Course Overview

Office Management & Effective Administration Skills is an exciting and interactive program. It is designed to provide office administrators, supervisors of clerical and administrative staff, executive secretaries and personal assistants the opportunity to review and develop the interpersonal and professional skills they need to do their jobs effectively – thereby contributing to their organization’s success.

In this program participants learn how to:

  • Manage a network of working relations
  • Communicate effectively
  • Manage time for yourself and others
  • Manage the performance of admin staff
  • Improve written communications
  • Manage and present information
  • Organize and improve office systems

Course Objectives

Upon completion of this course, the trainees will be aware and understanding of the following:

  • Plan and organize work- dynamic time management
  • Match the type of communication with the appropriate method
  • Improving telephone skills
  • Developing filing systems and using electronic filing systems.
  • Understand the various administrative systems required by an organization
  • Controlling and evaluating ordering and distribution of office resources
  • Handle office documents and a diary with appropriate confidentiality
  • The importance of possessing basic negotiation and influencing skills and how best to apply them in your role
  • How to manage difficult people, situations and stress in a calm and effective manner through effective win/win communication skills

Who Should Attend

This course designed for those who are in a secretarial or administrative position, and who wish to improve their skills, or those who are about to be appointed to such a position.

Course Content

Module (01)  Programme Introduction/Roles, Competencies and Personal Effectiveness

  • Programme introduction and objectives
  • Action planning
  • The ‘competence’ model of skills, behaviours, and values
  • Emotional and Chronistic Intelligence
  • Personal competence review
  • Time management constraints – resources, systems, other people and self
  • Handling requests and conflicting priorities

Module (02) Team Working, Communication, and Meetings

  • Team working and team roles
  • Briefing skills – giving, receiving and passing on
  • Organising and participating in meetings
  • Notes, minutes and follow-up

Module (03) Managing Working Relationships /Communication Skills

  • Delegation – giving and receiving
  • Coaching and  training colleagues and staff – skills of on-job training
  • Communication and listening skills – lessons from NLP
  • Building rapport
  • Developing a network of working relationships – influencing skills
  • Assertiveness and conflict
  • People problems and problem people
  • Helping others perform – case study
  • Practical motivation
  • Criticism skills

Module (04) Managing Time/Desk Management and Office Technology/Writing Skills

  • Planning and priority setting
  • Office layout and ergonomics
  • Managing the paper-load and developing paperless systems
  • Getting the best from office technology
  • Letter writing
  • E-mail efficiency and etiquette
  • Writing and editing reports
  • Proof-reading skills
  • Setting up/developing writing layout and style guidelines for the organization
  • Writing & designing presentation slides

Module (05) Managing Information & Budgets/Improving Customer Service and Systems

  • Principles of information management – scheduling, filtering and digesting
  • Interpreting and presenting statistical information
  • Designing and using graphs
  • Designing surveys, presenting findings and interpreting meaning
  • Basic concepts of financial management
  • Monitoring budgets and variance
  • Improving  customer service and systems – continuous improvement
  • Action planning