Course details

Overview ?

Course Overview

This event is designed to increase the skills of Support personnel across a range of disciplines. The seminar identifies and examines the key components of the role and within each element builds up a range of approaches and techniques for operating an efficient office or support team. These elements include interpersonal, communication, organisational and time management competencies. Throughout the event, you will practice communication, organisational and planning skills on an ongoing and linked basis as you would within your normal working environment.

In modern working environments more and more secretaries and management assistants are encouraged to take on office management responsibilities. Whether it is purely taking over the day to day running of office activities or taking on a team of staff to help. This can be very challenging as not only will your workload increase but you will be required to use skills you have never used before. It is not uncommon to feel lost and unsupported in the office management role, everyone having high expectations of you and yet offering very little help and guidance. This course will give you the needed skills to perform and succeed in your office management responsibilities

Course Objectives

By the end of this course the participant will be able to:

Identify the key components within the job role of the Office Manager/ Executive Assistant / PA
Discuss experiences with fellow Delegates
Learn possible techniques for advancement of such skills
Build an approach that suits their own individual style and workplace
The importance of defining and understanding your crucial role as an office manager
How to plan, organize and priorities effectively
Foster a productive and efficient office environment
The importance of possessing basic negotiation and influencing skills and how best to apply them in your role
How to get the outcome you desire through effective win/win communication skills
How to better utilize your time
How to file and archive your electronic documents

Course Outline

The Office Manager / Executive Assistant role: an Overview

Identifying common issues and challenges
Setting Personal objectives
What makes you indispensable?
Proactive versus passive Support

Setting and Meeting Objectives

Planning skills
Project management approaches for support staff
Managing time
Strategies for managing change
Identifying and dealing with Pressure Points
Implementing Action Plans

Resource and Team Management

Allocating human resource to tasks and projects
Monitoring performance – team and self
Team Appraisals and Reviews
Embedding a new team member effectively
Managing team issues
Coaching techniques
Disciplinary issues
Prioritisation approaches and techniques

Communications

Improving communications within an existing team
Oral and listening skills
Reporting to Management
Negotiation skills and techniques
Managing difficult people
Comparison of telephone / face to face / written communications, their effectiveness and suitability for different situations

Time Management

Identifying your time wasters
Learn how to say No
Delegate effectively
Prioritize your work
Manage Interruptions

Defining the Role of the Office Manager

Understanding the core components of the office manager role:

Functions
Roles
Responsibilities

Clarifying expectations
Four dimensions exercise

The Art of Effective Planning and Organizing

How to plan – a step by step framework for success
Documentation control – ensuring you have the facts at your fingertips
Organizing and structuring processes and procedures
Problem solving and decision making

Effective Communication – written and spoken

How to get your message across firmly and fairly
Best practice communication model:

Email communication
Meetings
1 to 1 scenarios

Effective business writing
Writing instructions and process guides
Getting your hands on the information you need

Prioritizing – how to cram 24 hours into a morning

How to prioritize in a way that works for you
Identifying your personal “time stealers”
Best practice time management techniques
Practical steps for increasing productivity and efficiency
The importance of effective delegation

Effective filing and archiving system

Understanding the different technique of filing and archiving
Document Identification and Classification
Document Preparation
File Label and Bar-Code System Design
Office Etiquette
Handling Confidential Information
Dealing With Sensitive Information
Developing A Professional Image
Policies And Procedures
Sorting And Classifying Mail

Archiving your Email and Documents

Business Documentation
Personal Sorting File (PST) process
Overview: Get control of your e-mail
Why move e-mail
Auto Archive is effortless
Get personal with Personal Folders

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Day 3

Day 4

Day 5

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