Course details

Overview ?

Introduction

The Office Professional & Records Management Masterclass is an exciting and interactive programme, designed to provide participants with the opportunity to review and develop interpersonal and professional skills needed to do their jobs effectively, thereby contributing to personal and organizational success.

The programme also covers the strategies, tools, and technologies used to capture, categorise, manage, store, preserve (archive), and deliver documents and records in support of business processes, as well as the core components of ISO 15489 so that organisations become compliant with best practices.

After exploring and developing the multi-faceted skills required of the office professionals and administrative staff (including both inter-personal and technical skills), the combination allows participants to explore in more detail the issues involved in meeting responsibilities for managing documentation and records.

Objectives

Extend their understanding of their roles as office managers and administrators and the key contribution they make to organisational success
Review and develop their personal organisation, communication and interpersonal skills
Develop an action plan to help themselves, their boss and other colleagues work in more effective and efficient ways
Understand the key concepts and overall architectural scope of records and document management
Develop business cases and business requirements for records management systems
Identify the business drivers for improving document and records management in their organisations
Determine how document and records management can be implemented across their organisations
Assess the implications of technologies, including Enterprise Content Management (ECM) on document and records management
Understand the key concepts and overall scope of ISO 15489 and how to apply ISO 15489 in their organisations

Content

Day One

Programme Introduction/Roles, Competences and Personal Effectiveness

Programme introduction and objectives
Action planning
The ‘competence’ model of skills, behaviours and values
Emotional and Chronistic Intelligence
Personal competence review
Time management constraints – resources, systems, other people and self
Handling requests and conflicting priorities

Day Two

Team Working, Communication and Meetings Team working and team roles

Briefing skills – giving, receiving and passing on
Organising, and participating in, meetings
Notes, minutes and follow-up

Day Three

Managing Working Relationships /Communication Skills/Supervising Admin Staff

Delegation – giving and receiving
Coaching and training colleagues and staff – skills of on-job training
Communication and listening skills – lessons from NLP
Building rapport
Developing a network of working relationships – influencing skills
Assertiveness and conflict
People problems and problem people
Helping others perform – case study
Practical motivation
Criticism skills

Day Four

Managing Time/Desk Management and Office Technology/Writing Skills

Planning and priority setting
Office layout and ergonomics
Managing the paper-load and developing paperless systems
Getting the best from office technology
Letter writing
E-mail efficiency and etiquette
Writing and editing reports
Proof-reading skills
Setting up/developing writing layout and style guidelines for the organisation
Writing and designing presentation slides

Day Five

Managing Information & Budgets/Improving Customer Service and Systems

Principles of information management – scheduling, filtering and digesting
Interpreting and presenting statistical information
Designing and using graphs
Designing surveys, presenting findings and interpreting meaning
Basic concepts of financial management
Monitoring budgets and variance
Improving customer service and systems – continuous improvement
Action planning

Day Six

Strategy and Understanding Key Elements of Documents & Records Management

Introduce document and records management
ISO 15489 Part 1 and Part 2 overview
Business case and drivers
Business requirements for managing document and records
Managing information as an asset
Understanding the terminology
Document and records management strategies
Information governance

Day Seven

Concepts and Set-up Components

Document and records lifecycle
Capture and storage management
Storage and handling
Preservation and archiving
Metadata and indexing
Classification schemes
Searching and retrieving
Controls and security
Legislation, standards and regulation

Day Eight

Process and Delivery

Information gathering: audit and survey
Building a business case
Defining business requirements
ISO 15489 Part 1
- How to set ISO 15489 policies and standards
- Assigning responsibilities and authorities
- Establishing procedures and guidelines
Business classification scheme
IT infrastructure details
Model office and rollout

Day Nine

Implementation Planning

Implementation planning
ISO 15489 Part 2
- Designing, implementing and administering specialized systems for managing records
- Integrating records management into business systems and processes
Information audit: monitoring compliance
Project and programme planning

Day Ten

Case Studies

Introduction to case studies
Group 1 – Strategy: Developing a business case
Group 2 – Concepts: Training and awareness programme
Group 3 – Process: Developing policy and standards

Day 1

Day 2

Day 3

Day 4

Day 5

Training Methodology

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