This programme can run as an online or classroom training
(Available also for Customised Training by Duration, Venue & Fee)
Programme Description
To always stand out positively, designated Office Managers, Administrators and Secretaries need to perfect their interpersonal and behavioural skills. That way, they can stay in control and on top of their responsibilities.
This programme will focus target participants on processes and style of work expected of them:
How to work smart, not just hard, putting the most emphasis on the most critical functions.
How they appreciate that nothing will help their career more than a reputation for high quality work that makes their boss look good.
How they make their boss become comfortably dependent on them for new ideas and support.
Ways in which to develop and continuously assess their Emotional Intelligence capabilities.
Work place communication and interpersonal skills.
How to ehavior their thoughts clearly before communicating in writing.
A practice of writing styles that are clear, concrete and courteous.
Broad Competencies Addressed:
Ability to prioritise and cope with multiple tasks
Ability to think like a manager – planning, making decisions and solving problems
Ability to improve communication skills to enhance relationships
Ability to manage your thoughts and feelings and improve self-confidence
Ability to be assertive and therefore more effective in the workplace
Ability to understand and develop interpersonal skills
Ability to write memos, letters, reports, mails and proposals excellently by presenting their contents with mechanical precision
Course Contents
DAY ONE
Essential Administrative Skills
Roles and Competencies of Secretaries and Administrative Officers
- Traditional Roles
- Emerging Roles
Understanding Changes Affecting Business
Maintaining Corporate Secrecy and Confidentiality
Records Keeping and Good Memory
Office Etiquette
- Business
- Social
- Telephone Manners
- Visitor
- Grooming and Dress Code.
DAY TWO
Vital Communication Skills
Different styles of communication
Understanding and using body language
Listening skills
- seeking to understand before being understood
- Best practices for delivering positive Feedback
Communication skills for internal customers:
- Positive listening habits
- Eye-contact
- Body-positioning
- Life-in-your-voice
- Telephone manners
- Equal-treatment
- Thanking
Personal Attitudes and Customer Service Experience
Long term relationship management.
DAY THREE
Written Communication
The Challenge of Communicating Effectively
- The business case
- Communication and culture.
Writing Guidelines
- Essence of effective business writing
- Planning the writing
- Organising thought before writing.
Prewriting & Planning
- Establishing purpose
- Clarifying readership
- Researching for facts.
Doing the Writing
Scheduling Meetings and Writing Minutes
- Minutes: what it is, what it is not
- The importance of Minutes
- Types of Minutes
- Minutes Format
- Steps to Effective Minutes
- Qualities of Good Minutes
Email, Internet and Intranet Proficiency
DAY FOUR
Emotional Intelligence Framework
Self awareness
- Emotional awareness
- Accurate self assessment
- Self confidence
Self regulation
- Self control
- Trustworthiness
- Conscientiousness
- Adaptability
- Innovativeness
Self motivation
- Achievement drive
- Commitment
- Initiative
- Optimism
Social competence
- Empathy
- Customer Service Orientation.
DAY FIVE
Time Management
•Managing Self for Effective Time Use
- Prioritisation
- Personal effectiveness
- Goal setting
The Time Wasters
- Ineffective meetings
- Unproductive gist and talks
- Coming late to the office
- The “African time” syndrome
- Unskilled managers and subordinates
Managing the Boss
- Everyone’s Pal Boss
- Self Promoter Boss
- High Achiever Boss
- Roadblocks Boss
Managing Routines.
