PROGRAM'S BACKGROUND

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

This is an exciting and interactive program. It is designed to provide office administrators, supervisors of clerical and administrative staff, executive secretaries and personal assistants the opportunity to review and develop the interpersonal and professional skills they need to do their jobs effectively, thereby contributing to their own, their boss’ and their organization’s  success. In this program participants learn how to:

›       Manage a network of working relations

›       Communicate effectively

›       Manage time for yourself and others

›       Manage the performance of admin staff

›       Improve written communications

›       Manage and present information

›       Organize and improve office systems

PROGRAM'S OBJECTIVES

This Program’s Attendees Will Be More Able To:

›       Extend their understanding of their roles and the key contribution they make to organizational success

›       Review their working relationships

›       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

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

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 and Meetings

›       Team working and team roles

›       Briefing skills

›       Organizing and participating in meetings

›       Notes, minutes and follow-up

Managing Working Relationships/Communication Skills/Supervising Admin Staff

›       Delegation

›       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 & designing presentation slides

Managing Information & Budgets/Improving Customer Service & Systems

›       Principles of information management

›       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

›       Action planning

ADDITIONAL DETAILS