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Skill Overview

This practical course builds essential digital communication skills for administrative and customer service staff working in modern, fast-paced environments. Focused on the tool’s professionals use every day, the course covers composing and managing professional emails, using video conferencing platforms, sharing documents via cloud storage, and integrating communication channels for efficient and secure collaboration. 

Whether staff are supporting customers, teams, or senior leaders, this course helps learners become more confident and capable in digital communication, while reinforcing good cybersecurity habits. It’s particularly valuable for employees with low digital confidence or those transitioning into roles that require regular use of workplace tech. 

Over a 4-week period (12 hours total), learners will explore practical tools and strategies for managing professional communication and boosting productivity in their day-to-day roles.

Key topics include:
•	Writing and managing professional emails effectively.
•	Using video conferencing tools with confidence and clarity.
•	Sharing and collaborating on documents via cloud platforms.
•	Organising tasks and schedules using digital tools.
•	Enhancing teamwork and customer service through better digital communication.

Employer Benefits:
•	Improves team communication and productivity: Staff become confident in managing emails, participating in meetings, and collaborating digitally – reducing delays and miscommunication. 
•	Supports digital confidence in customer-facing and admin roles: Helps employees use essential workplace technology more effectively, boosting service quality and professional image. 
•	Strengthens data handling and cybersecurity awareness: Learners develop secure communication habits that reduce the risk of breaches and protect sensitive customer and business data. 
•	Reduces onboarding time for digital tools: Ideal for new staff or those returning to work who need upskilling in common platforms like Teams, Google Drive, and Outlook. 
•	Minimises disruption through flexible delivery: We offer online, on-site, or in-house delivery to suit shift patterns, operational needs, and preferred working environments. 

This is a non-regulated course.

Session Duration – 12 hours over 4 weeks (3 hours per session).

Learning Objectives

By the end of the course, participants will be able to:

•	Compose and manage professional workplace emails: Write clear, well-structures messages tailored to workplace contexts, use formal tone appropriately, and manage email threads and folders for efficient inbox organisation. 
•	Use video conferencing platforms effectively and professionally: Set up, join, and participate in virtual meetings using tools such as Zoom, Microsoft Teams, or Google Meet, applying appropriate meeting etiquette, screen sharing, and chat functions.
•	Share and collaborate using cloud-based tools: Upload, organise, and collaborate on documents using Google Drive or OneDrive, including setting correct permissions, managing access, and contributing to shared files in real time. 
•	Apply digital communication in integrated workplace tasks: Combine skills across email, video conferencing, and cloud collaboration in realistic workflows, such as responding to customer enquiries, preparing team reports, or coordinating virtual meetings. 
•	Follow secure digital practices: Recognise potential digital security risks in email, file sharing, and video meetings, and apply basic principles such as password management, secure file sharing, and safe communication protocols.

Funding Option

Funding Eligibility

This course is part of our Skills Development Service.

To be eligible for this training, you must be:

•	19 years old or over 
•	Employed, volunteering or an unpaid worker.
•	Have the right to live and work in the UK. 
•	You must not already have achieved a level 2 qualification, in this subject, in the last 3 years.

This support is available for those living in Greater Manchester or one of the neighbouring areas. These include parts of Lancashire, Derbyshire, Merseyside, West Yorkshire, and Cheshire – your eligibility will be checked by one of our Skills Coaches.

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