Course Objectives
Certified Administration and Office Management Professional - Virtual Learning
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