subject headings and alphabetical
lists
4.4 DISPLAY WORK
4.4.1 Design business forms; Purchase order forms, patient’s appointment forms, Appraisal forms, legal forms
4.4.2 Produce financial statements
4.4.3 Type bibliographies
4.4.4 Type miscellaneous work (handwritten/typed manuscripts on press statements, menus, adverts)
4.5 WORK RELATED TO MEETINGS
4.5.1 Type notice of meetings, agenda and Chairman’s agenda

4.5.2 Produce minutes from typed and handwritten manuscripts.
4.5.3 Type proxy forms.
4.5.4 Type/Transcribe minutes from recorded audio meetings and videos of virtual meetings.
4.6 TECHNICAL WORK
4.6.1 Type legal documents such as wills, conveyances, leases, contracts, affidavits
4.6.2 Produce specifications and Bills of Quantity, Invoices, quotations.
4.6.3 Type medical documents such as prescriptions, medical examination reports and clinical letters.
4.7 LITERARY WORK
4.7.1 Type/transcribe Poems from recorded, typed and handwritten material.

4.7.2 Type/Transcribe recorded audio and videos tapes/CDs of TV shows, medical tapes/CDs, notes from dictation of
patient’s appointments, personal assistant medical audio tapes, electronic files, and recorded press statements.
4.7.3 Type/Transcribe audio tapes/CDs and videos.
4.5.4 Type/Transcribe Theatre tapes/CDs and videos.
4.8 TABULATION
4.8.1 Type ruled tabulation with horizontal and vertical rulings

4.8.2 Create multi-column tabular work.
4.8.3 Produce documents from unruled tabulation (decimal formats, mathematical expressions and equations)
4.9 DOCUMENT EDITING
4.9.1 Insert headers, footers, page numbering and footnoting facilities, text boxes, clip arts, pictures, and graphs.
4.9.2 Correct inconsistencies of style.
4.9.3 Correct ‘deliberate’ mistakes in both typescript and manuscript.
4.9.4 Edit documents with text, figures including subscript and superscript and composite characters, leader-dots,
indented texts, columns, shading, font size, font style, cutting and pasting, word art, water marks.
4.9.5 Use the equation editor to edit Mathematical text and symbols.
4.9.6 Use of contents and indexing facilities.
4.9.7 Spell check documents.
4.9.8 Use line drawing facilities to produce charts and tables.
4.9.9 Sorting items in ascending, descending, alphabetical or numerical order.
4.9.10 Amend layout, spacing and presentation of documents by margins.
4.9.11 changes, line spacing alterations, right margin justification, re-pagination, and automatic re-numbering of
paragraphs.
4.9.12 Edit documents by moving and copying within and between pages, insertion and deletion search and replace,
highlighting and centering.
4.9.13 Creating and revising multi-column and tabular (including decimal formats).
5.0 ASSESSMENT SCHEME

40%
Word Processing 3 hour written paper A minimum of 100%
50wpm  2 Assignments 20%
552/22/S01A 2 hours Audio/video (1 assignment from
552/22/S01B transcription. handwritten/typed material)
(1 assignment from
dictated/audio/video material)
(1 practical assignment from
handwritten/typed material)
(1 practical assignment from
dictated/audio/video material)
 2 Tests 20%
(1 test from handwritten/typed
material)
(1 test from dictated/audio/video
material)
6.0 ASSESSMENT SPECIFICATION GRID
EXAMINATION WEIGHTING AND MARK

TOPIC
ALLOCATION
Copy Test 1. Copy test 10
Letters 2. Letter 21
Tabulation 3. Tabulation work 21
Work Related to Meetings 4. Work Related to meetings 15
Document
Memorandum 5. Memo/Display work 15
Editing
Display Work
Technical Work 6. Technical/Literary work 18
Literary Work
TOTAL 100
Becca Thomas, (2017) Beginner Transcriber Guide and Quick Tips, Scribie Blog
By T. L. Kinsey (2016) Audio-Typing: A Manual for Teachers and Students, Elsevier Science, Amsterdam
Edith Mackay, (1985) Universal Typing, Pitman, London

Jill Downson, Beverley Loram, Jean Ray, Pam Smith, Rosalind Buxton, Sarah Wareing, Sue Fox, Lesley Dakin, Sylvia Elkins, (2010)
Text Production, Word Processing and Audio Transcription, Hodder Education Group, London
Molly Sedgewick, (1986), Advanced Word Processing, Amazon
Ober, J. E., Johnson and Zimmerly, (2000), College Keyboarding and Document Processing, McGraw Hill, New York
Rutkosky, Seguin, Roggen, (2013) Word Processing: Level 1 & 3, Prentice Hall
SUBJECT TITLE : SHORTHAND 80WPM
SUBJECT CODE : 552/15/S02 A AND B
1.0 SUBJECT AIM
The aim of the subject is to equip students with the knowledge and skills to enable them
to efficiently produce accurate transcripts from dictated material.
2.1 Take four passages dictated in three minutes each at 80wpm.
2.2 Transcribe each passage of material involving common business documents

in 40 minutes.
2.3 Produce accurate documents from shorthand notes (strokes).
3.0 TOPICS
THEORY AND PRACTICAL
 Theory review
 Speed Builders Drills (Short forms, Phrases and intersection drills)
 Speed Building.

40%
Shorthand 80 wpm - Reader -3 Minutes A minimum of 100%
552/15/S02 A and B reading time  2 Assignments 20%
- Candidate - 40  2 Practical assignments 20%
`minutes Transcription  2 Tests 20%
time
4.1 Both papers should be written using simple business language.

4.2 The paper could be made up of a letter, report or a passage.
4.3 The maximum number of words including the words “Full stop”, “Question mark” and “Paragraphs”, for the speed test
is: 80wpm is 240 words.
4.4 The calculation of the speed must be based on Syllabic Intensity (S.I.) of 1.4 counts for all the papers.
6.0 SUGGESTED REFERENCE BOOKS
Isaac Pitman, (1980), Pitman New Era New Course, Pitman, London
Bryan Coombs, (2013), Pitman 2000 Shorthand Pocket Dictionary, Pitman, London
Bryan Coombs, (2000), Pitman 2000 Shorthand First, Pitman, London
June Swan, (1995), A Guide to Phrasing, Pitman, London
Bryan Coombs, (1982), Pitman 2000 Phrase Builder, Pitman, London
SHORTHAND MARKING SCHEMES AND SYMBOLS

NO MARK IN LEFT TYPE OF SYMBOL TO EXPLANATION
MARGIN ERROR BE USED
1 2 FOR 3 words Omissions ^^^ or /// 3 1 for first work and ½ for each
(words) subsequent work
2 ½ or 0 Spelling/Repeated SP or SP/R No marks deducted or repeated errors
misspellings
3 1 Mis-transcription Underscore As for 1 above eg concerned write
the words ing
4 ½ or 0 Word endings Correct ending Include these
or R
5 1 or ½ Transposition Trs above 1 marks meaning altered or ½
words affected meaning not”
6 ½ Grammatical errors No penalty for Deduct a total of 2 for the whole
,:; but deduct passage
½ for .
7 ½ Punctuation Write correct Department D on d
letter
8 ½ Capitalization
B/c in place Moderators to use their discretion
concerned and deduct marks for minor errors
9 1½ Borderline cases Each page and
at end
10 Total errors At the bottom of each page and at end of each script and comments by
both marker and moderators
SHORTHAND MARKING SCALES NC TO ND
Errors 60wpm 80wpm 100wpm
0 100 100 100
1 98 99 99
2 96 98 98
3 94 97 97
4 92 96 96
5 90 95 95
6 89 94 94
7 88 93 93
8 86 92 92
9 84 91 91
10 82 90 90
11 80 89 89
12 79 88 88
13 78 87 87
14 77 86 86
15 76 85 85
16 75 84 84
17 74 83 83
18 73 82 82
19 72 81 81
20 71 80 80
21 70 79 79
22 69 78 78
23 68 77 77
24 66 76 76
25 64 75 75
26 62 74 74
27 60 73 73
28 59 72 72
29 58 71 71
30 57 70 70
31 56 69 70
32 55 68 69
33 54 67 68
34 53 65 67
35 52 64 66
36 51 63 65
37 50 62 64
38 50 61 63
39 49 60 62
40 48 59 61
41 47 58 60
42 46 57 59
43 45 56 59
44 44 55 58
45 43 54 58
46 32 53 57
47 30 52 57
48 28 51 56
49 26 50 56
50 24 50 55
51 22 49 55
52 20 48 54
53 18 47 54
54 16 46 53
55 14 45 53
56 12 44 52
57 10 43 52
58 08 32 51
59 06 30 51
60 04 28 50
61 02 26 50
62 00 24 49
63 22 48
64 20 47
65 18 46
66 16 45
67 14 44
68 12 43
69 10 32
70 08 30
71 06 28
72 04 26
73 02 24
74 00 22
75 20
76 18
77 16
78 14
79 12
80 10
SUBJECT TITLE : OFFICE MANAGEMENT DUTIES
SUBJECT CODE : 552/22/S03
DURATION : 160 Hours
1.0 SUBJECT AIM
The aim of the subject is to equip students with the necessary skills in the functions,
organization and administration of the modern office.
2.1 Explain the functions of office management.

2.2 Describe responsibilities, personal and business attributes of an Office Manager.
2.3 Explain the duties of a virtual Office Manager
2.4 Describe the various office memory aids.
2.5 Demonstrate the knowledge and awareness of the current range of equipment available to support the function of a
modern office.
2.6 Elaborate the duties of an Office Manager in making travel arrangements for executives.
2.7 Produce meeting documents for both in person and virtual meetings and interpret the terms used in meetings.
2.8 Select appropriate furniture for the office.
2.9 Explain health and environment policies.
3.0 TOPICS
 OFFICE MANAGEMENT FUNCTIONS
 THE OFFICE MANAGER – PERSONAL QUALITIES AND RELATIONSHIPS
 VIRTUAL OFFICE MANAGEMENT
 OFFICE MEMORY AIDS
 OFFICE TECHNOLOGY
 TRAVEL ARRANGEMENTS
 MEETINGS
 ERGONOMICS
 SAFETY HEALTH AND ENVIRONMENT (SHE) POLICY
4.0 CONTENT
4.1 OFFICE MANAGEMENT FUNCTIONS
Explain the following Office Management functions

4.1.1 Planning
4.1.2 Organizing
4.1.3 Staffing
4.1.4 Communication
4.1.5 Motivation
4.2 THE OFFICE MANAGER – PERSONAL QUALITIES AND RELATIONSHIPS
4.2.1 Explain the role of an Office Manager, his/her responsibilities.

- Attend to clients
- Manage Physical diary
- Supervise junior staff
- Attend to mail
- Request for stationery
4.2.2 Outline the attributes of an Office Manager.
4.2.3 Outline the functions/duties of An Office Manager.
4.2.4 Explain the qualities which make an ideal relationship between an Office Manager, and other staff.
4.2.5 Discuss points to be observed when applying for a job.
4.2.6 Distinguish the following Personnel:
- Private Office Manager
- Executive Office Manager
- Personal Assistant
- Legal Office Manager
- Medical Office Manager
- Virtual Office Manager
- Celebrity Personal Assistant/Manager
4.3 VIRTUAL OFFICE MANAGEMENT

4.3.1 Explain the duties of a Virtual Office Manager
- Manage Online Diary
- Maintain Email Accounts
- Manage correspondences
- Manage Social Platforms and Podcast
- Take minutes from virtual meetings
4.4 OFFICE MEMORY AIDS

4.4.1 Explain the Dual Diary System.
4.4.2 Outline points to note when making entries in a diary.
4.4.3 Draw up a sample diary page.
4.5 OFFICE TECHNOLOGY (Current/updated)

4.5.1 Describe the latest Office Technology
4.5.2 Demonstrate how modern reprographic machines/equipment
are operated.
4.5.3 State the advantages and disadvantages of modern reprographic machines.
4.5.4 Distinguish between non-magnetic media and magnetic media.
4.5.5 Explain different types of recording, dictating and transcribing machines.
4.5.6 State advantages and disadvantages of recorded dictation.
4.5.7 Discuss Web driven platforms e.g. (wifi,twitter, facebook)
4.5.8 Describe cloud processing shared social and business application
4.6 TRAVEL ARRANGEMENTS
4.6.1 Define an Itinerary.
4.6.2 Prepare an Itinerary.
4.6.3 Explain the purpose of an Itinerary.
4.6.4 Explain the preparations to be undertaken in planning for air, rail, road and sea travel.
4.6.5 Describe E-booking
4.7 MEETINGS
4.7.1 Define a meeting.
4.7.2 Outline the requisites of a valid meeting.
4.7.3 Identify and explain the various meeting terminology
4.7.4 Explain in person/virtual meeting tools
4.7.5 Prepare appropriate documents for face to face/virtual meetings
4.7.6 Differentiate between Ordinary Agenda and Chairman’s Agenda.
4.7.7 Explain the duties of an Office Manager, prior to, on the day, during and after a face to face/virtual meetings.
4.7.8 Take minutes from face to face/virtual recorded meetings.
4.8 ERGONOMICS
4.8.1 Explain the importance of careful selection of furniture for office use.
4.8.2 Explain the advantages and disadvantages of the following types of furniture;
- Wooden furniture
- Metal furniture
- Purpose built furniture
- General-use furniture
4.8.3 Explain the causes of back pain and neck pain.

4.8.4 Explain the benefits of maintaining good posture to reducing back and neck pain.
4.8.5 Discuss the tips for improving posture and ergonomics
4.9 SAFETY HEALTH AND ENVIRONMENT POLICIES

4.9.1 Define SHE policies
4.9.2 Explain the Health and safety policy (HASAWA, EMA, NASSA)
4.9.3 Describe the responsibility of organizations in relation to safety at work
4.9.4 Draw up a Safety program
4.9.5 .Outline Laws regarding safety aspects relating to Health and Safety in the
(Office - Factories Act, Workmen’s Compensation Act)

40%
Duties  2 Assignments 20%
 2 Tests 20%
TOPIC TOPIC WEIGHTING %

NUMBER
1 Office Management Functions 10
2 The Office Manager – Personal Qualities And
20
Relationships
3 Virtual Office Management 10
4 Office Memory Aids 5
5 Office Technology 20
6 Travel Arrangements 5
7 Meetings 20
Ergonomics 5
9 Safety Health And Environment (SHE) Policy 5
TOTAL 100
Christine Malone, (2021) Medical Office Management, Pearson, London

Gerardus Blokdyk, (2021), Office Management A Complete Guide, 5STARCooks, Australia
Harrison Addison Wesley, (1996), Secretarial Duties, 10th Edition, McGraw Hill, New York
Jonathan McIlroy, (2018), The New Executive Assistant: Exceptional executive office management, AbeBooks, Australia
Kim Fole (2020) Virtual Meetings with Power and Presence: The Ultimate Guide to Online Meetings, Professional Business Strategies
Publishing, New York City
Thelma J. Foster, (1996), Secretarial Procedures, Stanely Themes
SUBJECT TITLE : CORPORATE COMMUNICATION
1.0 AIM OF THE SUBJECT

The aim of the subject is to equip the Office Management trainee with knowledge and skills to strategically communicate with
stakeholders within and outside the corporate.
By the end of the course the student should be able to:
2.1 Respond strategically to the communication expectations of various corporate stakeholders.
2.2 Use various channels of corporate communication in communicating with stake holders strategically.
2.3 Carry out corporate communication responsibilities effectively.
2.4 Apply the digital corporate communication systems to interact with internal and external stakeholders.
2.5 Create investor and shareholder relations to facilitate communication of corporate progress
2.6 Manage corporate crisis communication before, during and after strategically.
2.7 To utilize a variety of marketing communication tools and techniques to communicate products/services to potential
customers.
3.0 TOPICS
 OVERVIEW OF CORPORATE COMMUNICATION

 CHANNELS OF CORPORATE COMMUNICATION
 THE ROLE OF THE OFFICE MANAGER IN CORPORATE COMMUNICATION
 DIGITAL CORPORATE COMMUNICATION
 CRISIS COMMUNICATION
 INVESTOR RELATIONS
 MARKETING COMMUNICATION
4.0 CONTENT
4.1 INTRODUCTION CORPORATE COMMUNICATION
4.1.1 Definition of strategic corporate communication

4.1.2 Identify functions of the Communications Department
4.1.3 Analyse the use of strategic corporate communication in communicating the vision, mission and values of a
corporate.
4.1.4 Describe types of Corporate Communication
4.1.5 Explain the approaches to Corporate Communication (Teleological communication, Deontological
communication, ethical communication)
4.2 CHANNELS OF CORPORATE COMMUNICATION
4.2.1 Explain internal channels of corporate communication

4.2.2 Explain external channels of corporate communication
4.2.3 Describe the types of internal digital communication channels (Email, instant messaging, video conferencing,
audio notes, intranet, internal social media sites)
4.2.4 Describe the types of external digital communication channels
4.2.5 (Email, websites, blogs, social media, web calling, website, press release, display advertising, twitter,
YouTube)
4.2.6 Use internal and external digital communication.
4.3 THE ROLE OF THE OFFICE MANAGER IN CORPORATE COMMUNICATION
4.3.1 Use promotional strategies in corporate’s marketing communication.
4.3.1.1 Discuss the promotional mix (traditional advertising, personal selling, sales promotion, publicity and
public relations, social media, and e-commerce)
4.3.1.2 Describe the use of integrated marketing communication (IMC) in Corporate Marketing
4.3.2 Develop intra-office communication protocols
4.3.2.1 Outline the types of information to be communicated to the organization

4.3.2.2 Identify the person(s) responsible for communicating particular topics to the organisation.
4.3.2.3 Identify the audience, frequency, and suggested communication vehicles to be used for the
communication.
4.3.3 Handling customer complaints
4.3.3.1 Outline the basic steps for handling customer complaints

4.3.3.1.1 Role play on handling a difficult customer’s complaint
4.3.3.2 Evaluate customer retention strategies
4.3.3.3 Outline the rights and obligation of customers
4.3.3.4 Identify customer protection Acts e.g. Consumer Protection Act (Chapter 14:14), No. 5/2019
4.3.4 Conducting customer survey
4.3.4.1 Explain the purposes of customer survey

4.3.4.2 Outline the best practices for conducting customer survey
4.3.4.3 Draft a customer survey questionnaire
4.3.4.4 Identify channels of placing customer service survey
4.3.4.5 Describe methods of obtaining feedback from customers.
4.3.5 Managing media relations, corporate image, reputation, identity and branding
4.3.5.1 Definition of media relations, corporate image, reputation, identity and branding.
4.3.5.2 Differentiate corporate image, reputation and identity
4.3.5.3 Explain the importance of media relations in strategic corporate communication.
4.3.5.4 Outline the objectives of corporate image management in the corporate.
4.3.5.5 Discuss the importance of brand management.
4.4 DIGITAL CORPORATE COMMUNICATION
4.4.1 Define digital corporate communication.

4.4.2 Explain the advantages and disadvantages of digital corporate communication.
4.4.3 Identify the examples of digital corporate communication.
4.5 CRISIS COMMUNICATION
4.5.1 Definition of crisis communication.

4.5.2 Discuss the role of media in crisis management.
4.5.3 Describe how to handle communication before, during and after a crisis.
4.5.4 Identify information channels for communicating crisis.
4.5.5 Explain the three (3) stages of crisis communication (pre-crisis, crisis response, post-crisis)
4.5.6 Evaluate crisis communication strategies used in corporate communication.
4.6 INVESTOR RELATIONS
4.6.1 Definition of investor relations

4.6.2 Discuss the importance of investor relations in a corporate
4.7 MARKETING COMMUNICATION
4.7.1 Definition marketing communication.

4.7.2 Discuss the role of Marketing Communication in Corporates.
4.7.3 Describe the 3Ps of marketing communication (push, pull, profile strategy).
4.7.4 Describe the five principal marketing communications tools (advertising, sales promotion, public relations,
direct marketing and personal selling)
4.7.5 Explain the internet strategy in marketing communication.

40%
Strategic Corporate 3 hour written paper A minimum of 100%
 2 Tests 20%
TOPICS WEIGHTING
1 Introduction to Strategic Corporate Communication 15
2 Channels of Corporate Communication 20
3 The Role of the Office Manager in Corporate 20
Communication
4 Digital Corporate Communication 10
5 Crisis Communication 10
6 Investor Relations 5
7 Marketing Communication 20
TOTAL 100
7.0 SUGGESTED REFERENCES
Agenti Paul, (2016), Corporate Communication, McGraw Hill, New York City
Beger Rudolf, (2018) Present-Day Corporate Communication: A practice Oriented, State of the Art Guide, Springer
Demning Stephen, (2018) the secret Language of leadership: How Leaders Inspire Action through Narrative, Jossey Bass, and San
Francisco
Doorly John, (2020) Reputation Management, Routeledge, UK
Fom brum Charles, (2019) Essentials of Corporate Communication: Implementing Practices For effective reputation Management,
Routledge, UK
Camilleri, M.A. & Isaias, P. (2020). The businesses’ interactive engagement through digital media. In Camilleri, M.A. (Ed.), Strategic
Corporate Communication in the Digital Age, Emerald, UK.
Capriotti, P., Zeler, I. & Camilleri, M.A. (2020). Corporate communication through social networks: The identification of key
dimensions for dialogic communication. In Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald,
UK.
Hajarian, M., Camilleri, M.A. Diaz, P & Aedo, I. (2020). A taxonomy of online marketing methods for corporate communication. In
Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald, UK.
Mogaji, E., Watat, J.K., Olaleye, S.A. & Ukpabi, D. (2020). Recruit, retain and report: UK universities' strategic communication with
stakeholders on Twitter. In Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald, UK
Singh, T., Kumar, R. & Kalia, P. (2020). E-marketing practices of micro, small and medium sized enterprises. Evidence from India. In
Camilleri, M.A. (Ed.), Strategic Corporate Communication in the Digital Age, Emerald, UK. Troise, C. & Camilleri, M.A. (2020). The
use of the digital media for marketing, CSR communication and stakeholder engagement. In Camilleri, M.A. (Ed.), Strategic Corporate
Communication in the Digital Age, Emerald, UK.
SUBJECT TITLE : SHORTHAND 100WPM
SUBJECT CODE : 552/15/S09 A AND B
1.0 SUBJECT AIM
The aim of the subject is to equip students with the knowledge and skills to enable them
to efficiently produce accurate transcripts from dictated material.
2.1 Take four passages dictated in three minutes each at 100wpm.
2.2 Transcribe each passage of material involving common business documents

in 50 minutes.
2.3 Produce accurate documents from shorthand notes (strokes).
3.0 TOPICS
THEORY AND PRACTICAL
 Theory review
 Speed Builders Drills (Short forms, Phrases and intersection drills)
 Speed Building.

40%
Shorthand 100 wpm - Reader -3 Minutes A minimum of 100%
552/15/S09 A and B reading time  2 Assignments 20%
- Candidate - 50  2 Practical assignments 20%
`minutes Transcription  2 Tests 20%
time
4.1 Both papers should be written using simple business language.

4.2 The paper could be made up of a letter, report or a passage.
4.3 The maximum number of words including the words “Full stop”, “Question mark” and “Paragraphs”, for the speed test
is: 80wpm is 240 words.
4.4 The calculation of the speed must be based on Syllabic Intensity (S.I.) of 1.4 counts for all the papers.
Isaac Pitman, (1980), Pitman New Era New Course, Pitman, London
Bryan Coombs, (2013), Pitman 2000 Shorthand Pocket Dictionary, Pitman, London
Bryan Coombs, (2000), Pitman 2000 Shorthand First, Pitman, London
June Swan, (1995), A Guide to Phrasing, Pitman, London
Bryan Coombs, (1982), Pitman 2000 Phrase Builder, Pitman, London
SHORTHAND MARKING SCHEMES AND SYMBOLS
NO MARK IN TYPE OF ERROR SYMBOL TO BE EXPLANATION
LEFT USED
MARGIN
1 2 FOR 3 Omissions ^^^ or /// 3 (words) 1 for first work and ½ for each
words subsequent work
2 ½ or 0 Spelling/Repeated SP or SP/R No marks deducted or repeated errors

misspellings
3 1 Mis-transcription Underscore the As for 1 above eg concerned write

words ing
4 ½ or 0 Word endings Correct ending or R Include these
5 1 or ½ Transposition Trs above words 1 marks meaning altered or ½

affected meaning not”
6 ½ Grammatical errors No penalty for ,:; Deduct a total of 2 for the whole
but deduct ½ for . passage
7 ½ Punctuation Write correct letter Department D on d
8 ½ Capitalization B/c in place Moderators to use their discretion

concerned and deduct marks for minor errors
9 1½ Borderline cases Each page and at
end
10 Total At the bottom of each page and at end of each script and comments by both
errors marker and moderators
SHORTHAND MARKING SCALES NC TO ND
Errors 60wpm 80wpm 100wpm
0 100 100 100
1 98 99 99
2 96 98 98
3 94 97 97
4 92 96 96
5 90 95 95
6 89 94 94
7 88 93 93
8 86 92 92
9 84 91 91
10 82 90 90
11 80 89 89
12 79 88 88
13 78 87 87
14 77 86 86
15 76 85 85
16 75 84 84
17 74 83 83
18 73 82 82
19 72 81 81
20 71 80 80
21 70 79 79
22 69 78 78
23 68 77 77
24 66 76 76
25 64 75 75
26 62 74 74
27 60 73 73
28 59 72 72
29 58 71 71
30 57 70 70
31 56 69 70
32 55 68 69
33 54 67 68
34 53 65 67
35 52 64 66
36 51 63 65
37 50 62 64
38 50 61 63
39 49 60 62
40 48 59 61
41 47 58 60
42 46 57 59
43 45 56 59
44 44 55 58
45 43 54 58
46 32 53 57
47 30 52 57
48 28 51 56
49 26 50 56
50 24 50 55
51 22 49 55
52 20 48 54
53 18 47 54
54 16 46 53
55 14 45 53
56 12 44 52
57 10 43 52
58 08 32 51
59 06 30 51
60 04 28 50
61 02 26 50
62 00 24 49
63 22 48
64 20 47
65 18 46
66 16 45
67 14 44
68 12 43
69 10 32
70 08 30
71 06 28
72 04 26
73 02 24
74 00 22
75 20
76 18
77 16
78 14
79 12
80 10
SUBJECT TITLE : OFFICE MANAGEMENT PRACTICE
1.0 SUBJECT AIM
The aim of the subject is to equip students with skills to assist management to perform its responsibilities effectively.
2.1 Control and supervise junior office personnel in an organization
2.2 Identify Company administration and their responsibilities
2.3 Carry out the duties of a secretary before, during and after a meeting
2.4 Understand the role of management in the business
2.5 Explain the different management Functions and Styles in the business
2.6 Discuss the key issues concerning employee performance management
2.7 Recommend types of decisions relating to the management of the businesses
2.8 Analyze the role of Trade Unions in Zimbabwe
2.9 Recognize the need for personal development in Office Management

3.0 TOPICS
 THE EXECUTIVE OFFICE MANAGER

 COMPANY ADMINISTRATION
 COMPANY MEETINGS
 MANAGEMENT
 MANAGEMENT FUNCTIONS
 PERFORMANCE MANAGEMENT
 DECISION MAKING
 TRADE UNIONS
 PERSONALITY DEVELOPMENT
4.0 CONTENT
4.1 THE EXECUTIVE OFFICE MANAGER
4.1.1 Explain and differentiate between the primary and secondary functions of An Executive secretary
4.1.2 Explain management skills required by an Executive Secretary
4.1.3 Describe the following terms;
 Job Analysis
 Methods of Job Analysis
 Job Description
 Job Specifications
4.1.4 Carry out a Job analysis for an Executive Secretary and his/her juniors (Typing Clerks, Receptionist, and Filing
Clerks/Records Management Officers)
4.1.5 Draft a Job Description and a Job Specification for an Executive Secretary and his/her juniors (Typing Clerks,
Receptionist, and Filing Clerks/Records Management Officers)
4.2 COMPANY ADMINISTRATION
4.2.1 Identify members of the company administration

4.2.2 Explain Board of Directors and their duties
4.2.3 Describe types of directors
4.2.4 Explain the qualifications of directors
4.2.5 Differentiate responsibilities of the Chief Executive Officer and the Board Chairperson
4.2.6 Describe the Office Management duties to the Board
4.3 COMPANY MEETINGS (Face to Face/Virtual Meetings)
4.3.1 Differentiate face to face/in person from virtual meetings

4.3.2 Describe the following;
4.3.2.1 Constitutional control of meetings
4.3.2.2 Rules, regulations, constitutions and standing orders relating to company meetings
4.3.2.3 Statutory provisions
4.3.3 Compare and contrast the following meetings;
4.3.3.1 Private and public meetings
4.3.3.2 Formal and informal meetings
4.3.4 Analyse statutory provisions relating to;
4.3.4.1 Statutory meetings
4.3.4.2 Annual General Meeting
4.3.4.3 Extra – Ordinary Meeting
4.3.4.4 Board and its Sub-committee Meetings
4.3.5 Explain validity of meetings
4.3.6 Describe the duties and powers of the Chairperson before, during and after the meeting (in person/virtual
meetings)
4.3.7 Describe the duties of the Office Manager before, during and after the meeting (in person/virtual meetings)
4.3.8 Describe the following documents used in company meetings

4.3.8.1 Notices
4.3.8.2 Agenda
4.3.8.3 Registers
4.3.8.4 Minutes of meetings
4.3.8.5 Proxy forms
4.3.8.6 Ballot papers
4.3.9 Describe the following as used in the conduct of meetings

4.3.9.1 Procedures at an AGM
4.3.9.2 Quorum
4.3.9.3 Motions, Amendments and Resolutions
4.3.9.4 Voting
4.3.9.5 Order in debate
4.3.10 Host virtual meetings (using virtual platforms e.g. Zoom, Google meet)
4.4 MANAGEMENT
4.4.1 Define the term Management
4.4.2 Explain the role of management in the organisation
4.4.3 Describe the secretary’s role in the management of the organisation
4.4.4 Explain types of management styles
4.5 MANAGEMENT FUNCTIONS

4.5.1 PLANNING
4.5.1.1 Definition of planning
4.5.1.2 Outline the types of Planning
4.5.1.3 Evaluate the stages in the planning process.
4.5.1.4 Discuss the benefits of Planning
4.5.1.5 Explain the barriers to effective Planning
4.5.1 ORGANISING
4.5.1.1 Define organizing
4.5.1.2 Explain the following terms;
 Responsibility
 Authority
 Accountability
4.5.1.3 Describe types of organization structures
4.5.1.4 Differentiate centralization of authority from decentralization of Authority
4.5.1.5 Justify the need for managers to delegate
4.5.2 LEADING
4.5.2.1 Define leading
4.5.2.2 Explain the importance of Leadership
4.5.2.3 Describe the following leadership styles
 Autocratic styles
 Democratic
 Laisez fare
 The Contingency Approach
4.5.2.4 Discuss the principles of Supervision
4.5.2.5 Explain the challenges that may arise from supervision and their solutions
4.5.2.6 Motivation theories and their application to the Zimbabwean practices.
4.5.3 CONTROLLING
5.5.4.1 Define Controlling
5.5.4.2 Describe the characteristics of a control systems
5.5.4.3 Explain the control process
5.5.4.4 Discuss the types of control systems
4.5.4 CO-ORDINATION
4.5.4.1 Define coordination
4.5.4.2 Differentiate the types of coordination
4.5.4.3 Explain the Importance of coordinating in management
4.5.4.4 Describe the process of coordinating
4.5.4.5 Explain the techniques of coordination
4.6 PERFORMANCE MANAGEMENT

5.6.1 Definition of performance management
5.6.2 Explain the purposes of performance management
5.6.3 Describe types of performance management systems (Management by Objectives, Result Based Management,
Management by Walking Around, Balance Score Card, 3 Degree feedback, Assessment Centre, Psychological Appraisal,
Behaviorally Anchored rating)
5.6.4 The procedures of identifying a skills gap and the resulting training needs
5.6.5 Discuss the benefits of training and development to the employee, management and the organisation.
4.7 DECISION MAKING

4.7.1 Definition of decision making
4.7.2 Analyse the elements of the decision making process
4.7.3 Explain the types of decision making
4.7.4 Describe individual and group decision making
4.8 TRADE UNIONS

4.8.1 Explain Trade Unions
4.8.2 Outline examples of trade unions in Zimbabwe
4.8.3 Analyze the role of Trade Unions in Zimbabwe
4.8.4 Evaluate the role of management in Consultation and Negotiations with Trade Unions
4.9 PERSONALITY DEVELOPMENT

4.9.1 Role play Grooming and Deportment
4.9.2 Discuss Floral Design
4.9.3 Explain workplace Etiquette
4.9.4 Explain Self-Management in office management
4.9.5 Describe the sources of Self-Knowledge
4.9.5.1 Explain how self-knowledge is applied in the office
4.9.6 Justify the need for Personal Competence Development in Office Management
4.9.6.1 Give types of competencies required for an Office Manager

40%
Practice  2 Assignments 20%
 2 Tests 20%
TOPICS/AREAS WEIGHTING %
1 The Executive Office Manager 15
2 Company Administration 10
3 Company meetings 20
4 Management 5
5 Management Functions 20
6 Performance Management 10
7 Decision Making 10
8 Trade Unions 5
9 Personality Development 5
TOTAL 100
Adrian Wilkinson, Nicolas Bacon, Scott Snell, David Lepak (2019) Human Resources Management, SAGE, New Delhi
Foo Seong Cheah, (2018) Guide to Company Secretarial Practice in Malaysia, Wolters Kluwer, Canada
Laurie Mullins, (2013), Management and Organisational Behavior, Pearson, London
Mehmet Ali Turkmenoglu, Berat Cicek (2020) Contemporary Global Issues in Human Resource Management, Emerald Publishing
Limited, UK
Prasanta K. Ghesh (2005) Secretarial Practice and Office Management 12 edition, Prentice Hall, New Jersey
Talya Bauer, Berrin Erdogan, David Ellis Caughlin, Donald M. Truxiilo, (2020), Fundamentals of Human Resources Management:
People, Data and Analysis, SAGE Publications, New Delhi
SUBJECT TITLE : ADVANCED COMPUTER APPLICATIONS
SUBJECT CODE : 552/22/S07 A and B
1.0 SUBJECT AIM
The aim of the subject is to produce an Executive Assistant who is able to effectively operate an automated office.
2.1 Explain the functions and features of various operating systems

2.2 Demonstrate the use of different application package
2.3 Use the different Electronic office Aids
2.4 Apply various office automation systems .e.g. internet, email
2.5 Select the appropriate computer control and security systems applicable to the
Organization
2.6 Identify health related problems associated with computer related issues
2.7 Assess and evaluate the use of integrated packages
2.8 Articulate the various software applications
3.0 TOPICS
 OPERATING SYSTEMS
 APPLICATION PACKAGES
 THE ELECTRONIC OFFICE
 OFFICE AUTOMATION SYSTEMS
 SECURITY AND PRIVACY
 DATA MANAGEMENT
 INTEGRATED PACKAGES
 EMERGING TECHNOLOGIES
 APPLICATION SOFTWARE
4.0 CONTENT
4.1 OPERATING SYSTEMS

4.1.1 Explain general operating systems
4.1.2 Describe the functions and features of an Operating System
4.1.3 Explain the Windows Operating System.
4.1.4 Discuss mouse terminology
4.1.5 Definition of Windows terms.
4.1.6 Give examples of Operating Systems
4.2 APPLICATION PACKAGES
4.2.1 Word Processing Package (Microsoft Word/Current)
4.2.2 Spreadsheet Package (Microsoft Excel/ current packages).
4.2.3 Presentation Package (Microsoft PowerPoint/ current)
4.2.4 Database Package (Microsoft Access/current)
4.2.5 Accounting Package (Pastel/Current)
4.2.6 Graphic Package (Appy Pie Design, Adobe Photoshop, CorelDraw, Microsoft Paint, and Adobe
Illustrator/current)
4.3 THE ELECTRONIC OFFICE
4.3.1 THE INTERNET
 Outline history of Internet.

 Initiate Internet connection.
 Log on to an Internet provider.
 Describe benefits of Telnets, Extranets and Intranets.
 Change default Internet addresses
 Use different Internet browsers.
 Search for information using a variety of search engines.
4.3.2 E-MAIL
 Participate in news groups.

 Post information services.
 Communicate using E-mail service.
4.3.3 OFFICE AUTOMATION SYSTEMS
 Use Electronic Diaries and Calendars.

 Use Electronic Notice Boards.
 Tele-text and view Data Systems.
 Describe teleconferencing.
 Operate an Image Scanner.
 Describe computerized faxing.
4.4 SECURITY AND PRIVACY
 Discuss control and security of information

 Outline computer physical threats.
 Explain the ways that can be used to secure information
 Discuss the need for security Design and Operation.
 Suggest methods of Backing up information
4.5 DATA MANAGEMENT

 Explain the stages of Data Management
 Discuss the importance of Preparatory Stage
 Describe the data Organization Stage
 Explain the Analysis and Dissemination stage
4.6 INTEGRATED PACKAGES

 Write examples of Integrated Packages.
 Use of Integrated Packages in problem solving.
 Evaluate the use of Integrated Packages for suitability.
4.10 EMERGING TECHNOLOGIES

 Identify emerging technology
 Define Robotics
 Explain the purpose of robotics
 Definition of digital documents production
 Produce digital documents
 Describe the following technologies
o Biometrics
o Virtual Reality
o Cloud Computing
o Internet of things
o Artificial Intelligence

40%
Advanced Computer 3 hour written paper A minimum of 100%
Applications  2 Assignments 20%
552/15/S07 A& B  2 Practical assignments 20%
 2 Tests 20%
TOPIC NUMBER TOPIC WEIGHTING%
1 Application Packages 50
2 The electronic office 10
3 Computer security and privacy 10
4 Data management 10
5 Integrated packages 10
6 Emerging technologies 10
TOTAL 100
Alec Fehl, Alex Scott, Ben Linford, and Ian Ewell, (2019), Labyrinth Learning, California
Flavio margado, (2017), The Why and How of getting Word to do what you want, Apress, New York
Joe Habraken, (2022), Microsoft Office inside Out (Office 2021 and Microsoft 365), Pearson, New York
Linda Foulkes, (2017), A comprehensive guide to getting started with word, Powerpoint, Excel, Access, and Outlook Packet Publishing
Ltd.
Nikos DImitrakos, (2016), Introduction to Ms Access 2016 v31 University of Stockholm and Royal Technical University
Rutkosky, Seguin and Roggen, (2013), Microsoft Power Point, Amazon
Zimmerman and Shaffer, (2013), New Perspective on Microsoft Word, 1st edition, Prentice Hall, New Jersey
SUBJECT TITLE : EVENTS MANAGEMENT
.
SUBJECT CODE : 552/22/S0……
1.0 SUBJECT AIM
The aim of the subject is to produce an Executive Assistant who is able to effectively plan and manage different types of
event projects.

2.1 Understand the purpose of event management
2.2 Apply the phases of event management
2.3 Enumerate the event management process
2.4 Demonstrate how to carry out duties of an event Manager before, during and after an event.
2.5 Manage various events virtually
2.6 Acquire celebrity centered knowledge on event management
2.7 Describe how to plan big events with large audiences
2.8 Explain laws, licenses, safety and security relating to live and virtual events
2.9 Recommend ways of event greening
2.10 Draft an event management business proposal
3.0 TOPICS
 AN OVERVIEW OF EVENT MANAGEMENT

 PHASES OF EVENT MANAGEMENT
 ETHICS IN EVENT MANAGEMENT
 DUTIES OF AN EVENT MANAGER BEFORE, DURING AND AFTER THE EVENT
 VIRTUAL EVENT MANAGEMENT
 CELEBRITY EVENT MANAGEMENT
 INTERNATIONAL EVENTS MANAGEMENT
 EVENT LAWS, LICENSES, SAFETY AND SECURITY
 EVENTS GREENING AND SUSTAINABILITY
 EVENT MANAGEMENT PROPOSAL
3.0 CONTENT
.
4.1 AN OVERVIEW OF EVENT MANAGEMENT
4.1.1 Define event management
4.1.1 Explain the purpose of event management
4.1.2 Explain the categories of events management (Hall Mark, Major events, Local events)
4.1.3 Describe the types of events (corporate, charity, private)
4.1.4 Form events committees
4.1.5 Create an event management structure
4.2 PHASES OF EVENT MANAGEMENT
4.2.1 PRE-EVENT RESEARCH

4.2.1.1 Definition of pre-event research
4.2.1.2 Discuss the setting of event objectives and the needs of the client
4.2.2 DESIGNING THE EVENT (proposal stage 5.14)

4.2.2.1 Explain methods of brain storming.
4.2.2.2 Create event themes.
4.2.2.3 Identify activities to be included in the event proposal
4.2.3 PLANNING
4.2.3.1 Definition of events planning
4.2.3.2 Discuss the importance of event planning meetings
4.2.3.3 Discuss the 5Cs of events management at preparatory stage
4.2.3.4 Explain the Benefits of events planning
4.2.3.5 Conduct an environmental plan
4.2.3.6 Outline the factors affecting events planning
4.2.3.7 Analyse the 7 Steps in event planning
4.2.3.8 Discuss the event framework
4.2.3.9 Carry out a site plan
4.2.3.10 Prepare events Budgets
4.2.3.11 Describe different types of timelines for events
4.2.3.12 Identify protocol for the event
4.2.3.13 Discuss event marketing strategies
.
4.2.4 COORDINATION
4.2.4.1 Describe the 3Cs of event management (Communication, Cooperation, coordination)
4.2.4.2 Discuss the finalization of logistics, manpower and supplier requirements
4.2.5 EVALUATION
4.2.5.1 Describe Post assessment of events
4.2.5.2 Prepare a checklist of objectives and expectations that the client had agreed
4.2.5.3 Discuss how a review of the event is carried out
4.3 ETHICS IN EVENT MANAGEMENT

4.3.1 Define Ethics
4.3.2 Outline unethical behaviors associated with events managers and how they impact on the profession
4.3.3 Discuss methods that can be used to promote ethical behavior
4.3.4 Explain the importance of ethics in event management
4.4 DUTIES OF AN EVENT MANAGER BEFORE, DURING AND AFTER THE EVENT
4.4.1 Explain the duties of an event manager before, during and after an in person/virtual event (invite participants,
organize entertainment, coordinate meetings, make travel and accommodation arrangements, create event
program, procurement, book venue, decorate venue, prepare itinerary etc.)
4.4.2 Role play in person/virtual events.
4.5 VIRTUAL EVENT MANAGEMENT

4.5.1 Describe virtual event management
4.5.2 Discuss types of virtual platforms (webinars, live chats, screen sharing, Zoom, Google Meet, face book )
4.5.3 Create virtual platforms (webinars, live chats, screen sharing, Zoom, Google Meet, face book)
4.5.4 Launch Virtual events
4.5.5 Outline Tools used for virtual events
4.5.6 Identify live streaming software
4.5.7 Use live streaming software
4.6 CELEBRITY EVENT MANAGEMENT

4.6.1 Identify celebrity events
4.6.2 Differentiate celebrity events from regular events.
4.6.3 Identify celebrity management services (handling contracts, sourcing location venues, event and marketing
material design, ticket booking management, VIP and celebrity outreach, brand integration and partnership,
assisting with guests’ lists, concept and theme development).
4.6.4 Describe the duties of a Celebrity Event Manager (event planning, security and risk assessment, marketing and
publicity, negotiating, organizing and logistics)
4.7 INTERNATIONAL EVENTS MANAGEMENT

4.7.1 Examine the current global trends and policies in event management
4.7.2 Explain ways that can be used to tailor events for global audiences (caption live and virtual events, time zones,
cultural diversity factors, language differences)
4.7.3 Describe how to plan big events with global audiences
4.7.4 Identify virtual international event platforms
4.8 EVENT LAWS, LICENSES, SAFETY AND SECURITY (Any relevant legislation)
4.8.1 Describe Procedures followed in giving events notice
4.8.2 Discuss the law of contract
4.8.3 Explain Liquor licenses
4.8.4 Give examples of Trade Acts
4.8.5 Explain Events and Security Acts;
 Occupational Health and Safety Act
 Describe the Environment Management Act (e.g. Chapter 20:27)
 Hazardous Substances Act (e.g. Chapter 15:05)
4.8.6 Crowd Management and Security
4.9 EVENTS GREENING AND SUSTAINABILITY

4.9.1 Define characteristics of a green event
4.9.2 Examine the importance of stakeholder engagement in greening operations.
4.9.3 Explain ways of greening events (using green catering services, utilizing biodegradable products, re-using staff
uniforms, minimize food wastage, go paperless, giving delegates give away that are 100% recycled and branded
gifts that they will not throw away)
4.9.4 Outline the green event checklist
4.9.5 Develop a plan to organize a green and sustainable event
4.10 EVENT MANAGEMENT BUSINESS PROPOSAL

4.10.1 Outline components of an event business proposal
4.10.2 Develop the name of the event company, vision and mission
4.10.3 Develop aims and the objectives of an event
4.10.4 Draft the event proposal (Design phase)
4.10.5 Explain capital budgeting
5 ASSESSMENT SCHEME

40%
Events Management 3 hour written paper A minimum of 100%
552/22/S0……  2 Assignments 20%
 2 Tests 20%

NO TOPIC WEIGHTING
%
1. An Overview of Event Management 10
2. Phases of Event Management 15
3. Ethics in event management 5
4. Duties of an Event Manager Before, 15
During and After the Event
5. Virtual Event Management 10
6. Celebrity Event Management 5
7. International Events Management 10
8. Event Laws, Licenses, Safety and 10
Security
9. Events Greening and Sustainability 10
10. Event Management Proposal 10
TOTAL 100%
Bladen, C., Kennell, J., Abson, A. & Wilde, N. (2017). Events Management: An Introduction. Oxon and New York: Routledge.
Bridges, T. (2014). ‘Exploring contingency planning for adverse weather conditions: How well do event managers plan for
inclement weather?’ Masters of Business (MBus), Unitec Institute of Technology, New Zealand.
Cheapﬂights.com (2013). Top 10 crowd- drawing events from around the world.
Clarke, D. J. (2016). Dull Disasters? How Planning Ahead Will Make a Difference. Oxford: Oxford University Press.
Getz, D. (2018). Event Evaluation. Oxford: Good fellow Publishing.
Jepson, A., & Clarke, A. (2016). An Introduction to Planning and Managing Communities, Festivals and Events. London:
Routledge.
Jepson, A., & Clarke, A. (2016). An introduction to planning and managing communities, festivals and events. London:
Routledge.
Krugman, C., & Wright, R. R. (2006). Global Meetings and Exhibitions (The Wiley Event Management Series). New York:
Wiley.
McGann, B., McGann, C. (2006). The Story of the Tour de France Volume 1:1903– 1964. Indianapolis: Dog Ear Publishing.
SUBJECT: RECORDS AND INFORMATION MANAGEMENT
COURSE CODE: TBA
DURATION: 120 HOURS
1.0 AIM
The aim of the subject is to equip Office Management student with knowledge on Records and Information Management skills
in the Office.
By the end of the subject the student should be able to;
2.1 Understand the basic concepts in Records and Information Management

2.2 Discuss the importance of records as an administrative function of a business.
2.3 select appropriate tools and facilities for storage and retrieval of information
2.4 Carry out records management duties
2.5 Classify records based on the functions and activities the record represent
2.6 Describe records appraisal and develop retention and disposition schedules
2.7 Combine information computer technology into Records and Information Management systems
3.0 TOPICS
- OVERVIEW OF RECORDS AND INFORMATION MANAGEMENT

- RECORDS AS A STRATEGIC RESOURCE
- RECORDS MANAGEMENT RESOURCE REQUIREMENT
- THE ROLE OF AN OFFICE MANAGER IN RECORDS MANAGEMENT
- CLASSIFICATION OF RECORDS
- APPRAISING AND DISPOSING OF RECORDS
- INFORMATION MANAGEMENT
4.0 CONTENT
4.1 OVERVIEW OF RECORDS AND INFORMATION MANAGEMENT

4.1.1 Definition of records management and information management
4.1.2 Describe the nature of records
4.1.3 Discuss public and private records
4.1.4 Identify the users of records
4.1.5 Principles of records archives care
4.1.6 Outline the life cycle of records
4.2 RECORDS AS A STRATEGIC RESOURCE

4.2.1 Explain record keeping and accountability
4.2.2 Discuss records as an administrative function of a government or business
4.3 RECORDS MANAGEMENT RESOURCE REQUIREMENT

4.3.1 Determine the resources required in the records department (staffing, Accommodation, equipment and
materials, managing financial resources)
4.3.2 Identify the storage for current and semi current records.
4.3.3 Explain the physical protection of records (preservation and conservation)
4.4 THE ROLE OF AN OFFICE MANAGER IN RECORDS MANAGEMENT

4.4.1 Process correspondence
4.4.2 File documents
4.4.3 Index the files
4.4.4 Maintain files
4.4.5 Distribute files
4.4.6 Audit files
4.5 CLASSIFICATION OF RECORDS

4.5.1 Describe classification of records
4.5.2 Organise records based on the functions and activities the record represent
4.5.3 Explain the following Records Management terms;
- Archiving
- Alpha-numerical
- Digital records management
- Dewey System
4.6 APPRAISING AND DISPOSING OF RECORDS
4.6.1 Definition of appraisal, retention and disposal of records
4.6.2 Explain two general types of values in the practice of records appraisal (primary value and secondary value)
4.6.3 Describe auditing of files
4.7 INFORMATION MANAGEMENT
4.7.1 Explain the nature of electronic media
4.7.2 Describe Computerized /Cloud Filing/Micro Filming.
4.7.3 Classify records on digital media
4.7.4 Examine the current trends in Records and Information Management
4.7.5 Discuss the management of Records in the cloud, on social media, on electronic mail
4.7.6 Describe Cloud storage
4.7.7 Explain the advantages and disadvantages of cloud storage
4.7.8 Evaluate security threats and vulnerabilities to information
4.7.9 Explore the ethical issues in Information security and privacy
TOPIC TOPIC WEIGHTING

No.
1 Overview of records and information management 10
2 Records as a strategic resource 10
4 Records management resource requirement 20
5 The role of an office Manager in Records 20
Management
6 Classification of records 15
7 Appraising and disposing of records 10
8 Information management 15
TOTAL 100
6.0 SUGGESTED REFERENCE SOURCES
Frank, P.C. (2013). Records and Information Management. London: ALA Neal Schuman.
Kelvin Smith (2016) Public Sector records Management: A Practical Guide
Mcleod, J. and Hare, C. (2015) Managing Electronic Records, Facet Publishing, London
Patni, C.J, Sharma, H.K., Tomar, R and Katal, A. (2022). Database Management System: An Evolutionary Approach
Penn. I.A (etal). (2017). Records Management Handbook. Routledge: London
Saffady, W. (2021). Records and Information Management: fundamentals of Professions Practice. 4th Ed. Rowman and
Littlefield: Lanham
SUBJECT TITLE: HUMAN RESOURCES MANAGEMENT I
CODE: 526/15/S01
DURATION: 180 HOURS
1.0 AIM
The subject aim is to develop a gender sensitive human resources officer, with
knowledge, skills and attitudes required to satisfy the needs of the human resources
department in a sustainable manner.
By the end of the subject the student should be able to:
2.1 trace the evolution of the trade unions.
2.2 discuss the factors that affect the demand and supply of labour in an organisation.
2.3 outline the importance of utilizing effective recruitment and selection techniques and tools in
organisations.
2.4 identify the key issues concerning employee appraisal and remuneration.
2.5 define job evaluation and evaluate the influence of technological change, “red- arching,” demand and
supply issues and grading differentials on job evaluation.
2.6 discuss employee benefits and explain the legal aspects for the provision of provident funds.
2.7 explain the obligations of the employer and employee on health and safety legislation and the
legal sanctions which may be imposed.
2.8 outline the role of the National Social Security Authority in an organisation and the nation as a whole.
3.0 TOPICS
 EVOLUTION OF HUMAN RESOURCES MANAGEMENT
 HUMAN RESOURCES PLANNING
 RECRUITMENT AND SELECTION
 PERFORMANCE APPRAISAL MANAGEMENT
 JOB EVALUATION AND REWARD MANAGEMENT
 HEALTH AND SAFETY
 INDUSTRIAL RELATIONS
4.0 CONTENT
4.1 THE EVOLUTION OF HUMAN RESOURCES MANAGEMENT
Theories and Practices Relating to Human Resources Management

4.1.1 The development of legislation in relation to Human Resources Management.
4.1.2 The evolution of the Trade Unions.
4.2 Human Resources Planning
4.2.1 Definition of Human Resources Planning
4.2.2 The Purpose of Human Resources Planning
4.2.3 The Human Resources Planning Process
4.2.4 The importance and implications of Human Resources Planning within an organisation
5.2.5 Identify the sources and uses of data, both internally and externally
5.2.6 The role of management and the Human Resources Department in the Human Resources Planning process.
5.2.7 Formulating Human Resources planning report.
4.3 Recruitment and Selection
4.3.1 Definition of Job Analysis.
4.3.2 Purpose of and Process of Job Analysis.
4.3.3 Techniques or methods of gathering Job Analysis data.
4.3.4 Characteristics of Job descriptions and Job Specifications.
4.3.5 Define Recruitment and Selection.

4.3.6 Recruitment and Selection process.
- Planning and preparation needed for selection interviews, in respect of the interviews, the interviewee and the
interview environment.
- Nature and purpose of different types of questioning techniques which may be employed and identify common
interviewing errors.
4.4 Performance Management
4.4.1 Definition of Performance Management
4.4.2 Difference between Performance Management and Performance Appraisal
4.4.3 Methods of Performance Management and Appraisal.
4.4.4 Procedure for conducting an appraisal.
4.4.5 Types and uses of documentation associated with Performance Appraisal systems
4.4.6 Relationship between appraisal and remuneration.
4.5 Job Evaluation and Reward Management
4.5.1 Definition and the purpose of job evaluation.
4.5.2 Key features of analytical and non-analytical job evaluation systems e.g. Patterson, Castellion.
4.5.3 Evaluation of the influence of technological change, supply and demand issues and
grading differentials, on job evaluation.
4.5.5 The appeals procedure on the grading system.
4.5.6 Factors affecting Reward Management
4.5.7 Remuneration systems:

- payment by results
- time rate system
- consolidated and unconsolidated payments
- bonus payments
- profit sharing
- allowances and fringe benefits
4.5.7 Benchmarking Salary Survey
4.5.8 The role of collective bargaining in determining remuneration in the Zimbabwean context
4.5.9 Development of ‘personal’ remuneration contracts
4.5.10 Statutory requirements for payments of wages
4.5.11 Statutory requirements on deductions
4.5.12 Employee Benefits
4.5.13 Types of employee benefits
4.5.14 The legal aspects for the provisions of provident funds
4.5.15 Reasons for the provision of Insurance Cover in employment (i.e. disablement, death in service etc.)
4.5.16 Guiding principles on employee benefits
4.6 Safety, Health, Environmental Practice (SHE)

4.6.1 SHE Purpose
4.6.2 The role of statutory or governing agencies charged with promoting health and safety standards at
work
4.6.3 The main obligations of the employer and employee under health and safety legislation, and the
legal sanctions which may be imposed
4.6.4 The powers of the Inspectorate Regulations (NSSA)
4.6.5 The main provisions of any statutory or government advice relating to health and safety
4.6.6 The role of management in developing health and safety policies and awareness e.g. HIV and Aids Policies
4.6.7 The significant developments in Zimbabwe relating to health and safety
4.7 Industrial Relations
4.7.1 Code of conduct
4.7.2 Disciplinary hearing procedure
4.7.3 Grievance handling procedure.
4.7.4 Dispute Resolution, Conciliation, Mediation and arbitration
4.7.5 Ways of maintaining industrial harmony (employment relations policies, continuous review of employment relations
policies, Works Council meetings etc.)

EXAMINATION 40% ASSESSMENT 60%
HUMAN 3 hour written paper A minimum of 100%
RESOURCES  2 Assignments 20%
MANAGEMENT 1  2 Practical assignments 20%
526/15/S01  2 Tests 20%
NO TOPIC WEIGHTING QUESTIONS

%
1. Evolution of Human Resources 10% 0,8
Management
2. Human Resources Planning 10% 0,8
3. Recruitment and Selection 20% 1,6

4. Performance Appraisal 15% 1,2
5. Job Grading and Remuneration 20% 1,6
6. Employee Benefits 15% 1,2
7. Health and Safety 10% 0,8
TOTAL 100%
Armstrong M, (2006), Handbook of Human Resources Management Practice, 7th Edition, Kogan Page, London
Armstrong M, (2004), Managing Performance: CIPD, London
Manus, T M and Graham, M D. (2003), Creating a total reward strategy, American Management Association.
Pointon, J & Ryan, A J. (2004), Reward Management and Performance Management NSSA Schemes
Beardwell, H. & Claydon T. (2004) Human Resources Management, A Contemporary Approach 4th edition, England,
Pearson.
SUBJECT: PUBLIC RELATIONS

CODE: 526/15/S03
1.0 AIM
The aim of the subject is to provide the trainee with a good communication of the complex flow of relationships within an
organisation and between the organisation and its publics, equipping them with practical skills to perform Public Relations
duties.
2.1 Distinguish Public relations from other related disciplines ( advertising, propaganda and publicity) and publics of an
enterprise
2.2 Discuss the factors necessary in an appropriate personality and sound judgement in relation to secretarial public relations
2.3 Distinguish between the roles of a Public Relations department and Public Relations Consultancy
2.4 Analyse and investigate the Public Relations process
2.5 Display ability in handling mode of communication ( press , print and telephonic media)
2.6 Explain the methods and techniques to promote the corporate image both in the domestic and external markets
3.0 TOPIC
 BACKGROUND TO PUBLIC RELATIONS
 THE SECRETARY AS A PUBLIC RELATIONS REPRESENTATIVE
 THE PUBLIC RELATIONS PRACTICE
 PUBLIC RELATIONS PLANNING

 PUBLIC RELATIONS PROCESS
 RELATIONS WITH THE OUTSIDE WORLD- PRESS RELATIONS
 RELATIONS WITH THE OUTSIDE WORLD- OTHER TOOLS
 PUBLIC RELATIONS IN NON –PROFIT MAKING ORGANISATIONS
 PUBLIC RELATIONS IN PROFIT – MAKING ORGANISATIONS
 PUBLIC RELATIONS IN THE PUBLIC SECTOR
 PROMOTING ZIMBABWE ABROAD
 ETHICS IN PUBLIC RELATIONS
2.0 CONTENT
4.1 BACKGROUND TO PUBLIC RELATIONS
4.1.1 Scope, definition, objectives of Public Relations

4.1.2 Difference between Public Relations and Advertising, Promotion, Propaganda and Publicity
4.1.3 Attitude and opinions
4.1.4 Determine target publics of Public Relations
4.1.5 Public Relations Images: Wish, Current, Corporate, etc.
4.1.6 Internal Publics
4.1.7 External Publics
4.2 THE SECRETARY AS A PUBLIC RELATIONS REPRESENTATIVE
4.2.1 Explain the importance of appearance and behaviour ( grooming and personality)
4.2.2 Explain the need for good relations in dealing with the boss
4.2.3 Discuss the importance of the role of secretary as link and barrier to chief and those outside
4.2.4 Analyse the aspect of:
a) Listening and objective criticism

b) Liking and respect
4.3 THE PUBLIC RELATIONS PRACTICE
4.3.1 Organisation and structure of a Public Relations Department

4.3.2 Advantages and disadvantages of a Public Relations Department
4.3.3 The Public Relations Consultancy
4.3.4 Advantages and disadvantages of using Consultancy Services
4.4 PUBLIC RELATIONS PLANNING
4.4.1 Aims and objectives of Public Relations Planning

4.4.2 Target publics
4.4.3 Use of opinion surveys to determine corporate images
4.4.4 Planning strategies
4.4.5 Media selection techniques
4.4.6 The Public Relations Programme
4.5 PUBLIC RELATIONS PROCESS
4.5.1 Analysis of the problem

4.5.2 Development of the programme
4.5.3 Implementation of the programme
4.5.4 Evaluation of the programme
4.6 RELATIONS WITH THE OUTSIDE WORLD- PRESS RELATIONS
4.6.1 Identify press facilities and need for fair and accurate reporting
4.6.2 Produce advertisements and explain services offered by public agencies
4.6.3 Discuss preparation of speeches for public presentation, press facilities
4.6.4 Organise and prepare for conference
4.6.5 Plan and Organise press conference, press receptions and facility visits
4.6.6 Explain the role and responsibility of the secretary in connection with social functions
4.6.7 Recommend methods of business entertaining
4.7 RELATIONS WITH THE OUTSIDE WORLD- OTHER TOOLS
Explain and evaluate the use of the following tools/ projects

4.7.1 Visual Aids- photographs, pictures etc.
4.7.2 Printed Publications
- House journals
- Brochures
- Newsletters
- Magazines
4.7.3 Oral and written communication

4.7.4 Exhibitions
4.7.5 Telephonic media
4.7.6 Sponsorships
4.7.7 Social responsibility programmes
4.8 PUBLIC RELATIONS IN NON –PROFIT MAKING ORGANISATIONS
4.8.1 The role of Public Relations in non- profit making organisations

4.8.2 Solutions to the Public Relations problems of educational, welfare, service organisations
4.8.3 The role of fund-raising programme and membership drives
4.8.4 The public of non- profit organisations
4.9 PUBLIC RELATIONS IN PROFIT – MAKING ORGANISATIONS
4.9.1 Methods of selling Public Relations to Management

4.9.2 Internal and external relations with Public Relations and Public Relations interaction with a dynamic
environment
4.10 PUBLIC RELATIONS IN THE PUBLIC SECTOR
4.10.1 Identify the task and evaluate the role of Public Relations in the Public Sector
a) National level
b) Regional level
c) Municipal level
4.11 PROMOTING ZIMBABWE ABROAD
Outline and explain suitable media for promoting Zimbabwe and her interests abroad
4.12 ETHICS IN PUBLIC RELATIONS
4.12.1 Public Relations codes of conduct

4.12.2 What makes a good Public Relations Practitioner

EXAMINATION 40% ASSESSMENT 60%
PUBLIC 3 hour written paper A minimum of 100%
RELATIONS  2 Assignments 20%
526/15/S03  2 Tests 20%
TOPIC WEIGHTING NO. OF

ITEMS
BACKGROUND TO UBLIC 5 0.6
RELATIONS
THE PRACTITIONER AS A 10 1.3
PUBLIC RELATIONS
REPRESENTATIVE
THE PUBLIC RELATIONS 15 2
PRACTICE
PUBLIC RELATIONS PLANNING 15 2
PUBLIC RELATIONS PROCESS 10 1.3
RELATIONS WITH THE OUTSIDE 10 1.3
WORLD- PRESS RELATIONS
RELATIONS WITH THE OUTSIDE 10 1.3
WORLD- OTHER TOOLS
PUBLIC RELATIONS IN NON – 5 0.6
TRADING ORGANISATIONS
PUBLIC RELATIONS IN THE 5 0.6
TRADING ORGANISATIONS
PUBLIC RELATIONS IN THE 5 0.6
PUBLIC SECTOR
INTERNATIONAL PUBLIC 5 0.6
RELATIONS
CONTEMPORARY ISSUES IN 5 0.6
PUBLIC RELATIONS
TOTAL 100
7.0 SUGGESTED REFERENCES:
Cutlip S M. and Centre A H. (1978), Effective Public Relations, Eaglewood

Cliffs, New Jersey, Prentice Hall
Grunig, James E; Hunt, Todd (1984), Managing Public Relations (6th ed.), Orlando, FL: Harcourt Brace Jovanovich
Seitel, Fraser P. (2007), The Practice of Public Relations. (10th ed.), Upper Saddle River, NJ: Pearson Prentice Hall
Rubel, Gina F. (2007), Everyday Public Relations for Lawyers (1st ed.), Doylestown, PA, ISBN 978-0-9801719-0-7
Roos, Dave. "What Is Public Relations?" How Stuff Works. N.P., 5 Apr. 2008. Web. 25 Nov. 2014.
Goldman, Eric (1948). Two-Way Street, Bellman Publishing Company.
Edward Bernays, “The New Propagandists,” in Propaganda, (New York: H. Liver light, 1928), 38.
MINISTRY OF HIGHER AND TERTIARY EDUCATION, INNOVATION, SCIENCE AND
TECHNOLOGY DEVELOPMENT
SKILLS PROFICIENCY SCHEDULE
INDUSTRY TRADE/ OCCUPATION CLASS/ LEVEL
BUSINESS EXECUTIVE ASSISTANT NATIONAL DIPLOMA
DUTY A: OFFICE MANAGEMENT
Pre-requisites: Approval Date: Review Date:
TASK STEPS PROFICIENCY RELATED WORKPLACE
INDICATORS KNOWLEDGE ESSENTIAL SKILLS
1. Welcome, screen - Visitors are - Customer Care - Communication
1.1 Attend to Clients and record visitors welcomed and - Public Relations - Eloquence
from the reception recorded - Diplomacy - Business Etiquette
2. Inform the host - Host is informed
- Diplomacy
3. Visitors are directed about the visitor
to the intended host - Visitors received - Interpersonal skills
4. Disseminate by the intended
information to host
clients - Proper channels
5. Adopt new ways of are used to
attending to clients disseminate
information
- New ways of
doing business
are identified
1.2 Attend to Mail - Receive mail from - Mail received - Fling systems - Records
reception, date from reception, - Types of files Management
stamp and record date stamped and - Storage systems - Communication
- Sort mail according recorded - Time management
to priority - Mil is sorted
- Attend to an urgent according to
mail priority
- Send confidential - Urgent mail is
mail to the intended attended to
officer - Intended officer
- Act on the rest of receives mail
the mail marked
- File correspondence confidential
using the - The rest of the
appropriate filing mail is attended
system to
- Mail is filled
using the
appropriate filing
system
1. Collect/receive - Collected - Diarising - Communication
1.3 Manage Physical diary appointments information is - Business etiquette - Planning
2. Inform the relevant availed -Public relations - Organising
person - Confirm - Computer literacy - Proactive
3. Confirm appointment - Controlling
appointment request accordingly - Time management
4. Cancel, postponed, - Relevant - Problem solving
or reschedule information - Diplomacy
appointments conveyed to - Interpersonal
5. Inform the intended clients and - Telephone Etiquette
client in ample time officials
6. Record - Appointment
appointments using recorded using
appropriate appropriate
platforms and platforms
cancel meetings as - Intended client is
confirmed informed
7. Share schedule of - Appointments are
appointments recorded
` appropriately and
cancelled as
confirmed
- Share schedule of
appointments
1.4 Develop a Job 1. Perform a Job - Interview guides, - Knowledge on how - Communication
Description analysis questionnaires to carry out skills
2. Establish the and observation interviews. - Analytical skills
functions for the job schedules are - Knowledge on how - Planning skills
3. Prepare the structure prepared. to design - Attention to detail
of the job - Functions of the questionnaires. - Word Processing
description positions are - Knowledge on time skills
4. Select a disclaimer defined and Management. - Organizing skills
5. Request for stated. - Human Resources - Interpersonal skills
signatures to be - Topics to be Management. - Leadership
indicated on included in the - Recruitment and - Decision making
signature lines job description selection - Performance
6. Draft the job are stated (e.g. management
description job title, salary
7. Send the draft to the grade, reports to
Manager for etc.)
validation - A statement that
8. Cloud duties may
save/physically file change is drafted.
the copy of the final - Signature lines of
job description supervisor/emplo
yer are included.
- The draft job
description is
prepared.
- The job
description draft
is sent for
validation.
- A copy of the
final job
description is
cloud saved or
filed in physical
file
1.5 Develop a Job 1. Identify the job post - Job post is stated - Human Resources - Analytical skills
Specification 2. Identify the department - Department for Management - Communication skills
for the post. the post is - Organizational - Analytical skills
3. Indicate the supervisor indicated knowledge - Planning skills
to whom the holder of - Supervisor of the - Knowledge on team - Attention to detail
the post will report to post holder is work - Word Processing skills
4. Establish the stated - Time management - Interpersonal skills
subordinates for the - Subordinates - Recruitment and - Organizing skills
holder of the post. names are selection
5. Indicate the objectives identified
of creating the post - Objectives of the
6. Identify the duties, position are noted
responsibilities and - Duties,
qualifications of job responsibilities
holder and qualifications
7. Draft the job of the job holder
specification are listed
8. Send the draft for - Draft job
validation. specification
9. Proofread, cloud availed
save/physically file the - Corrected copy
copy of the final job produced
description - Final copy of the
file is saved
1. Know your - Manage -Supervisory knowledge -Use of universal
1.6 Supervise Junior Staff subordinate Subordinates -Business etiquette languages
(physically) profiles, set targets database and set - Public relations - Planning
and short-term objectives -Motivation ability - Organising
objectives - Things to do list -Computer literacy - Leading
2. Draw up a things is availed and -Stationery selection - Controlling
to-do list and duties are - Time management
allocate duties assigned - Problem-solving
3. Carry out individual - Appraisals are - Diplomacy
appraisals conducted - Interpersonal skills
4. Identify - Performance gaps - Decision making
performance gaps are identified - Performance management
5. Send for training - Appropriate - punctuality
6. Make a progress training
report recommended
- Progress report
produced
1.7 Request for stationery 1. List required 1. list of stationery - Knowledge of the - Communication
Stationery. required is availed type of stationery - Interpersonal
2. Complete 2. A completed used in your office - Organizing
requisition form requisition form - Knowledge of the - Planning
3. Requisition form is with quantity is different types of - Controlling
taken for signature availed. stationery used in
4. Requisition form is 3. Requisition form is your department
taken to stores signed - Knowledge on form
5. Collect stationery 4. Requisition form is deign
and retain a copy of availed to stores
the requisitions personnel
form for filing 5. Requisition copy if
6. Stationery is filled
distributed within 6. Stationery is
the department distributed
TOOLS AND EQUIPMENT NECESSARY TO COMPLETE THIS DUTY:

Office Desk & Ergonomic Office Chair
Switchboard
Telephone
Stamp date
Reception desk and chair
Visitors’ chair
Computer
Multi-functional Printer
Desk Calendar
Fax
Scanner
Copier
Puncher (All sizes)
Stapler (All Sizes)
Stapler Remover
Paper tray
Dustbin
MATERIALS
Stationery and Sundry
HEALTH, SAFETY AND ENVIRONMENTAL ISSUES RELATED TO THIS DUTY:
First aid kit

Housekeeping
Protective clothing
EMA Regulations
NSSA Regulations
WHO Regulations
GESI – Gender Equality and Social Inclusion
Labour Act
SPECIFIC WORKER TRAITS REQUIRED TO COMPLETE THIS DUTY:

Discreetness
Emotional intelligence
Confidentiality
Efficient and effective
Patient
Presentable
Punctuality
Multi-tasking
Adaptability
Responsiveness
Page 1 of 173
DUTY B: EVENTS MANAGEMENT
TASK STEPS PROFICIENCY INDICATORS RELATED WORKPLACE

KNOWLEDGE ESSENTIAL
SKILLS
2.1 Event Preparatory 1. Prepare for the event; notice, 1. Initial event planning - Minute taking - Grooming and
(Initial Meeting) agenda and minutes of the meeting is held - Knowledge on Deportment
previous meeting 2. Event planning teams are put type of - Time
2. Identify planning teams in place stationery used management
3. Sent notice, agenda and 3. Minutes of previous meeting, in meetings - Communication
minutes of the previous notice and agenda are - Audio typing - Negotiating
meeting to the event planning prepared and sent to the - Typing
committee Event Planning committee - Short-hand
4. Avail stationery and 4. Stationery and supporting - Innovativeness
supporting material before material is availed prior to - Book keeping
the meeting the meeting date - Record
5. Choose recording 5. The recording medium is Management
media/Shorthand identified according to the - Creativity
6. type the recorded minutes type of meeting - Team Player
7. Circulate minutes of the 6. Minutes are recorded using
previous meeting periodically the chosen medium
7. Periodic Minutes of the
Event Planning Committee
meetings circulated as the
event planning progresses
2.2 Prepare Budget 1. Identify nature of event 1. Nature of event is identified - Floral design - Financial skills
Page 2 of 173
KNOWLEDGE ESSENTIAL
SKILLS
2. Coordinate the event team 2. Events teams are coordinated - Travel and - Communication
3. Plan the menu 3. Menu is planned accommodation - Typing
4. Find out the cost of the menu, 4. Cost of menu is established - Basic Accounts - innovativeness
venue, decorations, 5. Cost of venue is established
entertainment, travel and 6. Cost of decorations is
accommodation established
5. Seek approval of budget of 7. Cost of accommodation is
all expenses established
8. Cost of travel and
subsistence are established
9. Cost of entertainment is
established
10. Approval of budget of all
expenses is sought
-
1. Identify participants - List of participants generated - Mastery of types of - Communication
2.3 Invite Participants 2. Determine mode of - Appropriate mode of events (Written and Verbal)
communication to send out communication to send out - Database on type -Highly Organised
invitations invitations is selected venues and and efficient
3. Send out invitations - Invitations send timeously in accommodation - Planning and
4. Identify Speakers and line with type of event (Hotelier Directory) Coordination
assign specific topics - Ensure Topics correspond - Preparation of - Numeracy and
5. Follow up with Speakers with the Theme of the event invitations and budget compilation
for their attendance - Confirmations from Speakers programme knowledge
confirmations received - Types of stationery - Time management
6. Engage Interpreters - Approval of Final Events materials used for Ability to prioritise
services Programme invitations and meet set
7. Draft initial programme - RSVPs Received - Knowledge of timelines
incorporating confirmed - Compile final Participants software packages to -Multitasking
Speakers and topics listing -Negotiation
Page 3 of 173
KNOWLEDGE ESSENTIAL
SKILLS
8. Get programme approved produce electronic -Public Relations
by CEO and Events invitations - Grooming and
Committee - Proficiency in MS etiquette
9. Follow up on participants Office Programmes - Diplomatic
invitations (RSVP) - Shuttle transport Protocols
10. Come up with a services
comprehensive list of - Current and up to
participants to get final date types of
attendance numbers entertainment
- Business etiquette
Grooming, dress
code for different
type of events
-Diplomatic and
Government
Protocol Etiquette
1. Establish distance from - Establish and calculate the - Database of Types Communication
2.4 Make travel venue distance between participants of venues and (Written and verbal)
arrangements 2. Determine mode of location and venue accommodation Highly Organised
transport - Suitable mode of transport -Knowledgeable on Planning
Source for quotations for is determined creating of Coordinating
selected mode of transport - Source three (3) quotations invitations cards Numeracy
following PRAZ Act for comparison in line with - Acquainted with Time management
(Chapter 22:23) PRAZ Procurement types of materials Attention to detail
3. procurement Regulations Regulations used for invitations Negotiation
4. Select most suitable - Transport service provider card Multitasking
transport service provider selected using the most - Proficiency in MS Public Relations
5. Request for a quotation competitive quotation Office programmes Networking
6. Prepare comparative
schedule
Page 4 of 173
KNOWLEDGE ESSENTIAL
SKILLS
7. Communicate and inform - Inform selected service - Have Information
selected service provider of provider of intention to use on Modes of
the intention to use their their services transport
services - Carry out all the internal - Database of types
8. Prepare the requisition and process of shuttle services
send requisition for - Signed purchase order and car rental
signature scanned and emailed to companies
9. Prepare Purchase Order supplier
10. Scan and email Purchase - Requisition form filled and
Order to Service provider order form together with
11. Retain a copy invoice attached
12. Submit invoice, requisition, - Copy of requisition, order
and order to Finance for and invoice filed
payment - A signed requisition, order
13. Scan and email proof of and invoice submitted to
payment (POP) to selected Accounts for payment
service provider - Copy of Proof submitted to
14. Request for service provider
acknowledgement of - Receipt is received and filed
payment
15. Attach Receipt received
together with the rest of the
documentation and file
1. Identify type of - Type of accommodation - Database of types - Communication
2.5 Make accommodation selected of accommodation (Written & verbal)
accommodation 2. Source three (3) quotations - 3 quotations are availed for facilities - Organising
arrangements following PRAZ comparison in line with - Allocate - Planning
Procurement Regulations company policy and PRAZ appropriate - Coordinating
3. Select most suitable Procurement Regulations accommodation - Numeracy
quotation in line with - Select Competitive room to seniority - Time management
Page 5 of 173
KNOWLEDGE ESSENTIAL
SKILLS
company policy and PRAZ - Source quotation - Calculation of - Negotiation
Regulations - Raise Internal requisition Travel and - Networking
4. Confirm accommodation - Formal communication and Subsistence - Public Relations
booking using the confirmation send to selected allowances using
appropriate mode of venue appropriate travel
communication - Signed Purchase order send rates
5. Request for quotation to supplier using appropriate - Computer literacy
6. Prepare the requisition communication method - Information on
7. Prepare internal requisition - Office copy of Requisition shuttle services
for signature form, purchase order form providers
8. Retain an office copy together with invoice files - Knowledge of
9. Prepare Purchase Order and - A signed requisition, accommodation
forward to service provider purchase order and invoice packages and
10. Submit invoice, internal submitted to Accounts for surrounding
requisition, and purchase payment amenities
order to Finance for - Copy of proof of payment
payment (POP) submitted to service
11. Forward proof of payment provider
(POP) to selected service - Received receipts are
provider attached to the rest of the
12. Request for documents and filed.
acknowledgement of
payment
13. Attach Receipt received
together with the rest of the
documentation and file
2.6 Prepare an 1. Confirm dates of trip - Know the number of days of - Mastery of types of -Communication
Itinerary 2. Confirm accommodation the trip events (Written and verbal)
booking - Database of venues -Organising
and accommodation - Planning
Page 6 of 173
KNOWLEDGE ESSENTIAL
SKILLS
3. Confirm transport pick up - Confirm the travel dates - Preparation of -Coordinating
and drop off points according to mode of detailed itinerary -Numeracy
4. Confirm meeting times transport - Relevant -Time management
5. Check calendar for public - Book Tickets according to information included -Attention to Detail
holidays mode of transport in an itinerary -Negotiation
6. Confirm activities available - Ensure vehicle are preparation
7. Confirm mealtimes roadworthy and fuel is - Computer literacy
8. Draw up a comprehensive readily available - Knowledge of
itinerary, indicate check in - Accommodation Check in itinerary designer
check out dates, meal times and check out times and Templates
and list of places to be dates - Knowledge of
visited - Pick up and drop off points extramural activities
9. Divide itinerary in date noted
order and sections - Meeting times specified
10. List important toll-free - Extramural activities noted
numbers i.e. Police - Mealtimes stated
11. Proofread and double check - All activities indicated on
time and spellings itinerary and send to
typographical errors participants
- List of places to visit
- Plan out logical routes
- - Take note of fees i.e.
entrance fees, shuttle fares
etc.
2.7 Book Venue 1. Identify type of event - Name of event stated - Mastery of types of - Excellent
2. Establish number of - Number of participants events Communication
participants enumerated - Database on types skills (Written and
3. Conduct site visits of venue - Type of venue cited in line of venues and Verbal)
to ensure all required with event requirements accommodation - Highly Organised
amenities are available (Hoteliers Directory) and efficient
Page 7 of 173
KNOWLEDGE ESSENTIAL
SKILLS
4. Identify type of venue - At least 3 quotations are - Preparation of - Planning
5. Source quotation after site sourced for comparison in invitations - Coordinating
visits line with PRAZ Procurement - Types of stationery - Negotiation
6. Do comparative schedules of Regulations materials used for - Numeracy
the events venue - Venue is selected using the invitations cards -Time management
7. Select suitable venue most suitable quotation - Knowledge of - Ability to prioritise
8. Communicate and confirm - Formal communication sends software packages to and meet timelines
venue availability with the to selected venue produce electronic - Detail Oriented
selected venue - Signed Purchase Order send invitations - Problem Solving
9. Prepare requisition and have to supplier (i.e., Publisher) - Grooming and
it signed off - Completed Requisition form - Proficiency in MS etiquette
10. Send requisition for signing and Purchase Order form Office Programmes -Diplomatic
and file office copy attached invoice - Modes of transport Protocols
11. Issue purchase order, scan, - Copy of requisition, order - Current and up to -Delegating Skills
and email to supplier and invoice filed date types of - Team Player
12. Request for Tax invoice - A signed requisition, order entertainment -Multitasking
13. Submit Invoice, copies of and invoice submitted to (Genres) -Change
requisition and purchase Accounts for payment -Business etiquette Management
order to finance for payment - Copy of proof of payment Grooming /dress -Emotional
14. Forward Proof of Payment (POP) scanned and emailed codes for different Intelligence
(POP) to selected supplier to service provider types of events - Public Relations
15. Request for - Draft Events schedule -Diplomatic Protocol skills
acknowledgement of payment /Checklist and follow Etiquette - Networking
16. Attach Receipt received timelines - Market trends -Creativity and
together with the rest of the - Virtual Events and Flexibility
documentation and file Conferencing Trends -A Penchant of fine
(i.e., Webinars, Live things
chats,)
Page 8 of 173
KNOWLEDGE ESSENTIAL
SKILLS
- Types of video
conferencing
software packages
i.e., Zoom, Teams,
Skype, and Google
Hangouts
2.8 Decorate Venue 1. Source quotations from - Quotations are sourced from Knowledge on Communication
suppliers registered with Suppliers registered with procurement Negotiating
PRAZ Procurement Regulatory Accounting Innovativeness
2. Prepare a comparative Floral design Motivation
Authority of Zimbabwe
schedule Leadership
3. Prepare a purchase order (PRAZ) Act: - The Public Multitasking
with suitable supplier Procurement and Disposal of
4. Identify décor’ provider Public Assets Act [Chapter
5. Set up stage a day before 22:23]
6. Identify back up power - Comparative schedule from
source three suitable suppliers is
7. Start décor’ before the
prepared
event
8. Finalise décor’ in the early - Purchase Order is done to the
hours before event suitable Supplier
Page 9 of 173
KNOWLEDGE ESSENTIAL
SKILLS
- Décor Service Provider is
identified
- Set up of stage is done a day
before the event
- Backup power source should
be on standby
- Initial preparation of the
venue decoration is started a
day before the event
- Final touches of the deco are
done early hours of the day
of the event
2.9 Organise 1 Receive Menu and Cordials - Take note and compile - Acquainted with - Communication
Refreshments, Meals, Listing from Banqueting Individual dietary types of hotel menus (Written and verbal)
and Entertainment Department requirements for events/ functions -Organising
3 Know your guests’ profile - Acquainted with -Planning
- Preferred entertainment
4 Liaise with Banqueting Common Ethnic - Coordinating
Department on menu selection agreed upon and recorded catering menus - Numeracy
and dietary requirements - Three (3) quotations are - Acquainted with - Time management
Banqueting Department to availed for comparison in the entertainment -Food and Nutrition
provide menu and refreshments line with company policy industry -Negotiation
quotation and PRAZ Procurement -Knowledgeable of -Table setting styles
5 Select most suitable choice of Regulations table settings styles and dinning
menu in line with guests’ - Food and Nutrition etiquette
- Meals, refreshments, and
dietary requirements information - A Penchant of fine
6 Select suitable Entertainment in entertainment selected things
line with the function /event using the most
Page 10 of 173
KNOWLEDGE ESSENTIAL
SKILLS
7 Facilitate rehearsals of competitive quotations in - Aware of Religious
entertainment line with company policy food preparatory
8 Confirm attendance and ensure - Formal communication requirements
that the program is adhered to - Aware of various
send to all selected
9 Consider age group of dietary restrictions
participants when finalizing service providers - Appropriate room
on entertainment - Raise internal layout to
requisitions for signing accommodate meals
- Signed purchase orders and entertainment
N.B: Steps 8 to 16 applies to send to suppliers proceedings
both services. - Office copies of - Dinning Etiquette
10 Request for a quotation for
Requisition forms,
both services
11 Prepare internal requisitions for Purchase orders and
signature invoices are filed
12 Retain office copies - Signed requisitions,
13 Prepare Purchase Orders purchase orders and
14 Submit invoices, requisitions, invoices are submitted to
and purchase orders to Finance Accounts for payment
for payment
- Proof of Payment
15 Forward proof of payment
(POP) to selected service (POPs) forwarded to
providers service providers
16 Request for acknowledgement
of payment
18 Attach Receipts together with
the rest of the documentation
and file
2.10 Post Event 1. Give feedback on the specific - Teams to give feedback on the - Knowledge on - Presentable
Evaluation events tasks carried specific events tasks carried report writing - Punctuality
Page 11 of 173
KNOWLEDGE ESSENTIAL
SKILLS
2. Recommend improvement on - Recommendation on - Communication - Innovative
areas of weakness for future improvement on areas of - problem solving - Efficient and
Events weakness for future Events is Effective
3 circulate Final Report of the done - Emotional
event to the organising team - Final Report of event is Maturity
circulated to the organising - Patient
team - Sociable
- Honest

 Office Desk and Ergonomic Office Chair
 Telephone
 Mobile Phone
 iPad
 Switchboard
 Computer (Desktop and Laptop)
 Fax machine
 Multi-Function Printer
 Puncher
 Stapler
 Filing cabinet
 Photocopier
 Scanner
 Desk Calculator
 Guillotine
 Dustbin
 Shredder
Page 12 of 173
MATERIALS

 First Aid
 First aid kit
 Housekeeping
 Personal Hygiene
 WHO Regulations
 EMA Regulations
 GESI - (Gender Equality and Social Inclusion)
 Ergonomic Office Equipment

 Presentable
 Punctuality
 Innovative
 Efficient and Effective
 Emotional Maturity
 Patient
 Sociable
 Honest
 Confidentiality
 Self-confidence
 Self-esteem
 Teamwork
 Networking
 Excellent Multitasking Skills
 Good diplomacy and Analytical Skills
Page 13 of 173
 Problem Solving

DUTY C: RECORDS MANAGEMENT

KNOWLEDGE ESSENTIAL SKILLS
3.2 File Documents 1 Identify appropriate -Filing systems -Proficiency in MS
filing methods - Suitable filing method -Storage systems access and document
2 Identify type of chosen according to -Types of files management software
stationery to be used company filing policy -Archiving policy -Planning
for physical filling - Suitable file chosen -Audit processes -Organizing
3 Correctly Label and according to type of -Computer literacy -Time management
name physical and document -Use of appropriate -Interpersonal skills
electronic files - Files clearly labelled office filing equipment -Numeracy
4 File documents in - Documents placed in and stationery -Adaptability
appropriate files appropriate files - Knowledge of - Emotional Intelligent
5 Index files - Index cards filled in company policy on
retention and destruction
of documents
Page 14 of 173
3.3 Maintain records 1. Receive records to
be maintained - Records are received - Filing systems -Proficiency MS Access
2. Bind documents - Bound documents availed -Storage systems and document
3. Laminate documents in the relevant files -Types of files management software
4. Staple loose - Laminated copies availed -Archiving policy -Planning
Documents - Loose documents stapled -Audit processes -Organizing
5. Place documents in a - Place un punched -Computer literacy -Time management
plastic filing pocket document in a filing -Use of appropriate -Interpersonal skills
6. Replace damaged sleeve pocket (i.e. Legal filing office equipment -Numeracy
files and retain them Documents) - Filing systems
7. Archive files and - Damaged files replaced -Storage systems
destroy files with new files -Types of files
according to - List of archived -Archiving policy -Proficiency MS Access
company policy documents filed availed -Audit processes and document
-Computer literacy management software
-Use of appropriate -Planning
filing office equipment -Organizing
-Time management
-Interpersonal skills
-Numeracy
3.4 Distribute records 1. Receive file requests - Requests for files are Records management Planning
2. Retrieve files as received and recorded Filling methods -Organizing
requested, record and - Requested files are Follow up systems -Time management
sign retrieved, recorded and Communication -Interpersonal skills
3. Distribute file to signed off Types of files -Numeracy
intended personnel - Files are distributed to
4. Make a follow up on relevant departments and
distributed file signed off
- Follow-up is made on
distributed files
Page 15 of 173
5. Record returned files and - Returned files are recorded,
have the Officers who signed for and stored
had requested to sign
3.5 Audit Records 1 Request the lists of - A list of records to be Filing systems -Proficiency MS Access
records to be audited audited is produced -Storage systems and document
2 Design audit - Audit checklist stating file -Types of files management software
checklist for the name, location and -Archiving policy -Planning
records content is availed -Audit processes -Organizing
3 Record files on - All files are recorded on -Computer literacy -Time management
checklist the checklist -Use of appropriate -Interpersonal skills
4 Carry out audit - File audit report is filing office equipment -Numeracy
5 Produce a report produced
3.6 Retrieve records 1 Record in the - Requested records are Filing systems -Proficiency MS Access
records recorded in the record -Storage systems and document
book/register the book -Types of files management software
requested records - Requested record is -Archiving policy -Planning
2 Pull out and issue received and signed for by -Audit processes -Organizing
records to relevant relevant department -Computer literacy -Time management
department - Follow ups on requested -Use of appropriate -Interpersonal skills
3 Relevant records are carried out filing office equipment -Numeracy
Departments signs - Returned records are
for received records recorded
4 Follow up on issued - Returned records are
records placed back appropriately
5 Receive records
from departments
Page 16 of 173
and indicate in the
register
6 Place returned
records in the
appropriate place
3.7 Disposal of records 1. Establish the type of - the type of record to be Knowledge of disposal Confidentiality
record to be destroyed is indicated methods Organizing
destroyed i.e. - a destruction form is Form design Analytical skills
original/duplicate completed Computer literacy
2. Complete a - appropriate disposal Planning
destruction form method is identified Record and information
3. Identify the - destruction form is management
appropriate disposal completed Company disposal
methods i.e. if - a copy of the destruction policy
physical place in a form is filed Form design
secure destruction
bin. If
electronic/digital
media delete
4. Send a completed
destruction form to
the appropriate
department
5. Retain a copy for
filing
3.8 Information 1. Collect information - Information is received, Records management Innovative
Management (written, video, created and captured Information Communication
audio, electronic) - Relevant information is management ICT skills
create, receive and organized Attention to detail
capture Listening skills
Page 17 of 173
2 Organise relevant - Security protocols to Company policies on
information disseminate/use records and information
3 Identify security information are identified management
protocols to - Information is archived
disseminate/use according to company
information policy
4 Use company policy - Records are maintained,
to archive protected and preserved
information using the relevant method
5 Maintain, protect of preservation
and preserve - Information which is no
information using longer needed is disposed
appropriate methods
6 Dispose information
Which is no longer
required

Desk and Chair Laminator
Filing cabinets Multi-Function Printer
Puncher Multi-Function Photocopier
Sorter Computer/Laptop
Stapler External Hard drive for backup
Spiral/Electronic Binding machine Guillotine
Shredding machine Telephone
MATERIALS
Page 18 of 173
First Aid
Office safety
Housekeeping
Personal protective clothing
EMA Regulations
WHO Regulations
GESI – (Gender Equality and Social Inclusion)
Ergonomic Office Equipment

Emotional Intelligence
Confidentiality
Retentive Memory
Efficient and Effective
Honest
Teamwork
Reliable
Interpersonal skills
Integrity
Transparent
Page 19 of 173
INDUSTRY TRADE/OCCUPATION CLASS/ LEVEL
DUTY D: DOCUMENT PRODUCTION

4.1 Take Minutes from 1. Prepare notice and - Date and time of - Spelling and grammar - Shorthand
Physical/In-person agenda of meeting meeting diarized - Minute taking jargon - Typing
Meetings 2. Request for update for - Matters arising update - Transcribing - Speed and accuracy
matters arising from - Circulate minutes of -Proficiency of MS Office - Retentive memory
previous meeting previous meeting and -Operations of different - Attentive Listening skills
3. Send Matters Arising, new agenda type of recording machines - Good Rapporteur skills
Minutes of pervious - Meeting venue -Data storage methods - Self confidence
meeting and Agenda booked and -Record Management - Good command of
within fourteen (14) refreshments arranged English
days before the next - Taking minutes - Attention to details
4. Book meeting venue articulately capturing - Assertiveness
and arrange for Resolutions and - Organisation skills
refreshments Motions agreed upon - Analytical skills
5. Record meeting - Transcription of - Vast knowledge of
proceedings using the meeting is availed organisational activities
appropriate method - Draft minutes availed - Critical thinker
(recorded/handwritten/ /produced
Shorthand notes) - Draft minutes send
6. Transcribe meeting for review by
proceedings Chairperson
7. Produce a draft of the - Corrections and
minutes amendments factored
in
Page 20 of 173
8. Draft minutes are sent - Correct copy of
to Chairperson for minutes filed
review - Minutes circulated
9. Make corrections and
amendments after
review
10. File final copy
11. Circulate to members
who were present
4.2 Write Report 1. Establish the purpose of - Purpose of writing Data collection methods Shorthand
the report Report is outlined Data evaluation methods Word Processing
2. Gather relevant - Relevant information Research methods Accuracy
information via research is gathered via Typing speed
3. Produce a draft of the investigations,
report and send for Research and
review, correction and Interviews
amendment - Draft report is
4. Proof read and correct produced
accordingly - Draft Report is sent
5. Produce final report for review
6. Cloud save/file copy of - Corrections and
report amendment on the
draft Report are
effected
- Final Report is
produced and filed
4.3 Process documents 1. Source documents are - Source documents - Data collection - Shorthand
received from different received methods -Typing
-Speed and accuracy
Page 21 of 173
departments for - Documents sorted - Data monitoring -Retentive memory
processing according to and evaluation -Self confidence
2. Documents are sorted urgency and - Transcribing of -Good command of
according to urgency importance data English
3. Data is captured using - Record of data - Proofreading of -Attention to details
appropriate process produced document -Assertiveness
flow method - Draft sent for - Corrections done -Organisation skills
4. Initial Draft is sent out proofreading - Computer literacy -Analytical skills
for proof reading - Effect Corrections
5. Corrections on the on the draft
draft are effected - Final document
6. Final document is produced
produced
4.4 Document 1. Receive physical/ - Typed documents - Computer literacy Analytical

Management System electronic documents are saved - Knowledge on Self-confident
and arrange according physically and document Organization
to priority electronically management
2. Scan hard copies to according to systems
make duplicates for company policy - Filing methods
digital filing. Hard - Hard copies of
copies are duplicated original document
3. Sent duplicate file to are duplicated
relevant - Duplicated
department/intended documents are
Officer forwarded to
4. Save electronic copies relevant sections
in appropriate storage for back up
devices
Page 22 of 173
- Electronic copies
are saved in
appropriate
storage devices

Recording device and player
Desk and Office Chair Headphones
Computer/Laptop Laminator
Multi-Function Printer Binding Machine
Multi-Function Printer Filing cabinets
Multi-Function Photocopier
Fax
Dictaphones
Intelligent pens
Tablets
Notepads
Punch
Stapler
Shredder
External Hard drive
Storage device
Materials
Stationery & Sundry

First Aid
Housekeeping
NSSA Regulations
Page 23 of 173
WHO Regulation
Labour Act

Confidentiality
Initiative
Teamwork
Efficient and Efficient
Patient
Punctual
Neatness and Tidiness
Attention to Detail
Retentive Memory
Page 24 of 173
DUTY E: CORPORATE COMMUNICATION -

5.1 Maintain Corporate 1. Establish and - Relations are -Company’s core business - Computer literacy
Image, Branding and Foster relations fostered and performance - Familiar with major
Corporate Identity with all maintained - Vision, Mission statement social platforms
Stakeholders - Company and values acquaintance - Tech Savvy
2. Adhere to laid policies are -Know your brand and - Excellent communication
down company upheld brand ambassadors skills
policies - New customers - Know company’s tag line -
3. Maintain and and employees - Be identified with - Public Relations
nature relationships are familiarized company identity and logo -Problem Solving
with all with the -Follow company’s PR - Business Etiquette
stakeholders organization Policy guidelines - Grooming and
4. Induct new policy -Maintaining Company’s deportment
customers and - New customers reputation with external - Creating first and lasting
employees on and employees stakeholders impressions
Corporate’s are inducted on - Continuously improving -Professionalism
Mission Statement, Corporate’s company’s website -Corporate Social
Vision, and Values Mission Responsibility
5. Apply good Statement, - Collaboration and
corporate Vision, and relationship management
governance Values
principles
6. Update
continuously social
Page 25 of 173
media platforms to - Creating
enhance Corporate credibility and
Image and Brand customer loyalty
7. Request marketing - Continuously
material update social
8. Attend to customers media platforms
(continuously - List of marketing
update customers material is
on new products availed
and trends) - Improve
9. Induct new Company
customers and website
employees - Customers are
10. Maintain synergies attended to in
with all line with laid
stakeholders down company
11. Maintain customer policies
loyalty - Present a
successful
corporate image
- Customer loyalty
is maintained
5.2 Customer satisfaction 1. Design - A designed Questionnaire designing Creating first and lasting
survey questionnaire, questionnaire is Marketing impressions
include the required availed Computer literacy -Professionalism
information - Relevant platform Maintaining Company’s -Corporate Social
2. Choose relevant is selected reputation with external Responsibility
platform to use for - Questionnaires stakeholders - Collaboration and
information are distributed to - Continuously improving relationship management
distribution clients using company’s website
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3. Distribute appropriate - good command of
questionnaire to channels English
clients using - Information
appropriate collected gathered
channels submitted to
4. Submit information relevant
to relevant authorities
authorities - Feedback from
5. Use relevant clients is gathered
platform to get is through
feedback from appropriate
customers channels
6. Submit feedback to - Information
relevant authorities compiled from
7. Use feedback to clients is availed
improve customer submitted to the
satisfaction relevant
Authorities
- Feedback from
survey is used to
improve customer
satisfaction,
corporate image
and brand
5.3 Handling customer 1. Receive complaints - Complaints are Marketing - communication

complains 2. Record complaints received and Public relations - Creating first and lasting
3. Thank the customer recorded Business ethics impressions
for the complaint - Relevant Knowledge on -Professionalism
department is communication channels
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4. Engage relevant engaged to -Corporate Social
departments to redress the Responsibility
redress the situation situation
5. Make follow ups to - Follow-ups are
rectify the done to rectify the
complaint complaint
6. Provide feedback - Feedback is
using the provided to the
appropriate customer
channels according to
internal laid down
rules, regulations
and procedures
5.4 Maintain stakeholder 1. Draw up a register - Client details -Public Relations -Communication
database of all customers recorded - Relationship (Written and verbal)
2. Capture data - New client’s Management -Eloquent Speaker
correctly information -Computer literacy -Problem solving
3. Conduct regular captured - Proficiency in database - Coordination
database audits timeously software programmes - Persuasive
4. Remove inactive - Regular audits are -Data capturing -Analytical skill
contacts/customers conducted - Knowledge of Microsoft - Active Listening Skills
5. Invest in customer - Inactive office - Patience
database software Customers - Good Customer Care - Accuracy
6. Take security removed from the And Quality of Services - Attention to detail
seriously database (QoS) - Emotional maturity
7. Gather information -Conflict Resolution
ethically - Customer data -Interpersonal Skills
8. Set important field software -Confidentiality
as mandatory i.e. introduced -Collaboration
name, email
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address, phone - Customer
numbers, cell information to be
number and address safeguarded
9. Back up customer - Maintain a clean
data Customer
10. Clean up your Relationship
customer data Management
11. Continue to foster (CRM) database
good relations with - All Customer
customers Relationship
Management
fields to be filled
in
- Customer data
frequently backed
up
- Update customer
information
- Customer
relations
maintained
5.5 Developing Intra-Office 1. Identify the type of - The type of Good Customer Care Active Listening Skills
Communication protocol information to be information to be Communication channels Accuracy
communicated to communicated to Quality of Services (QoS) Attention to detail
the organization the organization Word Processing Conflict Resolution
2. Identify the is planned Interpersonal Skills
person(s) - The person(s) Confidentiality
responsible for responsible for communication
communicating communicating
particular topics
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particular the to the
information organization are
3. Identify the indicated.
audience - The audience to
4. Suggest digital be communicated
communication to is indicated
channels to be used - Communication
for the channels (digital)
communication to be used for the
5. Produce document communication
with protocol and are indicated.
share to relevant - Document with
internal and the protocol is
external availed
stakeholders

Reception desk and ergonomic office chair
Switchboard
Telephone/Mobile Phone/iPad
Television
Visitors’ chair
Page 30 of 173
Computer/Laptop
Multi-Function Printer
Multi-function photocopier
Fax
Scanner
Copier
Puncher
Stapler
Paper tray
Dustbin
Electronic Banners
Promotional Materials
MATERIALS
Housekeeping
NSSA regulations
WHO Regulations
Labour Act
GESI -Gender Equality and Social Inclusion
-Initiative
-Emotional Intelligent
-Teamwork
Page 31 of 173
-Presentable
- Public Relations
- Problem Solving
- Business Etiquette
- Grooming and deportment
- Creating first and lasting impressions
-Professionalism
-Corporate Social Responsibility
-Brand Ambassador
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DUTY F: VIRTUAL OFFICE MANAGEMENT

6.1 Manage E-diary 1. Identify diary - Diary Internet Active Listening Skills
application/journal applications are Knowledge on how to Accuracy
digital diary identified manage a diary Attention to detail
2. Schedule and manage - Scheduling and Handling calls communication
appointments as Manage Interpersonal Skills
indicated on the E-diary Appointment Confidentiality
using colour codes - Phone calls are
3. Make phone calls to made to
inform responsible - Update E- diary is
officer of any scheduled shared
event before the day
4. Update diary at the end
of the working hours and
share to intended
Officers
6.2 Supervise virtual junior 1. Set clear work - Productivity Human Resources Supervision
staff productivity standards are Management Planning
standards indicated Internet Controlling
2. Make checklists to - Checklists on Knowledge on tools, Performance management
confirm that all equipment all software and equipment Communication
remote employees used by remote employees Attention to detail
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have the necessary employees are Problem solving skills
tools, software and availed
equipment - Days and dates
7 Identify specific for interaction are
days and time for indicated
interaction with the - Follow up are
team made
8 Follow the - Videos and tip
employees sheets are created
regularly - Appropriate
9 Create a video or a channel is used to
tip sheet for collect feedback
employee about job
suggestions performance
10 Collect feedback - Training needs
about job are indicated
performance and - Report with
specific behavior training needs is
11 Produce training availed
needs for - Employees are
underperforming sent for training
employees - Evaluations are
12 Present the training made
need report to the
relevant department
13 Send employees for
training
14 Make employee
evaluation after the
training
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6.3 Schedule a Virtual 1. Draft a notice - Notice and Internet Planning
Meeting according to type of agenda is Types of meetings Attention to detail
meeting and indicated Conduct of meetings communication
Agenda using a - Signing in is done Virtual platforms
relevant platform - The activity
meeting is
2. Sign in to the Zoom
selected
web portal.
- The meeting is
3. Select Meetings. scheduled
- The date and time
4. Select Schedule a of the meeting is
Meeting. indicated
5. Choose the date - Additional
and time for your settings are
meeting. selected
- The meeting
6. (Optional) Select schedule is saved
any other
settings you would
like to use.
7. Select Save.
6.4 Host a Zoom meeting 1. Check if everyone - Signing in is done Filing methods Communication
has all the - The meeting to be Internet Listening skills
resources needed in hosted is selected Knowledge on virtual Word Processing
a meeting - The Zoom platforms Audio Typing
meeting is started Types of meetings
2. Sign in to your
- Meeting Conduct of meetings
Zoom web portal.
proceedings are
3. Select Meetings. recorded on
CD/computer
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4. Choose start next to - CD with meeting
the meeting tab to proceedings is
start. availed
- Meeting starts
5. Launch Zoom
- The recorded
meeting
meeting is typed
6. Record meeting - Minutes are sent
for proof reading
7. Type minutes - Minutes are
8. Send minutes for corrected and
proof reading cloud saved or
physically saved
9. File corrected
minutes

Office desk and ergonomic office chair
Computer/Laptop
Multifunction photocopier
Television
Headphones
Fax
Scanner
Puncher
Stapler
Paper tray
Page 36 of 173
Dustbin
Electronic Banner
Storage devices
MATERIALS
Housekeeping
NSSA regulations
WHO Regulations
Labour Act

- Networking
-Excellent Multitasking Skills
-Good diplomacy and Analytical Skills
-Initiative
-Teamwork
-Presentable
- Public Relations
- Problem Solving
-Professionalism
-Brand Ambassador
Page 37 of 173
DUTY G: VIRTUAL EVENT MANAGEMENT

7.1 Plan a Virtual Event 1. Set virtual event - Objectives of the Virtual event platforms Planning
(Before, during and after the objectives event are indicated Promotional mix Coordinating
event) 2. Develop a concept - Concept and Knowledge on programme Communication
and select the appropriate platform design Attention to details
appropriate is indicated Time zones Controlling
platforms to host - Team and contractor Innovativeness
the virtual event roles are indicated Public relations
3. Identify team and - Budget and timeline
contractor roles, is availed
define target - Format and content
audience crafted
4. Create budget and - Event platform,
timeline technical needs, time
5. Define event format and date identified
and craft the Virtual promotional
content platforms is selected
6. Choose the virtual - program with
event platform, activities is availed
technology needs, - Post event follow up
time and date are indicated
7. promote event - Virtual event is
using the suitable streamlined and
recorded on CD
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promotional - Report on post-event
platforms is availed
8. develop a program - Feedback is collected
of the activities and - Budget is balanced
share with - All stakeholders are
participants so they acknowledged follow
can plan ahead ups and de-briefs are
9. Stream the virtual carried out and
event reports availed
10. Set out a post-event
11. Collect data or
feedback from the
event and share
with relevant
stakeholders
12. Balance the budget
13. Thank everyone
who was involved
14. Make follow ups
and debrief team
members
7.2 Promote Virtual Events 1. Identify the - Target audiences are Promotional mix Innovative
audiences targeted identified and Time zones Communication
by the promotion recorded Internet Planning
2. Create a landing page - The landing page with Virtual event platforms Attention to details
to facilitate free headline of the event,
communication and date, time of event,
to encourage event agenda,
schedule of webinars
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registration page and - Upcoming events are
sign up of the event marketed a brief
3. Market your overview of the
upcoming events virtual event, the
4. Use virtual exhibitors, the
communication sponsors, frequency
platforms to reach net asked questions and
new audiences an engaging video to
5. Build on your attract and convert
activities for future traffic to registrations
events - New audiences are
reached
- New activities for
future events are
created and posted
7.3 Create Event Ticket 1. Create E-mail - Email account is Internet Innovativeness
(Using an event ticket account created and set aside Ticketing platforms Communication
generator) 2. Select platform to - Platform to create Marketing Public relations
create tickets (eg. tickets is selected Basic Accounts Planning
Ticket Generator) - Signing up is Attention to detail
3. Sign up ticket completed
generator.com - Designing of tickets
4. Create ticket and is completed
design the ticket - Ticket is
5. Download ticket from downloaded from E-
E-mail inbox created mail account
in step 1 - Validator app is
6. Use an Validator App used to validate
to validate ticket with tickets
codes
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7. Test tickets - Tickets are tested
8. Manage events by and duplicates are
coordinating the event noted
and tracking attendance - Events are
coordinated and
tracking of
attendance is and
reported to relevant
authorities
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Office desk and ergonomic office chair
Visitors’ chair
Computer/Laptop
Multi-Function Photocopier
Fax
Scanner
Puncher
Stapler
Paper tray
Dustbin
Electronic Banners
Promotional Materials
Headphones
Storage device
MATERIALS
Housekeeping
NSSA regulations
WHO Regulations
Labour Act
-Initiative
-Teamwork
-Presentable
- Public Relations
-Networking
-Excellent Multitasking Skills
-Good diplomacy and Analytical Skills
- Problem Solving
- Creating first and lasting impressions
Page 42 of 173
-Professionalism
-Corporate Social Responsibility
-Brand Ambassador
- Communication
Page 43 of 173
MINISTRY OF HIGHER AND TERTIARY EDUCATION,
SCIENCE AND TECHNOLOGY DEVELOPMENT
QUALIFICATION STANDARD
FOR
ADMINISTRATIVE ASSISTANT
Page 44 of 173
SECTOR : BUSINESS OCCUPATIONS
QUALIFICATION FOR : AN ADMINSTRATIVE ASSISTANT
QUALIFICATION CODE : TBA
LEVEL : NATIONAL DIPLOMA
DATE OF PROMULGATION : TBA
Page 45 of 173
Definition of Terms
Assessment A process of collecting evidence of a learner’s work to measure and make judgements
about the achievement or non-achievement of the specified National Qualifications
Framework standards or qualifications.
Certification Awarding of approved documentary evidence of a qualification.
Competences required Critical relevant knowledge, skills and attitudes a learner requires in order to achieve
in readiness for specified outcomes before assessment.
assessment
Credit The value assigned to a unit completed or a value assigned to a unit standard which
reflects the relative time and effort required to complete the outcomes.
Date of promulgation Date when standard and qualification have been approved, registered and gazetted.
Duration The minimum notional hours required by a learner to attain all the competences in a unit
standard.
Element The smallest component of a unit with a meaningful outcome.
Generic skills Universal skills which apply to more than one occupation.
Level descriptor A specific indicator of competence level on the ZQF.
Occupation A group of related economically beneficial work activities performed by a person.
Performance criteria A statement of competence or achievement against which the attainment of outcomes is
measured.
Qualification Formal award of recognition of the achievement of the required competency and/or
capability level of the Zimbabwe Qualifications Framework as may be determined by the
relevant bodies registered for such purpose by the Authority.
Range statement The context or conditions within which a competence is performed and assessed that
include tools, equipment, materials and duration.
Review Date Date of revision of qualification standard as and when necessary but not later than three
years from date of issue.
Sector A section of the economy in which operators produce or provide similar products or
services.
Standard Registered statement of desired education and training outcomes and their assessment
criteria.
Unit The smallest combination of work activities capable of being a full-time economically
beneficial occupation.
Unit Standard Registered statement(s) of desired education and training outcomes, their associated
assessment criteria together with administrative information as specified.
Page 46 of 173
UNIT TITLES
NO. UNIT CEDITS
1 Office Management 20
2 Events Management 20
3 Records Management 15
4 Document Production 15
5 Corporate communication 10
6 Virtual Office Management 10
7 Virtual Events Management 10
Page 47 of 173
SUMMARY OF STANDARD
UNIT UNIT TITLE CREDITS ELEMENTS

NO.
1.1 Attend to clients

1.2 Attend to mail
1.3 Manage Physical diary
1.4 Develop a job description
1 Office Management 20
1.5 Develop a Job specification
1.6 Supervise junior staff (in
person/physical)
1.7 Request for stationery
2.1 Event Preparatory (initial meeting)

2.2 Prepare budget
2.3 Invite Participants
2.4 Make travel arrangements
2.5 Make accommodation arrangements
2 Events Management 20
2.6 Prepare an Itinerary
2.7 Book Venue
2.8 Decorate the venue
2.9 Organise refreshments, meals and
2.10 Post event evaluation
3.1 Process correspondence

3.2 File documents
3.3 maintain records
3.4Distribute
3 Records Management 15
3.5 Audit records
3.6 Retrieve records
3.7 Disposal of records
3.8 information management
4.1 Take minutes from physical/in-

person meetings
4 Documents Production 15 4.2 Write Report
4.3 Process documents
4.4 Document management system
5 Corporate communication 10 5.1Manage corporate image, branding

and corporate identity
Page 48 of 173
UNIT UNIT TITLE CREDITS ELEMENTS
NO.
5.2. Customer satisfaction survey
5.3 Handling Customer Complaints
5.4 maintain stakeholder database
5.5 Develop intra-office communication
protocols
6.1 Manage E - diary

6.2 Supervise virtual junior staff
6 Virtual Office Management 10 6.3 Schedule a virtual meeting
6.4 Host a Zoom meeting
7.1 Launch a virtual event (before,

during and after the event)
7 Virtual Event Management 10
7.2 promote virtual
7.3 Set up a ticketing platform online
Page 49 of 173
UNIT 1
Title 1: Office Management
Unit Code
ZQF Level: National Diploma
Credits: 20
Occupation: Administrative Assistant
Date of Promulgation: TBA
Review Date: TBA
Aim of the unit standard
This unit will enable an individual to organize, coordinate and manage the office successfully.
ELEMENTS AND PERFORMANCE CRITERIA
Element 1.1 Attend to Clients
Performance Criteria:
1.1.1 Clients are welcomed and screened according to WHO Health guidelines observed (during the current
prevailing COVID-19 environment)
1.1.2 Intended Official is informed
1.1.3 Clients are directed to relevant offices
1.1.4 Approved information is disseminated to clients through appropriate communication channels
1.1.5 Embracing of the new normal way of doing business
Element 1.2 Attend to mail
Performance criteria
1.1.1 Mail is received from the reception

1.1.2 Mail is date stamped and recorded
1.1.3 Mail is sorted accordingly
1.1.4 Confidential mail, urgent and the rest of the mail are sent to the intended personnel/acted upon
1.1.5 Mail is filed using proper methods of filing
Element 1.3 Manage Physical Diary
1.3.1 Requests for appointments are done electronically, telephonically or physically
1.3.2 Relevant personnel are consulted
1.3.3 Appointment requests are confirmed, postponed or cancelled
1.3.4 Meeting reminders are sent to the relevant personnel in ample time
1.3.5 Cancelled meetings are cordially managed and are rescheduled
1.3.6 Electronic shared schedule of appointments and meetings are maintained
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Element 1.4 Develop a job description
1.4.1 Job analyses is performed

1.4.2 Functions of the job are established
1.4.3 The structure of the job is made
1.4.4 Disclaimers and requests for signatures are made through consultations
1.4.5 The job description is drafted
1.4.6 The draft is sent for validation and filed electronically or physically
Element 1.5 Develop a job specification
1.5.1 The job post is identified

1.5.2 The department where the post has arisen is identified
1.5.3 The supervisor of the job holder is indicated
1.5.4 Objectives of the creation of the post is indicated, duties and responsibilities are identified
1.5.5 The job specification is drafted
1.5.6 The draft job specification is sent to the Manager for validation, proofread and corrected as per corrections
made by the Manager
1.5.7 Final copy is cloud save/physically filed
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Element 1.6 Supervise Junior Staff physically/virtually
1.6.1 Work targets are set according to the organisation’s objectives
1.6.2 Duties are allocated to relevant personnel
1.6.3 Clocking system is maintained
1.6.4 Individual Appraisal are done periodically
1.6.5 Performance Gaps are identified
1.6.6 Subordinates are recommended for training in line with their identified work performance gaps
Element 1.7 Request for stationery
1.7.1 Required stationery is listed according to priority

1.7.2 Requisition forms are completed according to set policies and procedures
1.7.3 The completed form is taken for signature or signed by the originator
1.7.4 The signed requisition is taken to the stores department for the collection of stationery
1.7.6 A duplicate copy of the requisition is retained for filing
1.7.5 Stationery is distributed to departmental staff
Competences required in readiness for assessment.

 Knowledge of:
 Bookkeeping skills
 Telephone operating skills
 Grooming and Deportment
 Public Relations / Customer care
 Records Management (Filing skills)
 Planning and Organising skills
Generic Skills – (Soft Skills)

 Computer literacy (Microsoft Proficiency)
 Numeracy
 Literacy
 Communication
 Planning
 Analytical
 Time management
 Punctuality
 Problem solving
 Supervision
 Leadership
 Decision making
 Performance management
 Multitasking and prioritsing
 Creativity
 Adaptability skills
 Flexibility
 Emotional intelligence
 Interpersonal Skills
 Teamwork and collaboration skills
Page 52 of 173
Range Statement:
Tools and equipment

Swivel chair and desk
Computer: (Desktop/Laptop/IPad)
Telephone
Fax machine
Multi-Function Printer (Scanner, Printer &Copier)
Water Dispenser
Cell phone
Heavy Duty Photocopier
Puncher and stapler (All Sizes i.e. Small, Medium and Large)
Document Spiral Binder (Manual/Automatic)
Visitors’ chairs and Guest Logbook
Date stamp
Desk organisers
Dust Bin
Document shredder
Guillotine
Filing cabinet
CCTV
Smart TV with Customer Friendly TV Channels
Electronic Banner
Materials
Duration Hours
100 hours
Assessment and Certification:
In order to gain credits for this unit standard, a candidate must be assessed and demonstrate competency in all the
elements and performance criteria of this unit standard.
Assessment will be conducted by accredited Assessors. The results of the assessment will be submitted to ZIMEQA.
A candidate can apply to ZIMEQA for documentary evidence of their achievements.
UNIT 2
Title 2: Events Management
Unit Code
Credits: 20
Page 53 of 173
Review Date: TBA
This unit will enable an individual to organize, coordinate and manage events successfully.
Element 2.1 Events Preparatory Initial Meeting
2.1 Concept
2.1.1 Initial Event planning meeting is held
2.1.2 Event planning Teams are put in place
2.1.3 Minutes of previous meeting, notice and agenda are prepared and sent to the Event Planning committee
2.1.4 Stationery and supporting material is availed prior to the meeting date
2.1.5 The recording medium is identified according to the type of meeting
2.1.6 Minutes are recorded using the chosen medium
2.1.7 Periodic Minutes of the Event Planning Committee meetings circulated as the event planning progresses
Element 2.2 Prepare Budget
.Performance Criteria:
2.2 Control
2.2.1 Nature of event is identified
2.2.2 Events Teams Coordinated
2.2.3 Menu is planned
2.2.4 Cost of menu is established
2.2.5 Cost of venue is established
2.2.6 Cost of decorations is established
2.2.6 Cost of accommodation is established
2.2.7. Cost of travel and subsistence are established
2.2.7 Cost of entertainment is established
2.2.10 Approval of budget of all expenses is sought
Element 2.3 Invite Participants
2.3 Coordination
2.3.1 Target group of participants is established
2.3.2 Invitations are prepared
2.3.3 Suitable channels of communication are identified
2.3.4 Invitations are sent using the appropriate channels of communication
2.3.5 Follow-ups and confirmations are done for both Participants and Speakers
2.3.6 Establish welfare of Participants and Speakers (i.e Dietary requirements and GESI Friendly Venue)
2.3.7 Event Programme is drafted, approved and finalized
2.3.8 Follow ups are conducted
Element 2.4 Make travel arrangements
Page 54 of 173
2.4 Coordination
2.4.1 Accommodation and distance from venue is established
2.4.2 The mode of transport is established
2.4.3 Quotations for Travel and accommodation are sourced from Suppliers registered with Procurement
Regulatory Authority of Zimbabwe (PRAZ) Act:- The Public Procurement and Disposal of Public Assets
Act [Chapter 22:23]
2.4.4 Details of the travel arrangements are established, booked, confirmed before departure date, Travel and
subsistence allowances are processed and Itinerary is drawn up
2.4.5 quotation is requested and a comparative schedule is prepared
2.4.6 Requisition is prepared and send for signature and communication with the selected provider is done
2.4.7 Purchase order is prepared, scanned and emailed to service provider
2.4.8 Invoice, requisition, and order are send to Finance for payment
2.4.9 Acknowledgement of payment is made and receipt is attached to the rest of the documentation and filed
Element 2.5 Make accommodation arrangements
2.5 Coordination
2.5.1 Accommodation is established
2.5.2 Quotations for accommodation are sourced from Suppliers registered with Procurement
Regulatory Authority of Zimbabwe (PRAZ) Act:- The Public Procurement and Disposal of Public Assets
Act [Chapter 22:23]
2.5.3 Accommodation booking is confirmed using appropriate channel of communication before departure date
2.5.4 Request for quotation and requisition is made
2.5.5 Requisition is prepared and sent for signature
2.5.6 A copy is retained for filing
2.5.7 Purchase order is prepared
2.5.8 Invoice, internal requisition and purchase order are sent to Finance for payment
2.5.9 Proof of payment is forwarded to service provider
2.5.10 Acknowledge of payment is requested and collected
2.5.11 Receipts are received with other documents and filed using appropriate methods
Element 2.6 Prepare an itinerary
Performance Criteria
2.6 Coordination
2.6.1 Know the number of days of the trip
2.6.2 Travel dates are confirmed according to mode of transport
2.6.3 Tickets are booked according to mode of transport
2.6.4 Roadworthy of vehicle and fuel is made readily available
2.6.5 Accommodation Check in and check out times and dates are established
2.6.6 Pick up and drop off points noted
2.6.7 Meeting times specified
2.6.8 Extramural activities noted
2.6.9 Mealtimes stated
2.6.10 All activities indicated on itinerary and send to participants
2.6.11 List of places to visit are indicated
2.6.12 logical routes are planned
2.6.13 Fees i.e. entrance fees, shuttle fares are noted
Element 2.7 Book Venue
Performance Criteria
Page 55 of 173
Name of event stated
1. Number of participants enumerated
2. Type of venue cited in line with event requirements
3. At least 3 quotations are sourced for comparison in line with PRAZ Procurement Regulations
4. Venue is selected using the most suitable quotation
5. Formal communication sends to selected venue
6. Signed Purchase Order send to supplier
7. Completed Requisition form and Purchase Order form attached invoice
8. Copy of requisition, order and invoice filed
9. A signed requisition, order and invoice submitted to Accounts for payment
10. Copy of proof of payment (POP) scanned and emailed to service provider
11. Draft Events schedule /Checklist and follow timelines
Element 2.8 Decorate the venue
2.7 Coordination & Control
2.7.1 Quotations are sourced from Suppliers registered with Procurement Regulatory Authority of Zimbabwe
(PRAZ) Act: - The Public Procurement and Disposal of Public Assets Act [Chapter 22:23]
2.7.2 Comparative schedule from three suitable suppliers is prepared
2.7.3 Purchase Order is done to the suitable Supplier
2.7.4 Décor Service Provider is identified
2.7.5 Set up of stage is done a day before the event
2.7.6 Backup power source should be on standby
2.7.6 Initial preparation of the venue decoration is started a day before the event
2.7.7 Final touches of the deco are done early hours of the day of the event
Element 2.9 Organise Refreshments, Meals, and Entertainment Organize Entertainment
2.8 Culmination & Control
2.8.1 Menu and cordials are collected from the Banqueting Department
2.8.2 Guest profile is established
2.8.3 Menu and dietary requirements are selected
2.8.4 Menu and refreshments quotations are prepared by the Banqueting Department
2.8.5 Suitable menu and dietary requirements are selected according to nature of event
2.8.6 Type of entertainment is selected and booked according to nature of event
2.8.7 Rehearsals are done a day before the event
2.8.8 Attendance is confirmed within the specified time before the event
2.8.9 Ensure events programme is adhered to
Element 2.10 Post Event Evaluation
2.10 Closeout
2.10.1 Teams to give feedback on the specific events tasks carried
2.10.2 Recommend improvement on areas of weakness for future Events
2.10.3 Final Report of event is circulated to the organising team
Page 56 of 173
Demonstrate knowledge of:
Grooming and Deportment

Time management
Event management
Communication
Negotiating
Typing
Short-hand
Innovativeness
Book keeping
Record Management
Creativity
Team Player
Reliability
Self-Motivation
Techno Savvy
Public relations
Generic Skills
Computer literacy
Numeracy
Planning
Organising
Supervision
Problem solving
Coordinating
Effective Communicator
Attention to detail
Flexibility
Emotional Intelligence
Adaptability
Multi-Tasking
Penchant of finer things
Range Statement:
Tools and Equipment - Depending on Event

Office Desk and Chair
Desktop computer / Laptop
Multi-function colour printer
Multi-function photocopier
Cell phone
Fax machine
Dictaphone
Desk organiser
Date Stamp
Guillotine
LCD projector
Projector screen
Extension cables (i.e. HDMI)
Adapter
Page 57 of 173
P A system and Roving microphone
LCD Beamer
Functional Aircon System for indoor events
Podium
White Board
Flip Chart
Banners
Materials

Attendance Register
Decorating material
Duration: Hours
100 hours
Assessment will be conducted by accredited assessors. The results of the assessment will be submitted to ZIMEQA.
Page 58 of 173
UNIT 3
Title 3: Records Management
Unit Code
Credits: 15
Review Date: TBA
This unit will enable an individual to maintain an efficient and effective Record Management System
Element 3.1 Processing of Correspondence
3.1.1 Documents are received from various departments or relevant personnel

3.1.2 Documents are recorded in the appropriate register
3.1.3 Documents are sorted using the appropriate filing system
Element 3.2 File Documents
3.2.1 Files are created according to set organisational filing standards

3.2.2 Files are labelled physically and electronically
3.2.3 Sorted documents are filed physically and electronically
3.2.4 Appropriate indexing methods are used to index files
Element 3.3 Maintain records
3.3.1 Records to be maintained are received

3.3.2 Appropriate maintenance method is selected
3.3.3 Records are bound, laminated or stapled
3.3.4 Files are labelled clearly according to the filing method
3.3.5 Damaged files are replaced, and contents retained
3.3.6 Files are stored according to appropriate Storage Systems
3.3.7 Old files are archived and destroyed according to the company retention policy
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Element 3.4 Distribution of records
3.4.1 Requests for files are received and recorded

3.4.2 Requested files are retrieved, recorded and signed off
3.4.3 Files are distributed to relevant departments and signed off
3.4.4 Follow-up is made on distributed files
3.4.5 Returned files are recorded, signed for and stored
Element 3.5 Audit records
3.6.1 A list of records to be audited is produced

3.6.2 Audit checklist stating file name, location and content is availed
3.6.3 All files are recorded on the checklist
3.6.4 File audit report is produced
3.6.5 Appropriate record inventory system is designed
Element 3.6 Retrieve records
3.6.1 Requested File record book is completed
3.6.2 Requested file received and signed for by relevant department
3.6.3 Follow ups on requested records are carried out
3.6.4 Returned files are recorded and filed back appropriately
Element 3.7 Disposal of records
3.7.1 The type of record is indicated

3.7.2 A destruction form is completed
3.7.3 Appropriate disposal method is identified
3.7.4 Destruction form is completed
3.7.5 A copy of the form is filed
Element 3.8 Information management
3.8.1 Information is received, created and captured

3.8.2 Relevant information is organized
3.8.3 Security protocols are identified
3.8.4 Information is archived according to company policy
3.8.5 Security protocols are identified to disseminate information
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3.8.6 Records are archived
3.8.7 Records are maintained, protected and preserved using the relevant method of
preservation
3.8.8 Information which is no longer needed is disposed
Competences required in readiness for assessment
Physical and electronic filing skills

Confidentiality
Organising skills
Retentive Memory
Analytical skills
Generic Skills
Computer literacy
Numeracy
Communication
Planning
Liaison
Record and Information Management
Range Statement:
Tools and equipment

Desktop / Laptop for electronic filing
Filing cabinet
Multi functioning Photocopier and printer
Laminating machine
Spiral Binding machine
Document shredder
Puncher
Document scanner
Stapler
External Hard drive for backup
Flash Discs
Alphabetical Filing Sorter
Materials
Duration: Hours
80hrs
Page 61 of 173
Page 62 of 173
Unit 4
Title 4: Documents Production
Unit Code
Credits: 15
Review Date: TBA
This unit will enable an individual to produce quality documents.
Element 4.1 Minute Taking from Physical/In-person meetings
4.1.1 Notice and Agenda of Meeting Prepared

4.1.2 Request for update for matters arising from previous meeting
4.1.3 Send Matters Arising, Minutes of pervious meeting and Agenda within fourteen (14) days before the next
meeting
4.1.4 Book meeting venue and arranged for refreshments
4.1.5 Meeting proceedings are using Shorthand/recorded/
4.1.6 Meeting proceedings are transcribed
4.1.7 Minutes are compiled
4.1.8 Minute Taker process the minutes
4.1.9 Draft minutes are sent to Chairperson for review
4.1.10 Corrections and amendments are factored in after review
Element 4.2 Report Writing
4.2.1 Purpose of writing Report is outlined

4.2.2 Relevant information is gathered via investigations, Research and Interviews
4.2.3 Draft report is produced
4.2.4 Draft Report is sent for review
4.2.5 Corrections and amendment on the draft Report are effected
4.2.6 Final Report is produced
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Element 4.3 Processing Documents
4.3.1 Source Documents are received from different departments for processing
4.3.2 Documents are sorted according to urgency
4.3.3 Data is captured using appropriate process flow method
4.3.4 Initial Draft is sent out for proof reading
4.3.5 Corrections on the draft are effected
4.3.6 Final document is produced
Element 4.4 Documents Management Systems
4.4.1 Typed documents are saved physically and electronically according to company policy
4.4.2 Hard copies of original document are duplicated
4.4.3 Duplicated documents are forwarded to relevant sections for back up
4.4.4 Electronic copies are saved in appropriate storage devices

Typing skills
Short-hand skills
Confidentiality
Filing liaison skills
Time management
Office machine operating skills
Audio Typing
Generic Skills
Computer literacy
Communication
Planning
Organising
Attention to detail
Range Statement:
Tools and Equipment

Computer: Desktop / Laptop
Multi-Function Printer (Black and white / Colour)
Multifunction Photocopier
Dictaphone
Document Shredder
Stapler (All Sizes)
Document scanner
Spiral Binding machine ( Manual / Electronic)
Guillotine
Computer workstation
Filing Cabinet
Paper trays
Page 64 of 173
Paper Punch
Dust Bin
Materials
Storage Devices
Duration: Hours
100hrs
Page 65 of 173
Unit 5
Title 5: Corporate Communication
Unit Code
Credits: 10
Review Date: TBA
This unit will enable an individual to maintain synergies with stakeholders in other corporates.
Element 5.1 Maintaining Corporate Image, Branding and corporate identity
5.1.1 Establish and Foster relations with all Stakeholders

5.1.2 Laid down company policies are adhered to
5.1.3 Relationships with all stakeholders are maintained and nurtured
5.1.4 New customers and employees are inducted on Corporate’s Mission Statement, Vision and Values
5.1.5 Good corporate governance is practised
5.1.6 Continuous update on social media platforms to enhance Corporate Image and Brand
Element 5.2 Customer Satisfaction Survey
5.2.1 A questionnaire is designed in line with the information required

5.2.2 Questionnaires are distributed to clients using appropriate channels
5.2.3 Feedback is gathered from the clients through appropriate channels
5.2.4 Information is compiled and submitted to the relevant Authorities
5.2.5 Feedback from survey is used to improve customer satisfaction, corporate image and brand
Page 66 of 173
Element 5.3 Handling Customer Complaints
5.3.1 Complaints are received and recorded

5.3.2 Relevant department is engaged to redress the situation
53.3 Follow-ups are done to rectify the complaint
5.3.4 Feedback is provided to the customer according to internal laid down rules, regulations and procedures
Element 5.4 Maintain stakeholder database
5.4.1 Client/customer details recorded

5.4.2 New client’s information captured timeously and accurately
5.4.3 Inactive Customers removed from the database
5.4.4 Customer data software introduced
5.4.5 Customer information to be safeguarded
5.4.6 Maintain a clean Customer Relationship Management (CRM) database
5.4.7 All Customer Relationship Management fields to be filled in
5.4.8 Customer data frequently backed up
5.4.9 Update customer information timeously
5.4.10 Customer relations maintained
Element 5.5 Developing intra office communication protocol
5.5.1 Information to be communicated to the organization is planned for

5.5.2 The person(s) responsible for communicating particular topics to the organization are
identified.
5.5.3 The audience to be communicated to is identified
5.5.4 Digital communication channels to be used for the communication are indicated.

Communication skills
Public Relations
Computer literacy
Customer care
Analytical
Generic Skills
Page 67 of 173
Computer literacy
Communication
Planning
Organising
Problem solving
Hot- line / Toll Free
Range Statement:
Tools and equipment

Computer and printer
Telephone
Cell phone
Visitors’ chairs
Photocopier
Water Dispenser
Materials
Duration: Hours
80hrs
Page 68 of 173
Unit 6
Title 6: Virtual Office Management
Unit Code
Credits: 10
Review Date: TBA
This unit will enable an individual to embrace the new normal of doing business.
A virtual office is part of the flexible workspace industry that provides businesses with any combination of services,
space and/or technology, without those businesses bearing the capital expenses of owning or leasing a traditional
office.
Element 6.1 Manage E-Diary
6.1.1 diary Application/ journal digital diary is selected
6.1.2 Scheduling and Manage Appointment
6.1.3 Phone calls are made to responsible Officers
6.1.4 Update E-diary
Element 6.2 Supervise virtual junior staff
6.2.1 All productivity standards for the job are indicated
6.2.2 Checklists on equipment all employees are availed
6.2.3 Days and dates set aside for interaction with employees are set aside
6.2.4 Regular Follow up are made
6.2.5 Videos and tip sheets are created
6.2.6 Appropriate channel of communication is used to collect feedback about job performance
6.2.7 Underperforming employees’ training needs are indicated
6.2.8 Document with training needs is sent to Human Resources Department
6.2.9 Employees are send for training
6.2.10 Evaluation report on training is availed
Element 6.3 Schedule a virtual meeting
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6.3.1 Notice and agenda is indicated

6.3.2 Signing in is done
6.3.3 The activity meeting is selected
6.3.4 The meeting is scheduled
6.3.5 The date and time of the meeting is indicated
6.3.6 Additional settings are selected
6.3.7 The meeting schedule is saved
Element 6.4 Host a zoom meeting
6.4.1 Signing in to Zoom Web Portal is performed
6.4.2 The meeting to be hosted is selected
6.4.3 The Zoom meeting is started
6.4.4 Meeting proceedings are recorded on CD/computer
6.4.5 CD with meeting proceedings is availed
6.4.6 Meeting starts
6.4.7 The recorded meeting is typed
6.4.8 Minutes are sent for proof reading
6.4.9 Minutes are corrected and cloud saved or physically saved
Very skilled in administrative tasks
Computer literacy: Microsoft Proficiency
Public Relations
Customer care
Analytical
Problem solving skills
Self-Motivation
Generic Skills
Computer literacy
Communication
Planning
Organising
Problem solving
Social Media Support
Public Relations
Programmed Management
Podcast Support
Delegating
Decision making
Human Resources Management
Range Statement:
Page 70 of 173
Tools and equipment
Laptop/IPaid
Wifi
MIFI Gadget
Smart phone
3 in 1 Multi-Function Printer (Copier, Scanner and Printer)
HeadPhones
VoIP
Wifi
Home Office Space
Online Tech Tools Platforms i.e Zoom, Skype and Teams
External Hard Drive (Cloud document saving account)
Materials
Duration: Hours
80hrs
Page 71 of 173
Unit 7
Title 7: Virtual Events Management
Unit Code
Credits: 10
Review Date: TBA
This unit will enable an individual to embrace the

The aim of the subject is to produce an Executive Assistant who is able to effectively plan and
manage different types of virtual event projects.
Element 7.1 Plan a Virtual Event; before, during and after the event (zoom,
Google meet, webinars, live chats, screen sharing)
7.1.1 Objectives of the event are outlined

7.1.2 Concept, theme is decided on through brain storming and appropriate platform is
indicated
7.1.3 Team and contractor roles are indicated
7.1.4 Budget and timeline is availed
7.1.5 Format and content crafted
7.1.6 Event platform, technical needs, time and date identified
Virtual promotional platforms is selected
7.1.7 program with activities is availed
7.1.8 Post event follow up are conducted
7.1.9 Virtual event is streamlined and recorded on CD
7.1.10 Report on post-event is availed
7.1.11 Feedback is collected
7.1.12 Budget is balanced
7.1.13 All stakeholders are acknowledged follow ups, de-briefs are carried out
Page 72 of 173
Element 7.2 Promote Virtual Events
7.2.1 Target audiences are identified and recorded

7.2.2 The landing page with headline of the event, date, time of event, event agenda,
schedule of webinars, a brief overview of the virtual event, the exhibitors, the
sponsors, frequency asked questions and an engaging video to attract and convert
traffic to registrations
7.2.3 Upcoming events are marketed
7.2.4 New audiences are reached
7.2.5 New activities for future events are created and posted
Element 7.3 Create Event Tickets

(Using an event ticket generator)
7.3.1 Email account for downloading ticket is created and set aside
7.3.2 Platform to create tickets is selected e.g. App ticket generator.com
7.3.3 Signing up to create account is completed
7.3.4 Designing of tickets is following given options is completed
7.3.5 Ticket is downloaded from E-mail account
7.3.6 Validator app is used to validate tickets by using bar codes
7.3.7 Tickets are tested by scanning bar codes
7.3.8 Events management and coordination

Customer care
Marketing
Very skilled in administrative tasks
Computer literacy: Microsoft Proficiency
Public Relations
Analytical
Problem solving skills
Self-Motivation
Generic Skills
Computer literacy
Page 73 of 173
Communication
Planning
Organising
Problem solving
Social Media Support
Programmed Management
Podcast Support
Delegating
Decision making
Range Statement:
Tools and equipment

Laptop/IPaid
Wifi
MIFI Gadget
Smart phone
3 in 1 Multi-Function Printer (Copier, Scanner and Printer)
HeadPhones
VoIP
Wifi
Home Office Space
Online Tech Tools Platforms i.e Zoom, Skype and Teams
Virtual event platforms
External Hard Drive (Cloud document saving account)
Materials
Duration: Hours
80hrs
Page 74 of 173

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ZIMBABWE

MINISTRY OF HIGHER AND TERTIARY EDUCATION, SCIENCE AND TECHNOLOGY DEVELOPMENT

HIGHER EDUCATION EXAMINATIONS COUNCIL

REGULATIONS AND SYLLABUS FOR THE

COURSE CODE: 552/22/CO/0

Implementation date: TBA

1. Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) 2022

2. Baker Tilly Chartered Accountant 2022

3. Depositors Protection Corporation 2022

4. Ministry of Women Affairs 2022

5. Medicines Control Authority 2022

6. Norton Town Council 2022

8. Midlands State University 2022

1.0 TITLE AND LEVEL OF AWARD

National Diploma in Office Management.

2.0 COURSE AIM

3.0 LEARNING OUTCOMES

By the end of the course, students should be able to:

3.2 type accurately at the speed of 50wpm

3.4 apply modern computer technologies in the office

3.5 carry out human resources handling procedures as prescribed by management.

3.6 demonstrate patriotism to sustainable national development.

3.7 operate sustainable businesses in Office Management

3.8 demonstrate appropriate industrial experience in office management

3.11produce digital documents

3.12 supervise junior staff in the office effectively

3.15 process business accounting entries and produce final accounts

3.16 carry out Office Management duties

3.17 apply knowledge of records and Information management in the office

4.0 COURSE STRUCTURE

5.0 COURSE DURATION

6.0 ENTRY REQUIREMENTS

National Certificate in Office Management or equivalent.

7.0 MODE OF STUDY

The mode of study shall be:

8.0 ASSESMENT SCHEME

Word Processing 3 hour written paper A minimum of 100%

Business 3 hour written paper A minimum of 100%

Office Management 3 hour written paper A minimum of 100%

Human Resources 3 hour written paper A minimum of 100%

Entrepreneurship 3 hour written paper A minimum of 100%

Corporate 3 hour written paper A minimum of 100%

Office Management 3 hour written paper A minimum of 100%

Shorthand 100wpm  Reader -3 Minutes A minimum of 100%

Financial Accounting I 3 hour written paper A minimum of 100%

Skills Proficiency Submit marks 100%

Records and 3 hour written paper A minimum of 100%

9.0 CONDITIONS OF GRADING

10.0 CONDITIONS OF AWARD

10.4 Candidates should pass all subjects.

11.1 Re-write(s) should conform to current course structure.

11.4 There is no time limit for which to re-write a failed examination.

11.5 There is no aggregation for re-writes.

11.6 All re-writes should pass the examination.

11.7 If a candidate fails coursework he/she is deferred in the subject.

13.0 IRREGULAR PRACTICES

13.2 The penalty for Plagiarism shall be as in 13.1.

14.1 Lecturer Qualifications

14.2 Tools and Equipment

14.3 SUGGESTED REFERENCE MATERIALS

SUBJECT CODE : 552/22/S01 A & B

DURATION : 240 HOURS

1.0 SUBJECT AIM

2.0 LEARNING OUTCOMES