PROGRAM'S BACKGROUND

This program is designed to provide attendees with the opportunity to review and develop interpersonal and professional skills needed to do their jobs effectively, thereby contributing to personal and organizational success. The program also covers the strategies, tools and technologies used to capture, categorize, manage, store, preserve (archive) and deliver documents and records in support of business processes, as well as the core components of ISO 15489 so that organizations become compliant with best practices.

After exploring and developing the multi-faceted skills required of the office professionals and administrative staff, the combination allows participants to explore in more detail the issues involved in meeting responsibilities for managing documentation and records. The program covers a wide range of interrelated topics critical to the effectiveness of office personnel and administrative staff in meeting their roles and maximizing their contribution to their teams and organizations. Emphasis is placed on building on existing good practice and on recognizing areas where improvements can be made and developing strategies accordingly. Emphasis is also placed on managing the network of relationships and inter-personal skills and communication.

It will cover all the essential skills needed to understand, use and apply document and records management and all the essential skills needed to understand, use and apply ISO 15489 records management standard. Discussions focus on the use of best practice, processes and systems implementation as well as how to apply all the key concepts. Emphasis is also placed on participants developing action plans to implement document and records management successfully in their organizations and other initiatives following from the program.

PROGRAM'S OBJECTIVES

This Program’s Attendees Will Be More Able To:

›       Extend their understanding of their roles as office managers and administrators and the key contribution they make to organizational success

›       Review and develop their personal organization, communication and interpersonal skills

›       Develop an action plan to help themselves, their boss and other colleagues work in more effective and efficient ways

›       Understand the key concepts and overall architectural scope of records and document management

›       Develop business cases and business requirements for records management systems

›       Identify the business drivers for improving document and records management in their organizations

›       Determine how document and records management can be implemented across their organizations

›       Assess the implications of technologies, including Enterprise Content Management (ECM) on document and records management

›       Understand the key concepts and overall scope of ISO 15489 and how to apply ISO 15489 in their organizations

PROGRAM'S ATTENDEES

›       All administrative personnel

›       Administrative Assistants

›       Newly appointed to supervisory roles

›       Secretaries and PA’s within the office environment

›       Anyone who want to build on their skills and knowledge

›       Those who want to build on their office management, administration skills and knowledge and are interested in understanding document and records management best practices

PROGRAM'S OUTLINE

Program Introduction/Roles, Competences & Personal Effectiveness

›       Program introduction and objectives

›       Action planning

›       The competence model of skills, behaviors and values

›       Emotional and Chronistic Intelligence

›       Personal competence review

›       Time management constraints – resources, systems, other people and self

›       Handling requests and conflicting priorities

Team Working, Communication & Meetings Team working & team roles

›       Briefing skills – giving, receiving and passing on

›       Organizing and participating in meetings

›       Notes, minutes and follow-up

Managing Working Relationships/Communication Skills/Supervising Admin Staff

›       Delegation – giving and receiving

›       Coaching and training colleagues and staff

›       Communication and listening skills

›       Building rapport

›       Developing a network of working relationships

›       Assertiveness and conflict

›       People problems and problem people

›       Helping others perform

›       Practical motivation

›       Criticism skills

Managing Time/Desk Management & Office Technology/Writing Skills

›       Planning and priority setting

›       Office layout and ergonomics

›       Managing the paper-load and developing paperless systems

›       Getting the best from office technology

›       Letter writing

›       E-mail efficiency and etiquette

›       Writing and editing reports

›       Proof-reading skills

›       Setting up/developing writing layout and style guidelines for the organization

›       Writing and designing presentation slides

Managing Information & Budgets/Improving Customer Service & Systems

›       Principles of information management – scheduling, filtering and digesting

›       Interpreting and presenting statistical information

›       Designing and using graphs

›       Designing surveys, presenting findings and interpreting meaning

›       Basic concepts of financial management

›       Monitoring budgets and variance

›       Improving customer service and systems – continuous improvement

›       Action planning

Strategy & Understanding Key Elements of Documents & Records Management

›       Introduce document and records management

›       ISO 15489 Part 1 and Part 2 overview

›       Business case and drivers

›       Business requirements for managing document and records

›       Managing information as an asset

›       Understanding the terminology

›       Document and records management strategies

›       Information governance

Concepts & Set-up Components

›       Document and records lifecycle

›       Capture and storage management

›       Storage and handling

›       Preservation and archiving

›       Metadata and indexing

›       Classification schemes

›       Searching and retrieving

›       Controls and security

›       Legislation, standards and regulation

Process & Delivery

›       Information gathering: audit and survey

›       Building a business case

›       Defining business requirements

›       ISO 15489 Part 1

›       How to set ISO 15489 policies and standards

›       Assigning responsibilities and authorities

›       Establishing procedures and guidelines

›       Business classification scheme

›       IT infrastructure details

›       Model office and rollout

Implementation Planning

›       Implementation planning

›       ISO 15489 Part 2

›       Designing, implementing and administering specialized systems for managing records

›       Integrating records management into business systems and processes

›       Information audit: monitoring compliance

›       Project and program planning

Case Studies

›       Introduction to case studies

›       Group 1 – Strategy: Developing a business case

›       Group 2 – Concepts: Training and awareness program

›       Group 3 – Process: Developing policy and standards

ADDITIONAL DETAILS