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Certificates: Certificate "Office organization"
Digital Communication" certificate -
Additional Certificates: "Driving license for digital competence" certificate
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Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
Führerschein für digitale Kompetenz -
Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 8 Weeks
Office organization
Office working environment (full-time approx. 4 days/part-time approx. 8 days)
Workplace organization
Time and self-management
Preparing presentations for the right audience
Processing mail and forwarding information
Hybrid collaboration and digital meeting culture
Use of AI in office organization, e.g. for researching, structuring and creating draft texts
Organizing appointments (full-time approx. 3 days/part-time approx. 6 days)
Planning appointments and meetings with MS Outlook
Use calendar functions, invitations and reminders
Planning events/business trips
Digital coordination and booking processes in everyday working life
AI-supported creation of invitations, meeting preparation and follow-up as well as draft minutes
Structuring and tracking tasks and to-dos from meetings
Business management basics for office professions (full-time approx. 5 days/part-time approx. 10 days)
Fundamentals of business management
Company forms, goals and management
Organizational structure in companies/organizational charts
Management styles and techniques
Creating agendas/protocol drafts with AI
Fundamentals of accounting
Offer and order management
Customer and service-oriented communication
AI-supported information and data preparation
Project work (full-time approx. 3 days/part-time approx. 6 days)
To consolidate the content learned
Presentation of the project results
Digital office (full-time approx. 3.5 days/part-time approx. 7 days)
Commercial correspondence according to DIN 5008
Preparation of telephone calls
Template design and form letters
Digital document management and document management systems (DMS)
Data protection and legal principles
Digital collaboration, digital processes and hybrid working environments
Phishing emails and spam filters
Email, voice messages and messenger services in a professional context
Using search engines effectively and filtering search results
Digital transactions and responsible use of online services
File sharing - synchronizing, sharing and accessing files
Creating and managing passwords securely, two-factor authentication
AI in digital correspondence, e.g. for text drafts, rewording, correction support
Practical project work and exam: Driving license for digital competence (full-time approx. 1.5 days/part-time approx. 3 days)
Digital communication
Basics (approx. 2 days)
What is "digital communication"?
Differentiation from analog communication
Communication channels (e-mail, chat, social media)
Advantages and disadvantages of digital communication (always on, data integration, internationalization, interactivity)
Digital rhetoric and netiquette
Legal foundations and AI (approx. 1.5 days)
Media and copyright law
Data protection (GDPR) and data security
Basics of secure digital communication (e.g. encryption)
Using AI correctly in everyday working life
Media competence (approx. 1 day)
How algorithms work
Recognizing fake news
Confirmation bias
Prompt engineering
Dealing critically with AI-generated content
Corporate communication (approx. 2 days)
Networked working environments/collaborative working
New work and digital collaboration
Corporate communication
Digital corporate models and tools
Digital change in the corporate culture
Social networks
Social intranet
Video conferencing
Customer communication (approx. 2.5 days)
Importance and structure of e-commerce
Customer experience (CX)
Medium selection in digital customer contact
Communication requirements at the customer touchpoint
Definition and implementation of conversation goals
Active and solution-oriented conversation management
Chatbots
AI in customer contact
E-mails in the digital age (approx. 1 day)
Customer-oriented e-mail design
Professional formulations
Choosing the right font style
Use of text modules
Spam filter
AI-supported optimization of emails
Video conferences and telephone calls (approx. 2 days)
Preparation of online meetings
Methods and tools for successful
online meetings
Typical pitfalls in online calls
Technical and organizational framework conditions
Effect of body language and voice in front of the camera
Active listening and controlling the conversation
Radiating confidence and competence
Invitation, preparation and follow-up (taking minutes)
Conflict management (approx. 1 day)
Causes of conflicts
Conflict models
Obstacles to communication
Stages of conflict management
Roles within conflict management
Shitstorms and trolls
Project work (approx. 2 days)
To consolidate the content learned
Presentation of the project results
Complaints management
Introduction to complaint management (approx. 1 day)
Complaints as an opportunity for the company
Causes and types of complaints
Understanding customer behavior
Complaint management systems
Complaints in digital channels (e.g. reviews, social media)
Psychology of the complaint (approx. 1 day)
Recognizing behavioural tendencies
Customer needs and expectations
Relationship levels
Dealing with different types of customers
Reaction to complaints (approx. 0.5 days)
Initial reaction: timing and tonality
Analysis of complaints
Key factors
Complaints handling (approx. 1 day)
Guidelines for the professional handling of complaints and grievances
Procedure of a complaint discussion
Use of AI to support the handling of complaints
De-escalation (approx. 0.5 days)
De-escalation strategies and dealing with difficult customers
Maintaining a professional attitude and setting boundaries
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Changes are possible, the course content is updated regularly.
After the course, you will be familiar with office administration, have sound cross-sector knowledge of the professional workflow of an office and be proficient in modern communication techniques. You will be able to take on administrative and organizational tasks in the secretarial and administrative departments and complete commercial work orders independently. You will also be able to use AI-supported applications in everyday office work in a targeted, responsible and quality-conscious manner and acquire a "digital competence driver's license" as meaningful proof of your current knowledge of digital office work.
You will also acquire comprehensive skills in digital communication and use various communication channels in a targeted and customer-oriented manner. You will conduct conversations confidently, in a solution-oriented manner and in a way that is appropriate for the target audience - even in challenging situations. You will also be able to handle complaints professionally, apply de-escalation strategies and contribute to increasing customer satisfaction.
The course is aimed at people who want to acquire, refresh or expand their knowledge of administrative or organizational office processes for the current digital working day.
This course is also aimed at anyone whose daily work involves contact with customers or whose area of responsibility involves external communication.
Your new skills will open up numerous new opportunities in the job market: typical commercial, administrative and organizational activities in secretariats and administrative offices are in demand in companies in almost all sectors of the economy.
You will also acquire skills in dealing directly with customers.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).