Course Description:
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.
Objectives:
Having completed the program, participants should be able to:
- 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
Course Outline:
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 and 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 and 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
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