PROGRAM DETAILS

Introduction

 The roles of the Personal Assistants, Executive Secretaries/Assistants and other Administrative staff in business are continually evolving. In this programme delegates will discuss how to:

• Enhance their skills to enable them to work at a higher level;
• Appreciate the value and importance of their role;
• Understand their business in order to work effectively;
• Use communication skills to their advantage and to the benefit of their organisation;
• Develop their interpersonal skills to improve their working practice

By attending this programme, delegates will be able to return to work having learnt how to expand their role and deal with business situations more effectively.

They will also have the confidence to use these skills and thus raise their profile in their company.  They will have an action plan to put into practice.

Learning Objectives

Participants attending the programme will:

• Improve their existing skills;
• Understand how to develop their role;
• Learn how to write more effective correspondence;
• Learn how to give memorable presentations;
• Be aware of how to be more proactive;
• Understand ways in which they can expand their business acumen;
• Learn ways to manage their manager;
• Discuss interpersonal intelligence and how it can improve their working practice;
• Be aware of how they can take some control over their time and work output.

Target Audience

 Personal Assistants, Executive Secretaries/Assistants and Administrative staff who want to develop and enhance their role within their organisation.

Training Methodology

 This programme will be discussion-based, giving delegates the opportunity to share their issues with the group.  There will be activities, practical exercises and debate of real life situations.  Delegates should be prepared to talk in depth about their role and to work with others to produce plans for the future.

Program Content

 Day 1 – Building on existing skills

• What is your role?
• Organisational skills
• Planning and prioritising
• Time management under pressure
• Advanced customer service skills and telephone techniques

Day 2 – Developing the role

• Ways to become more proactive
• Take some control over your work load
• Discuss how you can expand your knowledge of the business
• Cope with and take advantage of change in your work environment
• Goal setting

 Day 3 – The importance and value of communication skills

• Why are communication skills so important?
• Talk about how to be more assertive in the workplace
• Learn to delegate
• Improve your listening skills
• Write more effective business letters and e-mails
• Learn how to structure reports
• Tips to giving excellent presentations

Day 4 – Managing your manager and raising your profile

• Image management
• Building an effective working relationship with your manager
• What is expected of you?
• Your working style
• Understand how to be effective in meetings.
• Discuss ways to improve your confidence
• Working as a team
• Using your skills to enable your manager to concentrate on his/her priorities

Day 5 – Interpersonal intelligence

• Understanding people
• Expressing yourself with clarity
• Asserting your needs
• Giving and receiving feedback
• Influencing skills
• Resolving conflict
• Being a team player
• Being flexible