Course outlines:
Module one:
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
- Improving credibility and gaining recognition
- Importance of having positive attitude
Module two:
Effective communication skills and serving the internal and external customer
- 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
- Understanding the needs of internal and external customers
- Removing services barriers
- Providing excellent service
- Breaking down the silo mentality
- Handling complaints
Module Three:
Stress management techniques and Time Management
- Causes and symptoms
- Identifying your stressors
- How stress affects performance
- Formulating a comprehensive stress management plan
- 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
Module Four:
Organizing meetings
- Elements of an effective meeting
- Preparing the agenda
- Meeting common time wasters
- Taking minutes of meetings
- Responsibilities of meeting leaders and participants
Module Five:
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