Effective verbal and written communication skills

  • Improving credibility and gaining recognition
  • Importance of having positive attitude
  • Being assertive
  • Selling your ideas to the boss, colleagues, subordinates and clients
  • Preparing a professional presentation
  • What constitutes professional business writing
  • Style and layout
  • Obtaining your objective with the reader
  • Readers’ expectations

 

Serving the internal and external customer

  • Understanding the needs of internal and external customers
  • Removing services barriers
  • Providing excellent service
  • Breaking down the silo mentality
  • Handling complaints

 

Stress management techniques

  • Causes and symptoms
  • Identifying your stressors
  • How stress affects performance
  • Formulating a comprehensive stress management plan

Advanced communication skills for administrators

  • Business communication
  • Communication defined
  • Types of communication
  • Tips for smart communication

Creating powerful short presentations

  • Tips for powerful presentations
  • Key characteristics of dynamic speakers
  • The four step communication process
  • The anatomy of a good presentation

Advanced business writing

  • Managing the reader’s expectations
  • Using positive and courteous language
  • Preparing meeting agendas and minutes

The role of the office manager and administrator

  • Perception versus reality
  • The 3Ds of successful administrators: dramatically and demonstrably different
  • Competencies required for success
  • What it takes to be a ‘star’ at work
  • Identifying your role

 

Download Training Outline

COURSE OUTLINE

The future workplace: the future-fit code to transformation

  • Research-based, synoptic overview of the future workplace
  • Gap and SWOT Analyses to determine the state of readiness

New roles for new times

  • The changing organization
  • The role of management in the workplace
  • The main tasks of office managers
  • New roles for new times
  • Optimizing communication and influence
  • Fostering a professional attitude
  • Producing results from various activities
  • Use of technology to get things done

 

Mastering data management, indexing and archiving

  • Mastering filing systems
  • Five secrets to organize files better
  • Electronic archiving

Records management

  • The records and information cycle
  • Common problems in records management
  • Rules for indexing personal and business names
  • Cross referencing personal names

 

Organizing meetings

  • Elements of an effective meeting
  • Preparing the agenda
  • Meeting common time wasters
  • Taking minutes of meetings
  • Responsibilities of meeting leaders and participants

 

The executive assistant success tool box

  • Basic modern office etiquette
  • Telephone etiquette
  • Email etiquette
  • Event planning and execution
  • Preparing for meetings and conferences
  • Major event planning elements
  • The event tool box

Team and leadership skills

  • Team formation stages
  • Situational leadership

Best Principles in Managing time

  • Identifying and eliminating time wasters
  • Setting goals and priorities
  • Using measures to control and improve your effectiveness
  • Planning and managing time for self and others
  • Preparing time logs and learning from them

 

Using the telephone properly

  • Professional telephone behaviour
  • Rules for good listening
  • Steps in professional handling of an incoming call
  • Dealing with difficult callers
  • Identifying common phone problems and formulating solutions

Creating a motivating and productive office environment

  • Design and productivity
  • Feng Shui office design: the art of working (tips and basic steps)
  • Dealing with and managing diversity
  • Communicating across cultures
  • Six steps to great time management
  • Dealing with difficult bosses
  • Inbox zero: managing emails effectively