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
- Planning
- 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
- Forging a customer service culture in your office