Competence Development for Office Managers, Administrators and Secretaries

By the end of the course, participants will be able to:

• Define and understand the role of the office manager and administrator
• Implement verbal and written communication strategies needed for carrying out responsibilities in an effective manner
• Develop a service attitude and mindset aimed at the internal and external customer
• List the main causes of stress and apply the techniques needed to control them
• Apply time management techniques required for better office productivity
• Organize meetings effectively
• Handle telephone calls properly and professionally

 CONTENT: 

• The role of the office manager and administrator
  • Perception versus reality
  • Competencies required for success
  • What it takes to be a 'star' at work
  • Identifying your role
• Effective verbal and written communication skills
  • Improving credibility and gaining recognition
  • Importance of having positive attitude
  • 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
• Serving the internal and external customer
  • Understanding the needs of internal and external customers
  • Removing services barriers
  • Providing excellent service
  • Breaking down the silo mentality
  • Handling complaints
• Stress management techniques
  • Causes and symptoms
  • Identifying your stressors
  • How stress affects performance
  • 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
  • Meeting common time wasters
  • Taking minutes of meetings
  • Responsibilities of meeting leaders and participants
• 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

FOR WHOM:

Human Resources Managers, Admin Managers, Senior Managers, Directors, Admin Officers and others who perform related functions.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.