The course not only teaches the confident use of Word and Excel, but also in-depth knowledge of the professional workflow of an office and modern communication techniques. This is supplemented by conversation techniques, routine handling of common digital communication tools and an insight into complaints management. Finally, you will refresh, deepen and expand your English skills with basic business terms.
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Certificates: Office Service Manager" certificate
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Additional Certificates: Microsoft Word" certificate
Microsoft Excel" certificate
Certificate "Office organization"
"Driving license for digital competence" certificate
Digital Communication" certificate
TOEIC® certificate (Test of English for International Communication) -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
Modulprüfung Microsoft Word
Modulprüfung Microsoft Excel
Führerschein für digitale Kompetenz
TOEIC®-Test (Test of English for International Communication) -
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: 15 Weeks
Word processing with Microsoft Word
Word processing with Word (full-time 5 days/part-time 10 days)
Basics of text input and processing
Character, paragraph, page and document formatting
Numbering and structuring
Using format templates
Using tables, graphics and shapes
Saving, printing and protecting documents
Creating texts, letters and serial letters
Editing and correction functions
Designing page layouts and multi-page documents
Checking accessibility (ALT texts, check tool)
AI as a writing coach (shortening/rewording with clear style guidelines)
Spreadsheet calculation with Microsoft Excel
Spreadsheet calculation with Excel (full-time 10 days/part-time 20 days)
Basics of table editing
Working with formulas and functions
Formatting cells, editing and printing tables
Filling, moving and copying (auto-fill, flash preview)
Sorting and filtering data
Calculating with date and time
Creating and editing charts
Chart templates and chart layouts
Manage workbooks (sheet protection, workbook protection)
Use individual print settings
Using Excel templates
Formula help and troubleshooting with AI
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
Business English
Basics of professional English communication (approx. 4 days)
Basic structures of the English language in a professional context
Tenses (simple, continuous, perfect)
Formulation of questions
Active/passive voice
Adjective/adverb
Modal verbs
Conditional
Differences between British and American English in everyday working life
Important idioms in professional language
Presenting in English
Communicative part (approx. 5 days)
Establishing and maintaining customer contacts, telephone calls, correspondence
Artificial intelligence for formulating and optimizing English business communication
Greetings and introductions during business visits
Dealing with complaints
Describing products
Writing letters and emails with common phrases on topics such as orders or quotations
Describing company structures in English
Business English (approx. 6 days)
Writing business correspondence
AI support for English-language emails and letters
Arguing convincingly in a professional context
Explaining company structure, marketing and sales in English
Reporting on market analyses, discussing financial trends
AI for analyzing and preparing information
Communication on business trips: Reception, hotel, restaurant
Appearance in meetings
Describing processes and procedures
Conducting negotiations and reaching agreements
Developing and communicating plans and projects
Preparing presentations
AI tools for structuring and optimizing the language of presentations
English-language job descriptions
Anglo-Saxon application process
Writing a CV in English
Interview: confident presentation of experience and qualifications
Project work, certification preparation and TOEIC® certification exam (approx. 5 days)
Changes are possible, the course content is updated regularly.
After the course, you will be able to use the two common Office programs Word and Excel and be familiar with office administration. You will have sound cross-sector knowledge of the professional workflow of an office and be proficient in modern communication techniques. You are also confident in communicating with customers - both in face-to-face meetings and in correspondence using traditional and modern means of communication and especially on the telephone. You have practical English language skills to be successful in the international workplace.
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.
Your meaningful certificate provides a detailed insight into the qualifications you have acquired and improves your career prospects.
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).