Course details

Overview ?

Why Attend

What differentiates exceptional administrators from the rest of the crowd? What does it take to be a star administrator? This course gives essential and in-depth practical techniques that will enable you to excel at your workplace. In this course, you will learn multi-disciplinary best practices such as how to be a better business writer and a master communicator. This course also focuses on the importance of providing exceptional internal and external customer service and the impact of doing this. Moreover, you will thoroughly have the chance to discuss the effects of stress at the workplace and ways to turn stress to an advantage. You will also learn how mastering your effective usage of time will inevitably enhance your productivity and lower your stress level. Another topic you will delve into is organizing and running an effective and professional meeting. Finally, you will learn in detail, how you can improve your phone handling capabilities.

Course Methodology

This course uses interactive group and individual exercises, role plays and discussions. Inter-group discussions to share working experiences are also an important ingredient in the process. Skills are introduced and revisited at regular intervals throughout the course to facilitate reinforcement and to help participants remember them. The course also uses several self-assessment exercises to pinpoint areas of strengths and improvements as well as action planning to ensure practical implementation of the learning objectives.

Course Objectives

By the end of the course, participants will be able to:

Define and understand the role of the office manager and administrator
Implement verbal and written communication strategies needed for carrying out responsibilities in an effective manner
Develop a service attitude and mindset aimed at the internal and external customer
List the main causes of stress and apply the techniques needed to control them
Apply time management techniques required for better office productivity
Organize meetings effectively
Handle telephone calls properly and professionally

Target Audience

Administrators, assistants, executive secretaries, existing or prospective office managers, senior administrators and supervisors of junior level employees.

Target Competencies

Self-development
Interpersonal communication
Business writing
Customer focus
Self-management
Time management
Meeting management
Telephone handling

Course Outline

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

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
Expectations of readers

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

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

Organizing meetings

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

Using the telephone properly

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

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Day 5

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