Suitable for those working in L&D administration who wish to gain an external qualification, recognised by a professional body

Develop a personal action plan to identify actions you can take to increase your effectiveness and efficiency when: 

• Communicating 
• Managing tasks 
• Using methods, media and technology 
• Managing challenge

Leading to the TAP Certificate in L&D Administration

1. Providing an efficient and effective L&D administration service

• Understanding the L&D administration role
• Identifying who the role supports
• Understanding the responsibilities and skills of an L&D administrator

2. Administering bookings to support learning solutions

• Understanding the training cycle
• Using the L&D administration analysis tool
• Improving processes and procedures to support learning solutions
• Creating and maintaining a schedule of courses/learning events
• Auditing resources to meet quality standards
• Analysing delegate feedback
• Obtaining information for the production of reports

3. Communication skills

• Building and maintaining rapport with those that the role supports
• Understanding levels of rapport  Asking open and closed questions
• Understanding the difference between two listening levels
• Using three types of active listening techniques
• Understanding the difference between assertive, non-assertive and aggressive behaviours
• Speaking assertively
• Dealing with interruptions and controlling calls

4. Managing tasks

• Understanding levels of responsibility
• Accepting a delegated task – ‘Managing your manager’
• Managing tasks and deciding priorities
• Managing the schedules of others
• Identifying how well you manage your time

5. Using methods, media and technology

• Supporting delivery options
• Using methods, media and technology within your role
• Making the most of the Internet and social media

6. Managing challenge

• Identifying challenge; behaviours and situations
• Recognising underpinning reasons for challenging behaviour
• Identifying strategies for managing challenge effectively