Course Objectives
The Certified Executive/PA Masterclass
Course Methodology
This is a highly interactive course which uses several group and individual role plays. You will be constantly engaged in practical group and individual activities which will allow you to immediately test and apply your learning. Moreover, the use of several self-assessment tests will enable you to discover your hidden talents and areas of improvement. Finally, you will get an opportunity to discuss, share and find solutions to your work challenges in a supportive environment.
Course Objectives
By the end of the course, participants will be able to:
Provide full support to stakeholders in order to enhance the success of the business
Apply emotional intelligence to foster excellent business relationships both laterally and vertically
Harness modern communication concepts and strategies to facilitate work flow
Use the main functions of management to build and maintain different organizing systems that will lead to increased productivity
Demonstrate professional skills in using creativity, serving internal customers, and managing stress
Target Audience
Senior administrators, office managers, executive assistants and supervisors of junior staff who already possess the essential administration skills and are seeking to further advance their career.
Target Competencies
Forward thinking
Emotional control
Building and maintaining systems
Image building
Interpersonal communication
Handling stress
Service orientation
Course Outline
Progressive role of the executive or personal assistant
Understanding the strategic role of today’s executive assistant
Working 'with' versus working 'for' your leader
The challenges impacting the 21st century administrators
The competencies of the modern personal assistant
Self-empowerment: creating your own mission statement
Developing forward thinking: being a proactive thinker
Using technology to get things done
Emotional intelligence (EI) tact and skills for handling people
Definition of EI
The conceptual model
Understanding the four dimensions of EI:
Awareness of own role
Management of own responsibilities
Awareness of office politics and environment
Management of stakeholders
Recognizing how stress and feelings affect performance
Applying EI in building relations and dealing with difficult situations
Effective interpersonal and written communication
Building excellent relationships with colleagues
Dealing with difficult personalities
Developing self-confidence and assertiveness
Presenting your ideas and influencing others
Effective Business writing:
Writing powerful emails
Writing minutes of the meeting
Mastering management practices
Planning
Setting SMART objectives
Writing your personal goal setting plan
Organizing
Delegating effectively
Setting task priorities
Directing/leading
Understanding the team dynamics
The coaching clinic
Controlling
Setting useful metrics
Building and maintaining systems
The Executive/PA guidelines for success
Forging a customer service culture in your office
The importance of internal customer service
Making your department customer friendly
Dealing with visitors
Creativity tools for decision making
Definition of creativity
Creativity tools for generating improvements
The personal creativity profile
Stress management
Identifying causes of stress
The personal stress worksheet
Time management preventive measures
Progressive role of the executive or personal assistant
Understanding the strategic role of today’s executive assistant
Working 'with' versus working 'for' your leader
The challenges impacting the 21st century administrators
The competencies of the modern personal assistant
Self-empowerment: creating your own mission statement
Developing forward thinking: being a proactive thinker
Using technology to get things done
Emotional intelligence (EI) tact and skills for handling people
Definition of EI
The conceptual model
Understanding the four dimensions of EI:
Awareness of own role
Management of own responsibilities
Awareness of office politics and environment
Management of stakeholders
Recognizing how stress and feelings affect performance
Applying EI in building relations and dealing with difficult situations
Effective interpersonal and written communication
Building excellent relationships with colleagues
Dealing with difficult personalities
Developing self-confidence and assertiveness
Presenting your ideas and influencing others
Effective Business writing:
Writing powerful emails
Writing minutes of the meeting
Mastering management practices
Planning
Setting SMART objectives
Writing your personal goal setting plan
Organizing
Delegating effectively
Setting task priorities
Directing/leading
Understanding the team dynamics
The coaching clinic
Controlling
Setting useful metrics
Building and maintaining systems
The Executive/PA guidelines for success
Forging a customer service culture in your office
The importance of internal customer service
Making your department customer friendly
Dealing with visitors
Creativity tools for decision making
Definition of creativity
Creativity tools for generating improvements
The personal creativity profile
Stress management
Identifying causes of stress
The personal stress worksheet
Time management preventive measures