Notes

Administration and Office Management Professional

Who would benefit from this course :
Administrators, assistants, executive secretaries, existing or prospective office managers/senior administrators and supervisors of junior-level employees.

"
The Role of the Office Manager/Administrator
■ Perception versus Reality
■ Competencies Required for Success
■ What it Takes to Be a “Star” at Work
■ Identifying Your Role


Effective Communication Skills
■ Improving Credibility and Gaining Recognition
■ Importance of Having Positive Attitute
■ Being Assertive
■ Selling your Ideas to the Boss, Colleagues, Subordinates and Clients
■ Preparing a Professional Presentation


Written Communication
■ What Constitutes Professional Business Writing
■ Style and Layout
■ Obtaining your Objective with the Reader
■ Reader’s Expectations


Serving the Internal and External Customer
■ Understanding the Needs of Internal and External Customers
■ Removing Services Barriers
■ Providing Excellent Service
■ Handling Complaints


Stress Management Techniques
■ Causes and Symptoms
■ Identifying your Stressors
■ Formulating a Comprehensive Stress Management Plan


Managing Time
■ 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


Organizing Meetings
■ Elements of an Effective Meeting
■ Preparing the Agenda
■ Taking Minutes of Meetings


Using the Telephone Properly
■ Professional Telephone Behavior
■ Rules for Good Listening
■ Dealing with Difficult Callers
■ Identifying Common Phone Problems and Formulating Solutions
"