Course Objectives
Certified Administration and Office Management Professional
Course Methodology
This course uses interactive group and individual exercises, role plays and discussions. Inter-group discussions to share working experiences are also an important ingredient in the process. Skills are introduced and revisited at regular intervals throughout the course to facilitate reinforcement and to help participants remember them. The course also uses several self assessment exercises to pin point areas of strengths and improvements as well as action planning to ensure practical implementation of the learning objectives.
Course Objectives
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
Target Audience
Administrators, assistants, executive secretaries, existing or prospective office managers, senior administrators and supervisors of junior level employees.
Target Competencies
Self development
Interpersonal communication
Business writing
Customer focus
Self management
Time management
Meeting management
Telephone handling
Course Outline
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
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
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
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