Certified Administration and Office Management Professional

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 behaviour
• Rules for good listening
• Steps in professional handling of an incoming call
• Dealing with difficult callers
• Identifying common phone problems and formulating solutions