PROGRAM DETAILS

Introduction

The program covers a wide range of interrelated topics critical to the effectiveness of office and administrative staff in meeting their roles and maximizing their contribution to their teams and organizations. This interactive program is designed to review and develop administrators with the interpersonal and professional skills they need to do their jobs effectively, thereby contributing to their own, and their organization’s success.

Learning Objectives

In this program participants will learn how to:

• Extend understanding of their role and key contributions you should make to organizational success
• Review their working relationships
• Review and developed their personal organization, communication and interpersonal skills
• Develop an action plan to help themselves, their boss and other colleagues work in more effective and efficient ways
• Manage working relationships and communicate and influence effectively
• Manage time for yourself and others
• Manage the performance of staff
• Improve written communications
• Organize office systems

Target Audience

Office Administrators, Supervisors of Clerical and Administrative Staff, Executive Secretaries and Personal Assistants.

Training Methodology

Delegates will have the opportunity to exchange views and learn from each other’s experiences. The program also includes a range of case studies, management games and simulations, discussion exercises, self-assessment instruments and video training films.

Program Content

Day 1 – Programme Introduction/Roles, Competences and Personal Effectiveness 

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

Day 2 – Team Working, Communication & Meetings 

• Team working and team roles
• Briefing skills – giving, receiving and passing on
• Organizing, and participating in, meetings
• Notes, minutes and follow-up

Day 3 – Managing Working Relationships 

• Delegation – giving and receiving
• Communication and listening skills
• Assertiveness, conflict and criticism
• People problems and problem people

Day 4 – Managing Time/Desk Management/Written Communication Skills 

• Managing interruptions and access
• Planning and priority setting
• Office layout and ergonomics
• Managing the paper-load
• Getting the best from e-mail and office technology
• Report and letter writing
• Setting & developing company writing standards
• Editing and proof-reading skills

Day 5 – Managing Staff Performance/Action planning 

• Dimensions of performance
• Motivation
• Appraisal
• Coaching and on-job training skills

Action planning and influencing othe