PROGRAM'S BACKGROUND

Rapidly changing technology and working practices mean that job roles today are very different from those encountered five or ten years ago. Administrators need to learn, unlearn and relearn and be equipped with the relevant knowledge and skills in order to remain competent in the workplace. You are important to your organization’s success and you are in a position to learn management tools, concepts, techniques to be more competent so that you can be effective and enhance your value and credibility to your organization. You can then rise above being what has been perceived as just being “professional” but to the next higher level of being “progressive and competent”.

In order to remain competent in the workplace administrators, office managers and secretaries need to be equipped with the relevant knowledge and skills. This program identifies and examines the key components of the role and within each element builds up a range of approaches and techniques for operating an efficient office or support team. These elements include: interpersonal skills, communication, organizational and time management competencies.

Any role where you support the efficient and effective running of an organization relies on you having a good set of administration skills and a great attitude. This course has been designed to provide administrators, assistant administrators, personal assistants, secretaries and anyone else in an administrative support role a set of skills and an attitude so they and operate in an efficient manner.

PROGRAM'S OBJECTIVES

This Program’s Attendees Will Be More Able To:

›       Demonstrate an understanding of the modern administrator’s highly needed abilities.

›       Develop interpersonal and communication skills in order to carry out administrative functions with confidence and efficiency.

›       Apply professional business-writing techniques in writing e-mails.

›       Take a proactive role in handling job responsibilities, thus assisting the boss in carrying out his/her work more effectively.

›       Handle telephone calls properly and professionally.

›       Develop self-management and deal with time wasters.

›       Practice memory-enhancement techniques with several reinforcement methods and exercises.

›       Communicate more effectively and with confidence when carrying out their work

›       Handle work more effectively and efficiently

›       Deal with others effectively minimizing situations involving conflict and stress

›       Adopt a professional manner when using the telephone

›       Have more skills and tips that will enhance their productivity

PROGRAM'S ATTENDEES

›       Administrators

›       Assistant administrators

›       Secretaries

›       Personal Assistants and any other person in an administration/coordinator role who want to be more efficient and effective in their work.

›       Also, those with the potential of becoming administrators can benefit from this program

PROGRAM'S OUTLINE

THE ADMINISTRATOR AS PART OF THE SUPPORT TEAM

›       Understanding your Role within your Team

›       Building an Excellent Professional Image

›       Strategies for an Outstanding Team-Player

›       Having the Right Attitude to Excel

THE MODERN ADMINISTRATOR’S HIGHLY NEEDED ABILITIES

›       Adaptability to a Changing Office Environment

›       Maturity and Political Skills

›       Seeing through Obstacles and Building on Talents and Strengths

VERBAL COMMUNICATION

›       Building Excellent Relations with Boss and Colleagues

›       Overcoming Communication Barriers

›       Communicating with Assertiveness and Self-Confidence

›       Strategies for Greater Visibility and Influence

EFFECTIVE WRITTEN COMMUNICATION

›       Ingredients of a Professional Written Document

›       Dos and Don’ts of Business Writing

›       Email Writing Principles and Etiquette

TELEPHONE HANDLING BEST PRACTICES

›       Professional Telephone Behavior

›       Key Competencies for Success

›       The Can-Do, Service-Driven Approach

›       Handling Difficult Callers

EFFECTIVE TIME PLANNING

›       Identifying and Controlling your Time Wasters

›       Setting your Priorities and Working Standards

›       Maximizing your Efficiency

›       Planning and Organizing a Productive Work-Day

MEMORY REINFORCEMENT TECHNIQUES

›       Your Memory as a Business Tool

›       Daily Memory Practice and Training

›       Remembering “By Association”

›       Using Acronyms and the Method of Loci

YOUR BUSINESS ENVIRONMENT AND RESPONSIBILITIES AT WORK

›       The organizations purpose and values

›       Where your supporting role fits in

›       Your attitude to work

›       Your learning style

›       Current skills, experience and knowledge

›       Adaptability and its importance

›       Why IMPACT is so important

ORGANIZATION & PLANNING SKILLS

›       Managing your workload – priorities

›       The 6 Questions

›       Using your Time Effectively – time wasters, procrastination, having a good personal operating system

›       Great techniques for planning and organization

›       Organizing meetings and events

›       Role plays

COMMUNICATION & PRESENTATION SKILLS

›       Good listening and questioning skills

›       Professional Telephone behavior

›       Overcoming Communication Barriers

›       Effective email and writing skills

›       Assertiveness Skills

›       Role plays

TEAM WORKING

›       Understanding Personalities

›       Managing your relationships

›       Handling difficult people

›       Controlling stress

›       Dealing with conflict

›       Working within a team

›       Emotional Intelligence

SELF-DEVELOPMENT

›       Positive approach to development

›       Techniques to improve your skills – memory, competencies, organization

›       Confidence and self-belief

›       Appraisals and feedback

›       Your Personal Development Plan

ADDITIONAL DETAILS

The program is designed to give the participants enhanced practical learning through use of a variety of activities; individual and group exercises, question and answers opportunities, presentation to each style of participant learning. The sessions will be interactive and optimize the experiential learning process. Each delegate will leave with a personal development plan on how they will use the learning outcomes.