LEARNING OUTCOMES:

• Understand the importance of professional presence on the job.
• Learn how to self-manage to become more effective and efficient.
• Improve your communications skills, including listening, questioning, and being more assertive.
• Increase your effectiveness in recognizing and managing conflict, and dealing with difficult people.

COURSE OVERVIEW & CONTENT:

“The role of an administrative assistant is to turn a great day into an amazing one.”

The importance of administrative staff in companies cannot be overstated. Administrative assistants play a crucial role in the smooth functioning of organizations. They handle a wide range of tasks, from managing schedules and email to organizing files and handling confidential information. A highly skilled administrative assistant can streamline processes, increase efficiency, and support the success of the organization.

With Skills for the Administrative Assistant program the participants will learn the essential soft skills necessary to succeed in their careers. This two-day content rich course will help people who work in support positions to improve their performance in an office environment by teaching them interpersonal skills, including communication, first impressions, and personal management. They’ll also learn the importance of professional presence, techniques for being assertive, managing conflict, and dealing with difficult people.

The “Skills for the Administrative Assistant Training Program” is a comprehensive training course designed to equip administrative professionals with the knowledge and skills required to excel in their roles. The program is designed to provide hands-on training, practical tips, and real-world scenarios to help administrative assistants develop their expertise.

Personal Best, Professional Best

• The Importance of Appearance
• First Impressions Count!
• Debrief

Putting Others at Ease

• Become Comfortable With Who You Are
• Concentrate On The Other Person

Distorted Thinking

• Types of Distorted Thinking
  • Case Study: Angelique’s Thinking
• Distorted Thinking

The Steps to Feeling Good

• A Three-Step Process To Turn Negative Thinking and Emotions Around

Understanding Assertiveness

• What is Assertiveness?
• What Your Style Is
• Quiz
  • Group Evaluation

Improving Your Assertiveness Skills

• Dealing with Tough Issues
• Pairs Exercise

Communication Skills

• Different Forms of Communication
• Common Barriers

Asking and Listening

• Asking Questions
• Active Listening

Non-Verbal Messages

• Various Types of Non-Verbal Communication
•  Possible Interpretations

Writing Skills

• The Four C’s
• Punctuation Pointers
• Editing and Proofreading
• Letters
• E-mails

Getting Ahead

• What Employees Want
• What Others Want
  • Helping Others to Get What They Want

Self-Management

• Self-Management
• Time Management Tips
• Where Do You Stand?
• Organization and Planning
  • Organizing Your Workspace
• Using a To-Do Book
• Being Proactive
• Dealing with E-Mail
• Managing Electronic Files

Setting Goals

• Setting Goals with SPIRIT Format
• A Personal Action Plan

Working as a Team

• The Benefits and Challenges of Working as a Team
  • Vegetable Head
• Brainstorming

Working with Difficult People

• Two Tools to Deal With Difficult People:
  • Blending and Redirecting

Learning to Say No

• Expressing Your No
• Formulas for Saying No
  • Role Play
• Case Studies

Dealing with Stress

• Relaxation Techniques